Senior Manager, Patient Services

at  Supernus Pharmaceuticals Inc

JOB SUMMARY:

The Senior Manager of Patient Services is responsible for supporting the Supernus Patient Support and Reimbursement programs that ensure patient access and support throughout the patient journey. Individuals in this role must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at working in a matrix environment, handling multiple projects with tight deadlines and multiple stakeholders. This will be a critical role interacting with many internal functional groups within Supernus, as well as external vendors.

Essential Duties & Responsibilities:

• Works closely with Patient Services leadership to execute strategies and tactics that support Supernus Parkinson’s and Neurological franchises
• Works with internal cross-functional stakeholders (US Market Access, Sales, Marketing, Commercial Operations, Legal) and Patient Services partners (Field Access Specialists, Clinical Educators, HUB and Specialty Pharmacy vendors) to ensure alignment with Brand, Access, and Reimbursement strategies.
• Collaborates with HUB and Specialty Pharmacies providing operational oversight of existing patient access programs (i.e., intake, benefit verification, prior authorization, product fulfillment, PAP) with a focus on operational excellence in support of patient needs.
• Works closely with stakeholders to monitor program performance and to address and resolve issues on a case-by-case basis to ensure patient access, continuity of treatment, customer excellence and a positive patient experience.
• Assists in maintaining program Standard Operating Procedures (SOPs), Key Performance Indicators (KPIs)s, business rules, exceptions processes, workflows, scripting, training, and reports in conjunction with Patient Services partners.
• Identifies trends, gaps, and opportunities to drive performance and growth of Patient Services programs.
• Responsible for the review, analysis, and distribution of reports that support day-to-day operations, management/ business decisions, and Patient Services program outcomes.
• Reviews performance dashboards, hub related/ sales activity, and HUB data for purposes of assessing trends, HUB program utilization and outcomes, staffing needs, and performance against defined KPIs and metrics.
• Collaborates with Brand and Training teams to support the development, execution, and training of patient support materials for onboarding, sales meetings, customer-facing education, and HUB use.
• Assists in project management tracking for new and enhanced services.

• Other responsibilities and projects as assigned

  Supervisory Responsibilities:
  N/A

KNOWLEDGE & OTHER QUALIFICATIONS:

• A minimum of six years of experience in the pharmaceutical, biotechnology, healthcare, or insurance industry. A bachelor’s degree is required; A Master of Business Administration is a plus.
• 1+ years of functional experience in a patient services or consulting role directly related to access and affordability (reimbursement, HUB services/financial assistance programs/ case management). Experience with specialty products a plus.
• Previous experience in project management, patient services, Customer Relationship Management (CRM) software such as Veeva or a similar system, or a consulting role directly related to access and affordability is a plus.
• Proficiency with MS windows, word, excel and PowerPoint.
• Knowledge of HIPPA, applicable legal and regulatory policies pertaining to Patient Services and pharmaceutical practices.
• Excellent written, oral communication, and presentation skills.
• Must be a team oriented and possess proven experience developing solid working relationships with internal and external customers

• Ability to plan, prioritize, execute and deliver results in a fast-paced environment.

  Other Characteristics:

• Ability to work independently and as part of a team and maintain high ethical standards of integrity and quality.

• Ability of having an innovative and dynamic approach to work.
• A self-starter able to work independently but comfortable working in a team environment.
• Ability to consistently exhibit Supernus Values in interactions with employees at all levels of the organization, vendors, customers and others.
• Capable of performing other duties as assigned by Management.
• Authorized to legally work in the United States without visa sponsorship.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT/TRAVEL REQUIREMENTS:

• Sedentary work. Exerting up to 10 pounds of force occasionally and/or carrying objects. Sedentary work involves sitting most of the time.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer screen, iPad, or other electronic device; and extensive reading.
• The worker is not substantially exposed to adverse environmental conditions.

LIMITATIONS AND DISCLAIMER:

The above job description is meant to describe the general nature and level of work performed; it is not intended as an exhaustive list of all duties, responsibilities, and required skills for the position. Employees will be required to follow any other job-related instructions and to perform other duties requested by their supervisor in compliance with Federal and State laws. Requirements are representative of minimum levels of knowledge, skills, and/or abilities necessary to perform each duty proficiently. Continued employment remains on an “at-will” basis.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c

• Works closely with Patient Services leadership to execute strategies and tactics that support Supernus Parkinson’s and Neurological franchises
• Works with internal cross-functional stakeholders (US Market Access, Sales, Marketing, Commercial Operations, Legal) and Patient Services partners (Field Access Specialists, Clinical Educators, HUB and Specialty Pharmacy vendors) to ensure alignment with Brand, Access, and Reimbursement strategies.
• Collaborates with HUB and Specialty Pharmacies providing operational oversight of existing patient access programs (i.e., intake, benefit verification, prior authorization, product fulfillment, PAP) with a focus on operational excellence in support of patient needs.
• Works closely with stakeholders to monitor program performance and to address and resolve issues on a case-by-case basis to ensure patient access, continuity of treatment, customer excellence and a positive patient experience.
• Assists in maintaining program Standard Operating Procedures (SOPs), Key Performance Indicators (KPIs)s, business rules, exceptions processes, workflows, scripting, training, and reports in conjunction with Patient Services partners.
• Identifies trends, gaps, and opportunities to drive performance and growth of Patient Services programs.
• Responsible for the review, analysis, and distribution of reports that support day-to-day operations, management/ business decisions, and Patient Services program outcomes.
• Reviews performance dashboards, hub related/ sales activity, and HUB data for purposes of assessing trends, HUB program utilization and outcomes, staffing needs, and performance against defined KPIs and metrics.
• Collaborates with Brand and Training teams to support the development, execution, and training of patient support materials for onboarding, sales meetings, customer-facing education, and HUB use.
• Assists in project management tracking for new and enhanced services.
• Other responsibilities and projects as assigne