Senior CRM Strategy Manager, Patient Relations

United Therapeutics Corporation•RTP, NC, NC

12d•Onsite

About The Position

The Senior CRM Strategy Manager, Patient Solutions will translate business needs into operational workflows and CRM requirements for United Therapeutics’ Patient Support Program. The role owns the CRM roadmap and business process blueprint for data intake, case management, therapy access, patient education, and other patient engagement initiatives. It ensures program processes and activities are measurable and support next-best actions. Working closely with Patient Solutions, technical teams, Patient Relations, and reporting and analytics leads, the manager defines requirements, optimizes workflows and data capture, prioritizes system enhancements, and supports testing, release readiness, and adoption. The role is responsible for embedding quality, consistency, and compliance into CRM processes and continually improving program design and the patient experience. The position is fully onsite, Monday through Friday, in United Therapeutics’ Morrisville, North Carolina office, with travel of up to 10%.

Requirements

10 or more years of relevant experience, including designing and building CRM requirements for pharmaceutical patient support operations, with a bachelor’s degree; or 8 or more years of relevant experience in those areas with a master’s degree.
Knowledge of and direct experience with patient support programs, case management, and adherence program designs.
Strong project management experience and skills.
Experience managing day-to-day operations of complex projects or programs, including vendor management.
Strong communication and interpersonal skills, including the ability to engage effectively with cross-functional teams.
Strong understanding of CRM and related Patient Support Services technologies.
Compliance mindset and strong attention to detail.
Empathy, compassion, and a patient-centric mindset.
Strong proficiency with Microsoft Office.
Proficiency with Visio or a similar process-mapping program.

Nice To Haves

Master’s degree in information technology, life sciences, business, or a related field.
Experience with Salesforce or HealthCloud CRM.
Experience with Tableau or similar business intelligence tools.
Experience engaging with specialty pharmacy-partnered patient support programs.
Rare disease and/or complex therapy administration experience.

Responsibilities

Own the Patient Solutions CRM roadmap and business process blueprint, prioritizing enhancements according to program needs, operational impact, regulatory requirements, and business value.
Design and optimize workflows and process maps for the patient end-to-end journey, including data entry, case management, access, patient education, and ongoing therapy support.
Contribute to strategic goals and planning for the Patient Relations team.
Gather business requirements from internal teams and translate them into CRM requirements; work with the Patient Solutions systems lead to define requirements, prioritize workflow and process changes, and define user acceptance testing strategies.
Ensure program and process changes are trackable and measurable.
Partner with Patient Relations teams to lead execution, testing, release readiness, and adoption of new processes.
Partner with reporting and analytics leads to ensure metrics and dashboards reflect program and workflow changes.
Champion CRM capabilities and enhancements that support timely, coordinated patient and physician interactions.
Continuously optimize program design and operations to meet defined objectives and provide a streamlined patient experience.
Embed quality, consistency, and compliance in CRM processes supporting the patient journey.
Perform Patient Solutions activities in compliance with applicable laws and company policies.