Patient Support Business Systems Manager

Vertex Pharmaceuticals • Boston, MA

36d • $124,000 - $186,000 • Hybrid

About The Position

General Summary: The Patient Support Business Systems Manager supports the Kidney Patient Support team by managing the launch and continuous improvement of a new customer relationship management (CRM) system. This is an individual contributor role and a member of the US, Patient Support Center of Excellence (CoE). The Patient Support Business Systems Manager partners deeply with Patient Support, Access & Reimbursement, Training, Quality & Compliance, Field teams, Data & Analytics, and Technology partners to translate business needs into scalable digital workflows, integrations, analytics, and enhancements that improve speed-to-therapy, patient experience, and operational efficiency. This role manages the CRM system and digital engagement tools that patient support specialists use in their day-to-day workflows to engage with patients and HCPs, specifically where processes overlap, and systems are integrated.

Requirements

• Experience in supporting commercial systems for patient support programs/hub services a plus
• Demonstrated strong project management, troubleshooting, and problem-solving skills
• Proven track record of success with strong results and excellent customer relationship skills
• Expected to be knowledgeable of the CRM system and digital engagement tools with patients/HCPs , understanding where processes and systems overlap and integrate to help drive process efficiencies for patient support specialists
• Excellent interpersonal, communication, organizational and facilitation skills
• Proactive, Self-motivated, Independent worker
• Passion for understanding emerging technologies with pragmatic insight into where those technologies can be integrated into business solutions
• Able to perform in a fast-paced environment, manage multiple priorities simultaneously, and communicate complex information clearly
• Bachelor’s degree in computer science, software engineering or other related technology degree.
• Salesforce certifications
• 5+ years’ relevant experience in life sciences organization or healthcare industry, including experience working with Salesforce platform, Salesforce Life Sciences Cloud / Health Cloud or similar CRM

Responsibilities

• Collaborate with business stakeholders to gather and groom functional requirements, then communicate with technical teams to translate items into technical system requirements.
• Strong background and working knowledge of AI-enabled patient service capabilities to improve access, speed to therapy, and patient/HCP engagement while meeting compliance and data governance standards
• Build and maintain end to end process flows across patient access and engagement journeys; facilitate functional and technical workshops to document current/future state, surface inefficiencies, and convert opportunities into prioritized backlog items and measurable workflow optimizations.
• Align and support creation of the annual business project plan and roadmap for Patient Services CRM with clear milestones and dependencies based on the overall vision. Ensure full alignment with Data, Technology and Engineering (DTE) function.
• Facilitates capability prioritization discussions with PSP team and can speak to their perspective on business priorities.
• Using strong project management, leadership, and communication skills hold self and PSP team accountable to stay on track with deliverable deadlines for requirements and annual planning.
• Works closely with DTE Project Manager to oversee end to end sprint management activities and ceremonies.
• Managing the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing business requirements within Jira.
• Participate in the RFP process for tools, technologies, and support with DTE.
• Provides Implementation support including validation of business requirements and User Acceptance Testing (UAT).
• Partner with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.

Benefits

• This role is eligible for an annual bonus and annual equity awards.
• From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees