CSL Behring Sr Manager Patient Services Operations in KING OF PRUSSIA, Pennsylvania

The Senior Manager, Patient Services Operations is responsible for operational development, maintenance and execution of CSL patient services programs. Â

  • Patient Assistance Program

  • Assurance Program

  • US Business Operations budget management

  • Branded Patient Programs

The Sr. Manager, Patient Services Operations will drive alignment across brand programs to ensure cost and operational efficiencies from patient services HUB. The US Commercial Operations product portfolio includes Immunology, Bleeding Disorders, and Specialty Product lines of business.

This position will interface with a multidisciplinary team with members from Marketing, Sales, Medical Affairs, Compliance, Reimbursement, Healthcare Systems and Business Operations.

Main Responsibilities and Accountabilities:

  • Project management of operational activities for all patient services programs.

  • Establishes standards in alignment with global and local policy and procedures,

  • Manages and coordinates the adherence to these standards.

  • Identify and provide analysis and performance review of programs

  • Forecast and resource requirements of patient programs

  • Develops and monitors operations and patient program specific budgets

  • Serves as the main point of contact for HUB administrator and operations for CSL Patient Services.

  • Direct management responsibility for PAP and Assurance programs, with integration with brand team marketing teams as appropriate

  • Develops key messages and positioning for patient services

  • Trains new hires and provides updates on patient programs and services to field teams

  • Ensures alignment across the organization

  • Develops implements and maintains Standard Operating Procedures to align programs with state and federal regulations to service the patients based on changes related to the industry, system and the processing of the order in addition to the needs of the business.

  • Analyzes program-specific performance data, & establishes & implements plans to achieve strategic goals & key program success indicators.

  • Develops & implements plans, policies, procedures, budgets, performance accounting & tracking processes.

  • Maintains awareness of developments in the pharmaceutical, insurance and call center industry and ensures compliance with government regulations, legal standards and requirements.

  • Regular competitive analysis and understanding the evolving payer environment as well industry standards and adjusts as needed.

  • Collaborates with Reimbursement Field Team to stay abreast of recent and anticipated changes to governmental regulations tied to the patient experience and identifies where changes are needed.Â

  • Develops the value model for patient programs and services by leading program analysis and performance metrics development.

  • Oversee forecasting of program resource requirements and liaises with market research and analytics to ensure prioritized and appropriate reports are available to make decisions.

  • Develops a solid understanding of patient behavior and patient trends and how to create or evolve programs and services that will be valued by our customersÂ

  • Manage vendor relationships and contracts for programs within the portfolio.

  • Leads the analysis of vendor proposals, implementation and day-to-day operational vendor management.

  • Oversees adherence to customer related escalation and exceptions process.

  • Manages the production and efficiency of the exception resolution process.Â

  • Manages and ensures there is a high level of focus on customer service and client relations. Ensures that customer complaints and inquiries are satisfactorily resolved.

  • Manages/forecasts departmental budgets to manage costs. Key point of contact for Business Operations and Finance. Some domestic travel required (25%) Qualifications Education:Bachelor’s degree required (business /management, healthcare discipline or life sciences preferred) . MBA an asset.Experience:

  • Experience Professional with 10+ years experience preferred.. Previous experience with managing people preferred, previous experience with patient assistance programs and Hub vendors preferred, but not required.

  • Experience in diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to effectively resolve problems.

  • Proven history of managing multidisciplinary teams, with demonstrated ability to influence and drive change with peers and Executive Management.

  • Experience with analyzing and reporting data and market information in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

  • Ability to understand IT and technical systems.

  • Can perform job duties with minimal guidance from supervisor.

  • Knows how Managed Care and Medicare/Medicaid works; knowledgeable in current and possible future policies, practice, trends and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

CSL Behring LLC will provide equal employment opportunity for all persons without discrimination on the basis of membership in a legally protected class, including race, color, religion, national origin, gender, age, veteran status, or handicap/disability. CSL Behring is committed to ensuring that diversity and inclusion are a part of our everyday business

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With operations in more than 30 nations and over 16,000 employees worldwide, CSL is driven to develop and deliver a broad range of lifesaving therapies to treat disorders such as hemophilia and primary immune deficiencies, and vaccines to prevent influenza. Our therapies are also used in cardiac surgery, organ transplantation and burn treatment.

CSL is the parent company of CSL Behring and Seqirus. CSL Behring at http://www.cslbehring.com is a global leader in the protein biotherapeutics industry, focused on bringing to market biotherapies used to treat serious and often rare conditions. CSL Behring operates CSL Plasma at http://www.cslplasma.com/careers , one of the world's largest collectors of human plasma, which is used to create CSL’s therapies. Seqirus is the second largest influenza vaccine company in the world and is a transcontinental partner in pandemic preparedness and a major contributor to the prevention and control of influenza globally.

We invite you to take a look at the many career possibilities available around the Globe and consider building a career that MAKES A DIFFERENCE. Become part of the CSL team today!

If you are an individual with a disability and need a reasonable accommodation for any part of the

application process, please click here at http://www.cslbehring.com/careers/eeo .

CSL is an Equal Opportunity Employer at http://www.cslbehring.com/careers/eeo