Associate Director, Affordability COE PB – Call Center in Patient Support Services

Job Title: Associate Director, Affordability COE PB – Call Center in Patient Support Services

Location: Cambridge, MA Morristown, NJ

About the Job

At Sanofi, we are dedicated to transforming patient health through chasing the miracle of science. As a prominent pharmaceutical manufacturer, our commitment extends beyond drug development, ensuring that patients can access and afford our therapies.

The Sanofi Patient Support Services (PSS) team is focused on supporting patients wishing to access Sanofi therapies. This is achieved by offering programs that provide reimbursement and logistics support, financial assistance, and patient education. In addition to the program offerings, the PSS organization is also home to field teams that provide education and support to patients and customers.

As the Associate Director of Affordability – Call Center - in the newly formed Center of Excellence (COE) within Patient Support Services (PSS), you will be responsible for our call center(s) for existing and upcoming launch assets in Immunology. This role ensures that the affordability offerings are effectively implemented and evolve in response to market dynamics, supporting patient access to therapies. This role will oversee the management of affordability education to both patients and call center agents; copay call center vendor relationships and work closely with internal and external stakeholders to optimize affordability initiatives. 

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

• Build and operationalize best-in-class financial assistance programs call support for patients and pharmacies.

• Assess service levels and capabilities needed for current call center services.

• Monitor daily analytics, dashboards, platform queues, escalations etc.

• Ensure compliance with pharmacovigilance monitoring and reporting requirements.

• Ensure compliance with Sanofi Genzyme policies.

• Recommend capabilities to scale personalized services.

• Identify opportunities to streamline processes, leverage technology and champion continuous improvement.

• Develop and maintain knowledge management tools, Work Instructions, SOPs, Call Guide, FAQ and workflows.

• Ensure approved resources are available to support patient needs.

• Provide direction and guidance to vendor(s) on call center structure and day-to-day program operations.

• Analyze program specific performance data, establish & implement plans to achieve strategic goals and KPIs.

• Present to internal teams on the performance of the program.

• Operate as the subject matter expert for the patient call center support.

• Work collaboratively across the PSS team and cross-functional partners to maintain alignment of Patient Services objectives.

• Understand the impact of industry policy changes or service offerings that impact our financial support programs.

• Maintains training requirements of vendor teams in remit, with the quality department

• Be an active leader on the Patient Services leadership team as we build our best-in-class patient experience model.

• Be a leader for change.

About You

Basic Qualifications:

• BA/BS degree in Business Administration, Healthcare Management, Public Health, or a related field required.

• 7 or more years of experience in affordability program management, patient support services, or a related field within the pharmaceutical or healthcare industry.

• 5 or more years in a supervisor role

• Experience in patient support services, healthcare management, call centers, or a related area within the pharmaceutical industry.