Sr. Manager, Patient Services

About Servier

Servier in the U.S. is a Boston-based, commercial-stage biopharmaceutical company launched by Servier Group in 2018. As a privately held organization, Servier is uniquely positioned to advance cutting-edge science, tackle underserved therapeutic areas and make patients the focus of every strategic decision.

Role Summary

We are seeking a Sr. Manager, Patient Services to join our dynamic team. The Sr. Mgr., Patient Experience position is a leader on Patient Services team, reporting to the Head of Patient Services. The Sr. Mgr. works in close coordination with patients, caregivers, healthcare providers (HCPs), field-based teams, and external patient services (Hub) and distribution partners (including specialty pharmacies) to build a best-in-class patient experience. Equally important, they lead key projects across Servier in partnership with their cross functional teams.

This position will manage a team of patient experience managers and be involved in day-to-day direction setting and implementation activities aligned to the department’s strategic imperatives. The Sr. Manager will develop key deliverables (including business rules and SOPs) on the new and existing HUBs and clinical support infrastructure. They will ensure patients are receiving products by removing any modifiable barriers, ultimately driving adherence and persistence. This individual will be a key team player across Servier’s hematology products portfolio of products and ensure that patients and providers receive effective, compliant delivery in a rapidly changing policy and reimbursement environment. This role will be a key player on a high performing team committed to making a difference in the lives of oncology patients.

You will manage and deliver on KPIs for Tibsovo, Asparlas and Oncaspar, adjusting metrics as needed and reporting back to Patient Services leadership. Additionally, you will set adherence targets and implement strategies across all channels to maintain a consistent patient experience. This position will require identifying training opportunities, and collaborating with key vendor partners, all while significantly contributing to patient outcomes and the overall success of the business.

Primary Responsibilities

• Evaluate the patient support needs and problem-solve critical areas for exceptional patient experience by working with patients, advocates, and caregivers
• Work collaboratively with Associate Director of Operations and Reporting to summarize hematology program data, reporting and key performance metrics as they pertain to customer satisfaction, persistency / adherence, time to first fill, etc. for quarterly business reviews and other executive meetings
• Monitor reporting activity in real-time for Tibsovo within Quickbase and Salesforce applications and respond timely to issues that arise
• Develop and optimize key performance indicators (KPIs) for Tibsovo, Asparlas and Oncaspar, ensuring alignment with business objectives, adjusting metrics as needed, and providing actionable insights to Patient Office leadership through regular reporting
• Serve as the Tibsovo, Asparlas and Oncaspar Patient Services lead in collaborative forums, representing key observations and insights particularly around access challenges and patient expectations
• Translate unique patient scenarios with a solution mindset
• Contribute to strategic plans across the enterprise leveraging insights discovered through the patient journey and patient access hurdles
• Standardize applications, processes and tools across all products.
• In partnership with the Patient Services leadership identify training opportunities for the Patient Services team that promotes a high-quality patient experience

Education and Required Skills

• Bachelor’s degree or equivalent in a science or business-related field required; advanced degree preferred
• Proven leadership in pharmaceutical patient services, rare disease / specialty oncology experience a plus
• Strong project leadership and ability to influence without authority
• Expertise in patient access and reimbursement programs
• Experience leading and developing a team of patient experience managers
• Excellent communication and interpersonal skills
• Strong prioritization and organizational skills
• In-depth knowledge of the US payer coverage and reimbursement environment
• Ability to work in a fast-paced, cross-functional environment

Travel and Location

• 20% estimated travel required
• Remote in the US

Servier’s Commitment:

Servier is committed to modeling diversity, equity, and inclusion within the industry. We are dedicated to fostering an environment that maintains equitable treatment for all and we welcome applicants who are passionate, committed, and innovative individuals. We encourage candidates to apply to our open roles as we are always willing to consider experiences and skills beyond what is listed in the job description.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Salary Range

The salary range for this role is $138,000-147,000. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Employees in this position are also eligible for Short-Term and Long-Term incentive programs. Servier also offers a competitive and comprehensive benefits package that includes benefits such as medical, dental, vision, flexible time off (Servier provides unlimited sick time and flex time, and does not accrue time off), 401(k), life and disability insurance, recognition programs among other great benefits (all benefits are subject to eligibility requirements). For more information on our benefits, please visit this link.