Senior Manager, Patient Support Operations

Cytokinetics is a late-stage, specialty cardiovascular biopharmaceutical company focused on discovering, developing and commercializing first-in-class muscle activators and next-in-class muscle inhibitors as potential treatments for debilitating diseases in which cardiac muscle performance is compromised. As a leader in muscle biology and the mechanics of muscle performance, the company is developing small molecule drug candidates specifically engineered to impact myocardial muscle function and contractility.

Job Summary:

The Sr. Manager, Patient and Provider Support Operations plays a pivotal role in optimizing the operational performance and daily monitoring of our patient support programs. The role will provide targeted coaching to enhance vendor performance, as well as drive efficiencies by implementing strategies for improved performance and program development. Effective collaboration with internal commercial partners is paramount to identify and remove non-clinical barriers for patients.

The overarching objective of our Patient Support Program is to equip patients with the knowledge, resources, and logistical support necessary for effectively managing their conditions and adhering to treatments prescribed by their healthcare providers (HCPs). This position contributes to our Patient Support vision through the following: 1.) managing day-to-day operations 2) managing operational key performance indicators (KPIs), 3) optimizing workforce management, 4) resolving escalations 5) quality monitoring to ensure compliance and provide a "best in class" customer experience for patients, prescribers and caregivers.

The successful candidate will have the responsibility to use program insights and understanding of the market landscape, as well as technology solutions to drive continuous improvement projects of the Patient Support Services and Programs. This role will report directly to the Head of Patient and Provider Support Strategy and Operations.

Duties and Responsibilities:

• Operational execution – assist the Head of Patient and Provider Support in developing and executing daily, weekly, and monthly plans to ensure WIP (work in process) is continuously managed. Responsible for daily management of operational key performance indicators (KPIs) and service level agreements (SLAs).
• Act as a SME and resource to cross-functional teams on patient support offerings and technology, assist in training, and serving as primary resource for all operational process related issues in close partnership with the specialty pharmacy team.
• Compliance and quality – in partnership with vendor quality and compliance leads, ensure program compliance with program business rules/operation procedures through regular auditing of cases/phone calls to ensure “best in class” customer service
• Continuous improvement – foster a culture of continuous improvement through feedback, process and program improvement initiatives, and program evolution based on patient / HCP engagement
• Review and analyze data from internal and external patient support operational teams to identify trends and areas of opportunity
• Coordinate weekly / bi-weekly status calls with key stakeholders to address performance, challenges, and opportunities
• All patient support activities will be performed in a manner that is consistent with and compliant with all laws and company policies
• This role will be based in either the Radnor, PA or South San Francisco, CA office; there will be travel required (estimated at 20+% of time) to participate in internal or external meetings.

Minimum Requirements

• Associate’s Degree in life sciences, business, or a related field with 10+ years of relevant experience. Will consider commensurate experience and/or combination of education and experience or,
• Bachelor’s Degree in life sciences, business with 8+ years of relevant experience, or a related field. Will consider commensurate experience and/or combination of education and experience
• 3+ years of experience in patient support services
• In-depth knowledge of patient support programs, case management and implementation of Prior Authorization technology, and adherence program designs
• In-depth experience utilizing CRM (e.g. Health Cloud, Salesforce) systems to carry out patient support related activities
• Strong communication and interpersonal skills, with the ability to effectively engage with patients, healthcare professionals, and cross-functional teams
• Excellent organizational, project management skills to lead an effective and compliant operation
• Demonstrated ability to operate within SOP to deliver a consistently compliant program execution
• Empathy, compassion, and a patient-centric mindset to provide th