Patient Support Operations Senior Manager

Vertex Inc.•Boston, MA

5d•Hybrid

About The Position

Vertex is looking to hire a Senior Manager, Program Quality, to join our Pain Patient Support Team. As a subject matter expert, you will be responsible for playing a crucial role in building, monitoring and auditing compliance to the PSP policies as well as tracking corrective and preventative actions. This individual will have an exceptional track record of driving highly cross-functional working teams, and the ability to thrive in a fast-paced, innovation-focused environment. You will report to the Head of Pain Patient Support.

Requirements

A Bachelor’s degree with 5+ year’s pharmaceutical/biotech industry experience
Experience working in a Quality or Compliance role or relevant comparable background in Patient Support preferred
Intellectually curious with a continuous improvement mindset; high customer service aptitude, seeks to understand and self-educate on current trends in patient services quality programs
Understands how systems and databases are structured, has the ability to consolidate multiple data sources, and synthesize large datasets into key findings and recommendations.

Nice To Haves

Experience in patient focused programs within associated HIPAA regulations and other legal parameters and patient privacy policies
Patient-centric and customer service minded
Product Launch experience of drugs with complex service models
Willingness to work in a fast pace environment, and have the ability to multi-task and self-prioritize workload
Attention to detail, highly organized and committed follow-through in communication to internal and external partners
Ability to work independently yet function as a team player and experience collaborating offline and managing formal reviews with legal, compliance, marketing
Contributes to Vertex’s culture of compliance by focusing on ethics and integrity in all interactions and ability to role model the expected behavior for the team
Excellent communication skills, both written and verbal, with the ability to connect effectively with peers, as well as more diverse and large audiences
Comfortable working in a fast-paced, results-driven, environment, with the ability to multi-task and prioritize the workload of the team
Patient-centric and customer service minded
Demonstrated ability to effectively collaborate across multiple teams internally & externally
Ability to manage up and across an organization; can adeptly identify when/what information to share with leadership and/or cross-functional stakeholders at critical timepoints

Responsibilities

Ensure adherence to the pain privacy standards, meet or exceed Vertex quality and compliance standards, and pull through feedback to optimize the customer experience
Manage internal and external PSP audit programs; utilize metrics and analytics to provide insight into process adherence, assess skill gaps and ultimately inform appropriate and meaningful training programs (liaise with internal commercial training and external vendors)
Build and conduct monthly communication monitoring (e.g. calls, texts, emails) of PSP internal and vendor engagements, develop score cards, and lead internal and external call calibrations
Build and manage Pain Patient Support Program SOPs, manuals, and work instructions and all tactics related to document managemen
Establish and support GXP Event Management processes including quality and compliance standards, processes and measurement systems
Responsible for audit of external PSP vendors; lead assessment, present findings, and track outcomes & deliverables (e.g. monitor adherence of our financial support programs business rules)
Lead for PSP on internal audits conducted directly by Vertex personnel; oversee and engage on external audits conducted by a vendor on behalf of Vertex
Acts a liaison with Global Patient Safety and is responsible for overseeing AE/PC/other safety information reporting and monitoring compliance to these policies and training for external vendors and patient support team training
Responsible for VCARES administration in AE / PC system platforms and oversight (admin add/remove users, ensure annual trainings occur, ensure materials are most up to date, point of escalation, engage Global Patient Safety on vendor inquiries, VCARES point of contact for releases, changes, revisions to system)
Lead quarterly readouts to OBIE/Legal on assurance findings and trends
Work closely with PSP stakeholders to ensure appropriate steps are taken to address audit findings/observations of nonconformance; ensures adequate and timely closure of CAPAs generated from audits
Responsible for identifying training needs, developing corresponding materials, coordinating training of applicable team and ensuring compliance/completion deadlines are met for PSP team and all external vendors
Act as the Privacy and Compliance champion
Liaise with the office of Business Integrity & Ethics, Legal, Privacy Office and other field facing teams to proactively enhance how our cross-functional teams can appropriately interact together and with external stakeholders; ensure guidance is clear, up to date, and pulled through (e.g. US Guidebook)
Identify opportunities for operational efficiencies and continuous improvement and partner with colleagues in COE (Center of Excellence) to share learnings / best practices
Manage current and future cross-functional projects that improve processes that support the multilayered Patient Services Teams

Benefits

medical
dental
vision benefits
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)
annual bonus
annual equity awards