Senior Manager, Patient Services Training

This role follows a hybrid work model and requires in-office attendance for at least 60% of each month. Regular on-site presence is required to support cross-functional collaboration, training delivery, stakeholder engagement, and team connectivity. 

This is what you will do:  

The Senior Manager, Patient Services Training will play a key role within the Commercial Training Team, leading the design, development, and delivery of patient services training initiatives that align to business strategy, clinical evolution, and operational priorities. This role will serve as a strategic training partner across multiple functions, supporting cross-functional initiatives that span Patient Services, systems training, market access, clinical education, compliance, commercial operations, and digital learning innovation. 

The Senior Manager will be responsible for advancing training excellence across patient services roles, ensuring content remains current, impactful, and aligned with organizational goals. This individual will work closely with internal stakeholders and subject matter experts to build scalable learning solutions, support onboarding and continuous development, and drive readiness for new programs, products, processes, and capabilities. The role will also help foster the utilization, excitement, and acceptance of Artificial Intelligence and digital learning solutions to enhance learner engagement, scalability, and training effectiveness across the organization. 

This role reports into the Patient Services Training Lead and is expected to operate with a high degree of independence, collaboration, and strategic influence. 

You will be responsible for:  

The Senior Manager, Patient Services Training will: 

• Develop and deliver patient services training curricula in partnership with Patient Services Leadership, ensuring programs support both foundational capability building and evolving business needs. 

• Lead the enhancement of role-specific training for key patient services audiences, including both customer-facing and non-customer-facing roles, across therapeutic areas. This includes close collaboration with subject matter experts to develop, coordinate, and deliver content specific to each function. 

• Support and help lead cross-functional commercial training initiatives that extend beyond patient services and intersect with systems, market access, clinical training, compliance, and operational processes. 

• Design, develop, and deliver systems training for Patient Services team members, including training related to CRM, telephony platforms, workflows, and other operational tools, in partnership with relevant business and technical stakeholders. 

• Design and deliver advanced skills training, leadership development, and professional development programs that build critical capabilities across Patient Services, including communication, coaching, strategic thinking, problem-solving, change agility, and cross-functional partnership. 

• Promote the adoption and effective use of Artificial Intelligence and digital learning solutions within training programs, helping build learner confidence, engagement, and readiness to embrace innovative learning methods and emerging technologies. 

• Partner with Market Access, Clinical, Commercial Operations, Legal, Privacy, Compliance, and other training colleagues to ensure learning programs are accurate, relevant, compliant, and integrated across the learner experience. 

• Lead Core Concepts clinical trainings for Patient Services, Market Access, and Strategic Accounts colleagues, ensuring strong foundational clinical knowledge aligned to therapeutic area strategy, learner needs, and business priorities. 

• Support the Patient Services New Hire Training Program, including onboarding strategy, curriculum development, training delivery, and ongoing refinement of new hire learning journeys. 

• Create and deliver training to support new product launches, new indications, process changes, and organizational initiatives across all relevant therapeutic areas. 

• Execute ongoing quality, compliance, and policy training to ensure Patient Services team members are equipped with the latest requirements, expectations, and updates. 

• Manage and maintain the Patient Services Training Calendar/Team Planner ensuring an appropriate cadence, format, and variety of learning experiences that reflect adult learning principles and business priorities. 

• Track and manage attendance and completion for required trainings, including Pharmacovigilance-related training, to support audit readiness and quality standards. 

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