Sr. Manager, Document Management & Training, Patient Services Operations

Overview:  

The Senior Manager, Document Management – Patient Services will be responsible for establishing, leading, and continuously improving a centralized document management function that supports all patient services operations. This role ensures that all patient services and operational documentation, including SOPs, job aids, workflows, regulatory artifacts, training materials, and vendor documentation, is accurate, compliant, standardized, and readily accessible. The role will also support alignment between controlled documentation and Patient Services training to promote consistency, readiness, and effective execution across teams. 

This role will play a critical part in ensuring that document management is fully integrated with the organization’s CRM platform, enabling seamless alignment between system-driven workflows and controlled documentation to support compliance, user adoption, and operational accuracy.   

Remote role with travel to Cambridge, MA as necessary 

Responsibilities: 

• Develop and implement an enterprise-wide document management strategy for Patient Services 

• Oversee end-to-end document processes including:  

• • Creation and review workflows and job-aids, alongside training 

• Version control and change management 

• • Annual or periodic review cycles 

• Implement standardized naming conventions, metadata tagging, document linkages, and structured repositories 

• Evaluate and manage document management systems (e.g., Veeva, SharePoint) 

• Partner with CRM system owners to integrate document management practices into CRM workflows and repositories