Manager, Patient Access Solutions Systems & Technology

The businesses of Merck KGaA, Darmstadt, Germany•Boston, MA

7h•$29 - $44

About The Position

EMD Serono is hiring a Manager of Patient Access Solutions (PAS) Systems & Technology. In this pivotal role, you will act as the primary liaison between Business and IT teams, driving enhancements across our internal hub platforms by leveraging Salesforce and a user-focused mindset. You will lead testing efforts, optimize workflows, and maintain data integrity while supporting cross-functional system integrations. By balancing technical expertise with business acumen, you will improve data accuracy, enhance intake efficiency, and elevate the overall user experience. Additionally, you will serve as a key resource for troubleshooting, training, and continuous process improvement, making a significant impact on our operations. Join us in this exciting opportunity to drive innovation and excellence at EMD Serono!

Requirements

Bachelor's Degree in any discipline with 2+ years of experience in SalesForce and/or experience providing technical support for customer centric platform(s)
Patient and solution centric mindset
Comfortable with managing multiple systems at the same time
Commitment to setting and reaching ambitious goals and setting high standards while acting in the best interest of the company and taking initiative to drive results.
Ability to streamline processes to focus on what matters and creates an impact and acting quickly to adapt to changes.
Demonstrated ability to embrace new ideas, challenge the status quo, and seek innovative solutions while valuing diverse perspectives and treating others with respect and dignity.
Effective communication and interpersonal skills with peers, managers, patients, healthcare professionals and other stakeholders
Soft skills such as critical thinking, positive attitude, empathy, and active listening
Ability to manage multiple priorities and work independently in a fast-paced environment
Receptive of and proactively seeks feedback on personal performance
Strong organizational skills and attention to detail
Patient support experience and the ability to manage sensitive information

Nice To Haves

SalesForce Certification(s)
Experience with the Avaya and/or Genesys phone system

Responsibilities

Act as the primary liaison between the Business and IT teams throughout all phases of IT projects, ensuring clear communication and alignment.
Leverage Salesforce expertise to define and refine business requirements, identifying opportunities to enhance user experience, data integrity, and reportability across all internal hub platforms.
Lead UAT testing by managing defect tracking, resolution, and thorough validation to ensure alignment with iBond requirements.
Design and implement workflow enhancements between internal hubs, including new logic and dynamic page layouts, to improve data entry efficiency.
Develop innovative intake flow solutions, such as the ancillary fax flow, enabling navigators to process faxes quickly and accurately.
Collaborate closely with external vendors to ensure seamless system integrations and consistent functionality across platforms.
Serve as the go-to resource for troubleshooting, reducing dependency on IT for day-to-day support and issue resolution, while also acting as the primary business point of contact within HPALM.
Lead training sessions related to CRM updates and enhancements, implementing CRM improvements to streamline processes, increase agility, and support scalable integration of new products and therapeutic areas while maintaining data integrity.
Pivot as needed to assist in projects, initiatives, and launch readiness.