Patient Support Vendor & Program Operations Manager

Vertex Pharmaceuticals • Boston, MA

3d • Hybrid

About The Position

Vertex is seeking a Manager to join the Patient Support Operations & Vendor Management Team within the US Patient Support Center of Excellence . This team supports Vertex North America Commercial’s Patient Support organizations, which assist patients living with Cystic Fibrosis, Sickle Cell Disease, Beta-thalassemia, and Acute Pain. The Patient Support Operations & Vendor Management Team oversees patient support vendors, including those managing financial assistance programs, benefits investigations, prior authorizations, and travel programs. The team also collaborates with Specialty Pharmacy partners to ensure a seamless patient experience. This hybrid role requires 3 days per week on-site at the Boston Seaport office and reports to the Director, Patient Support Operations & Vendor Management .

Requirements

• Bachelor’s Degree and 3+ years of experience in the healthcare/pharmaceutical industry.
• Strong understanding of payer structures (Commercial, Medicare, Medicaid, etc.) and their impact on patient support.
• Experience in pharmaceutical access, reimbursement, commercial systems, and analytics.
• Intellectually curious with a continuous improvement mindset and high customer service aptitude.
• Ability to work in a fast-paced environment, multitask, and prioritize workload.
• Strong attention to detail, communication, presentation, and interpersonal skills.
• Proficiency in Salesforce CRM and reporting tools.

Responsibilities

• Access Operations Monitor and address Patient Support Team escalations related to reimbursement/payer issues.
• Identify access trends, determine root causes, and develop compliant action plans in collaboration with the US Market Access team.
• Represent the Center of Excellence (COE) and Patient Support Operations & Vendor Management (PSOVM) team in cross-functional access meetings.
• Collaborate with the COE Systems team to improve reporting and trend monitoring.
• Train Patient Support Team members on access roadblocks and resolution options.
• Program Integrity Recommend and implement new approaches to improve operational efficiency.
• Monitor co-pay and Patient Assistance Program (PAP) utilization, report insights, and maintain documentation (e.g., SOPs, work instructions, contracts).
• Develop and maintain data reporting for insights and process improvements.
• Copay Escalation Management Oversee daily/weekly co-pay vendor meetings, manage escalations, and ensure timely resolution (within 4 hours).
• Collaborate with Specialty Pharmacy teams to address outstanding issues.
• Identify and implement system improvements to reduce redundant escalations.
• Monitor financial assistance issues and work with vendors to resolve barriers to patient access.
• Account and Vendor Management Manage vendor operations, contracts, and service level agreements.
• Collaborate with vendors to develop and execute program tactics, ensuring compliance with regulatory, medical, and legal requirements.
• Oversee vendor pharmacy inventory and ensure adherence to Vertex compliance regulations.
• Lead contracting and assist with budget management.
• Act as project manager for program improvements, ensuring stakeholder alignment.
• Support internal and external audits, providing expertise on processes and compliance.
• Address ad-hoc program needs as requested by leadership.
• Other Responsibilities Co-lead a “Rep” team of Patient Support Specialists to develop processes, share best practices and train teammates.
• Actively contributes to routine team meetings, business reviews and workshops.
• Proactively identifies challenges and offers up process improvements and solutions.
• Act in compliance with all laws, regulations and Vertex policies.
• Complete all Vertex-U requirements on time
• Other responsibilities as assigned

Benefits

• This role is eligible for an annual bonus and annual equity awards.
• Some roles may also be eligible for overtime pay, in accordance with federal and state requirements.
• 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