Sr. Patient Services & Support Programs Manager

About us

Based in Parma, Italy, Chiesi is an international research-focused pharmaceuticals and healthcare group with 90 years’ experience, operating in 30 countries with more than 6,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group research, develops and markets innovative drugs in its three therapeutic areas: AIR (products and services that promote respiration, from new-born to adult populations), RARE (treatment for patients with rare and ultra-rare diseases) and CARE (products and services that support special care and consumer-facing self-care).
We are proud to be the largest global pharmaceutical group to be awarded B Corp Certification, a recognition of high social and environmental standards. We are a reliable company that adopts and promotes transparent ethical behavior at all levels. 
We are committed to embrace diversity, inclusion and equal opportunities. In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities. 

 

Chiesi USA

Chiesi USA is a specialty pharmaceutical company focused on developing and promoting products for the hospital, adjacent specialty and rare disease markets. We are a B Corp™ and Benefit company awarded Top Employer status for six consecutive years and certified as a Great Place to Work. 
At Chiesi, we share an entrepreneurial spirit and act as a force for good, pursuing high social and environmental standards, to ensure the wellbeing of our people, patients, and communities. We offer a work environment where professionals have the opportunity to build a purposeful career focused on helping others while achieving a fulfilling work-life balance, meeting exciting challenges, and engaging in important and rewarding work.

 

Who we are looking for

 

Purpose

This position plays an active role in the shaping Chiesi USA, Inc. hospital, retail, and specialty pharmaceutical brands through interactions with Chiesi’s strategic Hub and pharmacy partners, as well as, working with patient assistance and patient support partners.  This position is accountable for all Chiesi departmental communications through the Hub, Retail, Hospital, Specialty Pharmacy, and Patient Services/Support partners. The ideal candidate can work our hybrid model from the Cary, NC office. 

Main Responsibilities

• Service Vendor Management
  • Serve as the direct, day-to-day interface to the external Hub, Specialty Pharmacy Partners (SPP)and internal organization
  • Develop and or implement program metrics and SLAs that will accurately measure ongoing performance of the Hub and SPPs, including the transition stage or when new services or processes are implemented
  • Assess Hub operations and monitor vendor performance (i.e. monthly/quarterly Hub visits/listening in on customer interactions)
  • Escalate issues requiring root cause analysis and provide recommendations for process improvements with change impact and cost / benefit analysis
  • Coordinate and facilitate Hub and SPP Quarterly Business Reviews
  • Facilitate routine quality audits which may include, but not limited to, reviewing documents, listening to call center cases, interviewing stakeholders
  • Review Hub invoices and manage budget, identify potential issues/discrepancies in vendor invoices, recommend solutions, approve final invoices for payment
  • Serve as a point of contact for the Chiesi sales force day to day needs and as a sales force trainer on hub and Specialty Programs
  • Manage other service vendors, such as, but not limited to: Co-Pay Assistance, Patient Assistance, Prior Authorization, Patient Bridging, Non-Commercial Dispensing Pharmacy, Conversion Denial, Pharmacy Sampling, and Wellness Programs.  These  vendor programs are there to create a frictionless experience for both the patient and caregivers to ensure that the patient is able to get on therapy as quickly as possible
• Specialty Pharmacy Management (Responsibilities will increase with new products)
  • Develop and lead cross functional solutions to mitigate SP access challenges through Hub program
  • Provide training and education to both internal and external stakeholders on specialty pharmacy and Hub responsibilities and expectations
  • Coordinate audits at SPs for Data and Quality
  • Manage SP distribution challenges faced during the procurement proces