Manager, Patient Support Operations

California, US residents click here.

The job details are as follows:

What We Do

We build on the strength of our research and development expertise and a distinctive, entrepreneurial culture that encourages diversity, innovation, creativity, sustainability, and, simply, fun. Since inception, our mission has been to find a cure for pulmonary arterial hypertension and other life-threatening diseases. Toward this goal we have successfully gained FDA approval for five medicines, we are always conducting new clinical trials, and we are working to create an unlimited supply of manufactured organs for transplantation.

We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation (PBC). Our public benefit purpose is to provide a brighter future for patients through (a) the development of novel pharmaceutical therapies; and (b) technologies that expand the availability of transplantable organs. At the same time, we seek to provide our shareholders with superior financial performance and our communities with earth-sensitive energy utilization.

Our company was founded by an entrepreneur whose daughter was diagnosed with a life-threatening condition. She sought to find treatment options and a cure for her daughter and patients like her. We are founder-led, and relentless in our pursuit of “medicines for life”. We continue to research and develop treatments for cardiovascular and pulmonary diseases, and other orphan diseases.

How you’ll contribute

The Manager of Patient Support Operations plays a pivotal role in optimizing the operational performance of our patient support navigator team, focusing on PAH and PH-ILD products. The Manager will provide targeted coaching to enhance agent performance and behaviors, as well as drive efficiencies by implementing strategies for improved performance and agent development. Effective collaboration with internal commercial partners is paramount to identify and remove non-clinical barriers for patients. The desired outcomes should be based on motivated and empowered patient navigator teams that demonstrate positive employee culture, job satisfaction and ownership of the patient journey. The overarching objective of our Patient Support Program is to equip patients with the knowledge, resources, and logistical support necessary for effectively managing their conditions and adhering to treatments prescribed by their healthcare providers (HCPs). This position contributes to our Patient Support vision through the following: 1.) managing day-to-day operations 2) managing operational key performance indicators (KPIs), 3) optimizing workforce management, 4) resolving escalations 5) quality monitoring to ensure compliance and provide a "best in class" customer experience for patients, prescribers and caregivers.

Operational execution – assist the Operations Director in developing and executing daily, weekly, and monthly plans to ensure WIP (work in process) is continuously managed. Responsible for daily management of operational key performance indicators (KPIs) and service level agreements (SLAs).

Workforce management – assist the Operations Director in the execution of a WFM plan that will allow the patient support program to best meet the needs of patients and prescribers. Participate in long range planning to ensure staffing and capacity considerations are considered and built into plans.

Act as an SME and resource to patient navigators, assisting in their training, and serving as primary resource for all Operational process related issues

Compliance and quality – in partnership with quality and compliance leads, ensure program compliance with program business rules/operation procedures through regular auditing of cases/phone calls to ensure “best in class” customer service

Continuous improvement – foster a culture of continuous improvement through feedback, process and program improvement initiatives, and program evolution based on patient / HCP engagement

Review and analyze data from internal and external patient support operational teams to identify trends and areas of opportunity

Coordinate weekly / bi-weekly status calls with key stakeholders to address performance, challenges, and opportunities

Work closely with the patient relations leadership team to implement new programs and initiatives

Lead field calls with identified leaders to build relationships, value and education on services offered through internal HUB

Assess potential performance impacts to business plans and recommend mitigation plans

Lead team meetings and pull through culture initiatives

People Management - Accomplish the above through effective management of direct team. Responsibilities include goal setting, performance reviews/management, training, coaching, mentoring and career development

All Patient Relations activities will be performed in a manner that is consistent with and compliant with all laws and company policies

All other duties as required

For this role you will need

Minimum Requirements

Associates Degree in life sciences, business, or a related field with 10+ years of relevant experience. Will consider commensurate experience and/or combination of education and experience or,

Bachelor’s Degree in life sciences, business with 8+ years of relevant experience, or a related field. Will consider commensurate experience and/or combination of education and experience or,

Master's Degree with 6+ years of relevant experience.

3+ years of people leadership/management experience leading effective teams

In-depth knowledge of patient support programs, case management, and adherence program designs

In-depth experience utilizing CRM (e.g. Health Cloud, Salesforce) systems to carry out patient support related activities

Strong communication and interpersonal skills, with the ability to effectively engage with patients, healthcare professionals, and cross-functional teams

Excellent organizational, project management skills to lead an effective and compliant operation

Strong proficiency with Microsoft Office suite

Demonstrated ability to operate within SOP to deliver a consistently compliant program execution

Empathy, compassion, and a patient-centric mindset to provide the best possible support and care

Strong proficiency with Microsoft Office suite

Preferred Qualifications

Master’s Degree in life sciences, business, or a related field. Will consider commensurate experience and/or combination of education and experience.

Specialty pharmacy/channel operations experience

Experience with text or chat HIPPA compliant communication methods

Experience with Tableau or similar business intelligence tools

Experience with training

Rare disease and / or complex therapy administration experience

At United Therapeutics, you’ll realize quickly that it is not an ordinary place to work! When you join our company, you will learn, grow, contribute, have fun, and be challenged... all while making a difference in the lives of our patients.

While United Therapeutics does not require vaccination for Covid-19 at this time, we strongly encourage all employees and visitors to remain up to date on vaccinations and boosters to protect one another from illness. Employees working in customer-facing roles must adhere and comply with customers’ credentialing guidelines, which may require vaccination against Covid -19, the influenza virus, and other illnesses that could be harmful to healthcare staff and patients.

United Therapeutics Corporation is an Equal Opportunity/Affirmative Action Employer - EOE Minorities / Females / Protected Veterans / Individuals with Disabilities

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