Manager, Patient Services (Limited Duration)

Manager, Patient Services

This job posting is for an existing vacancy in the organization

Job Purpose

The Manager, Patient Services is responsible to understand the patient and health care professional (HCP) experience and develop and execute support programs that address unmet patient and health care professional needs and supporting optimal access to prescribed therapies; oversight of vendor(s) delivering these programs; execution of program services including quality assurance practices; quality control plans and continuous quality improvement programs. The Manager, Patient Services will also be responsible for the development and execution of patient/HCP/Caregiver materials as required for program stakeholders.

Support programs may include services such as drug reimbursement navigation support, patient financial assistance administration, disease and relevant drug information, drug delivery programs, clinical and administrative support services to health care professionals and patients via various channels including face to face, call centre, digital.

This position is a limited duration 15-month contract position. It will be Off-campus with the need to be on-campus approximately 3-4 times per month.

Responsibilities:

Accountable for development and implementation of support programs and materials in partnership with medical affairs, marketing, market access, supply chain, legal, compliance and other Biogen stakeholders and service providers:

• Develop a deep understanding of the interactions with and between patient, caregivers and the healthcare providers in all stages of the disease

• Develop a cohesive strategy for development and delivery of innovative approach and solutions in collaboration with business stakeholders

• Develop and execute tactical plans to support company patient services strategy

• Develop and execute patient/HCP/Caregiver materials in support of customer strategies

• Management and oversight of day-to-day support program deliverables including identified vendor KPIs

• Accountable for all aspects of the relationship with support program service providers

• Support program budget management and oversight including validation of vendor invoices

• Ensure program services are meeting established performance targets

• Maintains knowledge and understanding of relevant Biogen products and therapeutic areas as well as the payer landscape

• Monitoring of and response to therapeutic segment competitive activity

• Building key external customer relationships with service providers, physicians, nurses and other stakeholders to enable continuous improvement of support programs

• Adhere to all Biogen and industry standards to maintain readiness to both internal and external audit

• Ensure service providers maintains appropriate program quality assurance and continuous improvement plans

• Development and maintenance of relevant departmental standard operating procedures and/or work instructions

• Partner with legal, compliance and regulatory to ensure solutions, strategies and tactics are compliant

• Perform company business in compliance with relevant regulations, company policies and procedures.

• All other duties required.

• A minimum of a bachelor's degree in business, science or Health Care Professional (e.g. Registered Nurse, Pharmacist)

• 5 years of experience in developing/ leading patient / HCP programs or services, preference given to those with experience in assigned therapeutic area

• Preferred experience in Neurology and Women's Mental Health

• Fluency in English; proficiency in French is desired.

• Pharmaceutical/health care sales / commercial experience and successful track record in commercial/ PSP and operational execution and management

• Knowledge of Canadian Healthcare landscape, strong understanding of PSP Strategies and pharmaceutical reimbursement pathways

• Must have strong analytical skills and business acumen with the ability to think strategically

• Proven ability to find pragmatic solutions to problems

• Sound understanding of process improvement and quality assurance theory

• Superior communication skills; both oral and written

• Ability to communicate to all lines of the business

• Demonstrated digital capabilities and solutions with focus on operational effectiveness and stakeholder experience

• Requirement digital ability - see attached descriptors for reference.
  e.g. Ability to work across multiple digital platforms and early adoption of new systems/applications.

• Demonstrated awareness and understanding of external marketplace issues and ability to apply this as appropriate

• Customer oriented

• Sound project management, time management abilities

• Action orientated with a high level of personal accountability

• Ability to work independently with minimal supervision

• Ability to work with cross functional teams

• Ability to influence without authority