Senior Manager, Patient Services Operations

Company Description

Statistics show that women and underrepresented groups tend to apply to jobs only if they meet 100% of the qualifications. Sobi encourages you to change that statistic and apply. Rarely do candidates meet 100% of the qualifications. We look forward to your application!

At Sobi, each person brings their unique talents to work as a team and make a difference. We are dedicated to developing and delivering innovative therapies to improve the lives of people who live with a rare disease. Our edge comes from our team of people and our commitment to patients.

Our mission and culture at Sobi North America get us excited to come to work every day, but here are a few more reasons to join our team:

• Competitive compensation for your work
• Generous time off policy
• Summer Fridays
• Opportunity to broaden your horizons by attending popular conferences
• Emphasis on work/life balance
• Collaborative and team-oriented environment
• Making a positive impact to help ultra-rare disease patients who are in need of life saving treatments

Job Description

The ideal candidate for this role is a Action-oriented leader who takes initiative, motivates others, and enjoys solving novel problems in creative ways. This role will support launch readiness and on-going operational oversight for patient services operations. Identify and manage risks to workstreams by creative awareness and removing barriers. Propose and work collaboratively to create solutions within processes and activity. Work collaboratively and seek to enhance patient experience while managing program costs and decrease turnaround time.

Responsibilities

• Support in the develops of metrics, SLAs & KPIs to be used across all programs to track and assess performance against strategies and goals.
• Responsible for identification and measurement of key drivers of quality across all programs.
• Develops and pulls through execution improvement plans and coordinates therapeutic area leads, brand teams, market access, IT to design and deliver on plan.
• Accountable for developing and maintaining a solid understanding of areas related to patient services including HIPAA compliance, patient privacy/permission, and optimal patient interactions to be pulled through in all programs in collaboration with our data privacy team.
• Manage quality, compliance and performance across internal cross functional teams and vendor(s) that provide services to US Patient Services in support of our patients.
• Drive innovation and HCP and patient experience in collaboration with IT, brand marketing and other teams in HP Operations.
• Works with applicable partners to designs and deliver patient services reporting & dashboards in collaboration with Analytics and Insights using internal and business partners data that support business decision.
• Identifies possible improvements and automations to streamline reporting and data management.
• Direct and manage a team of professionals to collaborate with many stakeholders while coaching them to understand their stakeholders’ operational needs and priorities
•  Prioritize leadership requests to support customers effectively and create / maintain prioritized lists of initiatives
•  Prioritize projects, meet timelines and exceed quality standards based on incoming and ongoing business needs
•  Collaborate with Patient Support team members to provide optimal end user support
•  Oversee, manage and share responsibility for risk issue resolution and root cause analysis as it relates to customers
•  Work closely with Development to understand and implement any operational implications to changes being made
•  Responsible for oversight and execution of operations-related special projects
•  Identify and drive program level enhancements and work with cross-functional partners to drive strategic operational efficiencies and excellence within the Patient Services Operations team
•  Meet regularly with leadership, key stakeholders, and working team members to ensure operational project oversight, maintain timeline & budget, and disseminate project status information on a routine basis
•  Leverage internal and external Patient Services Programs processes to bring a best-in-class operations organization

Qualifications

• Bachelor’s Degree is required
• Understanding of the U.S. healthcare environment and payer landscape (including health systems, IDNs, and health plans)
• 5+ years of Patient Services infrastructure, launch execution, program implementation & operations, solutions engineering, etc. experience preferably in pharmaceutical industry.
• Previous experience establishing/standing up commercial/operational infrastructure in a pharmaceutical patient serv