Manager, Patient Support Operations

California, US residents click here.

The job details are as follows:

Who We Are

We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation. Our public benefit purpose is to provide a brighter future for patients through the development of novel pharmaceutical therapies; and technologies that expand the availability of transplantable organs.

United Therapeutics (Nasdaq: UTHR) seeks to travel down the corridors of indifference to develop treatments for rare, deadly diseases. We were founded in 1996 by a family seeking a cure for their daughter’s pulmonary arterial hypertension (PAH). Today, we have six FDA-approved therapies that treat PAH, pulmonary hypertension associated with interstitial lung disease (PH-ILD) and neuroblastoma, a rare pediatric cancer. Our near-term pipeline seeks to develop additional therapies for PAH and pulmonary fibrosis (PF).

The cure for end-stage life-threatening diseases like PAH, PH-ILD, PF, and many others is an organ transplant, but only a small percentage of donated organs are available to address the vast need. For this reason, we are working to create manufactured organs to address the shortage of kidneys, hearts, lungs, and livers available for transplant. We believe an unlimited supply of tolerable, transplantable organs will eliminate the transplant waiting list and cure end-stage organ diseases for which transplant is not currently an option.

Who You Are

You are someone who loves to mentor and lead.  You want to create a positive employee culture, where there is job satisfaction and ownership of the patient journey. You want to help our Patient Navigator team with strategies and support that will drive efficiencies, improve performance and ultimately, help our patients. 

The Manager of Patient Support Operations plays a pivotal role in optimizing the operational performance of our patient support navigator team, focusing on PAH and PH-ILD products. 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.

• Operational execution – assist the Operations Director 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).
• Workforce management – assist the Operations Director in the execution of a WFM plan that will allow the patient support program to best meet the needs of patients and prescribers. Participate in long range planning to ensure staffing and capacity considerations are considered and built into plans.
• Act as an SME and resource to patient navigators, assisting in their training, and serving as primary resource for all Operational process related issues
• Compliance and quality – in partnership with 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
• Work closely with the patient relations leadership team to implement new programs and initiatives
• Lead field calls with identified leaders to build relationships, value a