Sr. Patient Services & Support Programs Manager
Cary, NC, US
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 process and coordinate product to appropriate wholesale location
- Manage SP distribution challenges during manufacturer back orders
- Review non-contracted pharmacy purchase orders to ensure appropriate class of trade and pricing is extended to the customer
- Identify new contracting opportunities and implement product access agreements as needed
- Assist in resolving reimbursement challenges at SP level as needed
- Act as liaison between Hub vendor and SPs to resolve issues
- Implement brand growth initiatives as needed through SPs
- Data Management
- Monitor performance of Hub and SPs through data exchanges, data quality, and other services as outlined in distribution agreements
- Assist in connecting data between all vendors and Chiesi Business Knowledge
- Leverage data to drive improvements in brand performance
- Insure alignment of sales and payer data
- Strategic Plan
- Develop and execute strategic action plan for each product within Hub to meet priorities of key internal stakeholders
- Develop enhancements to patient journey to enhance overall stakeholder experience
- Continually assess the eligibility requirements of the Hub to ensure compliance with changing industry standards
- Implement technology advancements as identified by the brand team
- Implement direct to patient marketing via Hub
- Understand the overall brand goals and work with Hub partners to meet and exceed goals
- Attend pharmaceutical and specialty pharmacy conferences to stay abreast to industry trends and identify opportunities for growth
Experience Required
- 5+ years’ experience with patient service programs and HUB operations
- Being able to work with and manage multiple venders in patient services, patient support, and data aggregation with the ability to efficiently connect the programs in a seamless fashion
- Strong, strategic thinker, demonstrate strong leadership, have a competitive drive and strong customer service orientation and excellent communication and presentation skills
- Must have strong knowledge of financial reports, budgeting, and analysis
- High ethical standards and integrity are essential
- Excellent interpersonal skills
Education
Bachelor’s degree from a four-year accredited university
No matter where your path starts at Chiesi, it leads to inspiring possibilities. Your future is our focus, and we are committed to nurturing your development in our dynamic, friendly environment with access to resources and training every step of the way.
We provide top-class benefits, including comprehensive healthcare programs, work-life balance initiatives, and robust relocation support. Our salary package is competitive, comprising a basic salary, performance bonuses, and benefits benchmarked against the external market. Additionally, we offer flexible working arrangements, remote work options, and tax assistance services for foreign colleagues, all designed to help you thrive.
Chiesi USA is an equal opportunity employer committed to hiring a diverse work force at all levels of our business. All qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, disability, marital status, veteran status, or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.
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