Patient Support Systems Senior Manager

Job Description

US Type 1 Diabetes (T1D) Senior Manager Patient Support Systems

General/Position Summary

Vertex Pharmaceuticals Inc. is hiring a Senior Manager, T1D Patient Support Systems to join a new Patient Support Team for T1D in Boston, MA. This position will support the potential launch of cell therapies in Type 1 Diabetes. The primary responsibility will be to support the Patient Support team with the launch and continuous improvement of a new customer relationship management (CRM) system. This role will also be expected to be knowledgeable of the Order Management system, specifically where processes overlap, and systems are integrated. You will also serve as the liaison between our Care Management and Technology team to manage the strategic direction of the systems and oversee the monthly releases of change management. 

Key Responsibilities

• Create and maintain the annual business project plan and roadmap for T1D Patient Services CRM with clear milestones and dependencies based on the overall vision. Ensure full alignment with Data, Technology and Engineering (DTE) function
• Function as a subject matter expert on the CRM platform for the Care Management team developing a deep knowledge of the business processes and functionalities
• Using strong project management, leadership, and communication skills hold self and Patient Services team accountable to stay on track with deliverable deadlines for requirements and annual planning
• Oversee the day-to-day requirements for both the CRM and telephony systems for the Patient Services Program as well as maintain oversight of all business processes contained in the CRM system (Data Warehouse, Email, Texting, Reporting)
• Be knowledgeable about the order management platform to identify where processes and systems overlap and integrate process efficiencies for Care Managers
• Collaborate with business stakeholders to gather and groom functional requirements, then translate items into technical system requirements with technical teams
• Align with DTE Project Manager to oversee end-to-end sprint management activities and ceremonies and ensure prioritization exercises align with business priorities
• Managing the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing business requirements within Jira
• Participate in the RFP process for tools, technologies, and support with DTE
• Provide implementation support including validation of business requirements and User Acceptance Testing (UAT)
• Partner with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality
• Create a culture of compliant cross-functional collaboration; examples of key internal stakeholders will be care managers, marketing, IT, legal, compliance, and manufacturing
• Identify opportunities for operational efficiencies and continuous improvement and partner with colleagues in other disease areas to share learnings / best practices

Required Education

• Bachelor’s Degree

Required Experience

• 5 years of experience with CRM platforms in healthcare / pharmaceutical industry and patient services Experience with Salesforce.com (preferred)

Required Knowledge / Skills

• Deep experience in the legal, medical and regulatory environment and application to branded/unbranded initiatives, including understanding of patient support guardrails
• Highly organized, strong project management skills
• Ability to identify root causes of issues and solve complex problems
• Ability to work independently yet function as a team player
• Attention to detail and committed follow-through in communications to stakeholders
• Contributes to Vertex’s culture of compliance by focusing on ethics and integrity in all interactions
• Demonstrated ability to effectively collaborate across multiple business and technical teams
• Excellent communication skills, both written and verbal, with the ability to connect effectively with peers, as well as more diverse and large audiences
• Comfortable working in a fast-paced, results-driven, environment, with the ability to multi-task and prioritize the workload of the team
• Patient-centric and customer service minded

Pay Range:

$0 - $0

Disclosure Statement:

The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in ac