Sr Manager Patient Services Operations

CSL • King of Prussia, PA

3d

About The Position

The Senior Manager Patient Services serves as the therapeutic-area program lead for the delivery of US patient services across multiple vendors within a CSL Behring commercial franchise. The role is responsible for operational development, maintenance, and execution of patient services programs, ensuring alignment with applicable privacy standards while driving cost and operational efficiencies. The position works with multidisciplinary partners across Marketing, Sales, Medical Affairs, Compliance, Reimbursement, Healthcare Systems, and Operations. Some domestic travel is required.

In addition to leading patient services for a US franchise, the role serves as the subject matter expert for one service area across Copay, Hub Operations, Free Goods (including trial, samples, assurance, and patient assistance programs), or Clinical/Nursing support services. The position provides strategic guidance, oversees vendor management and service operations, and develops programs intended to deliver a high-quality patient experience.

Requirements

• Bachelor's degree in a business, marketing, or science discipline.
• At least 7 years of relevant commercial operations experience within the pharmaceutical industry, including experience managing delivery of patient service programs.
• Experience diagnosing and resolving complex issues.
• Knowledge of relevant legal, compliance, and regulatory requirements.
• Proficiency with Microsoft Office.

Nice To Haves

• MBA.
• SAP experience.

Responsibilities

• Lead operational management of relevant brand patient services programs for the franchise, establishing service-delivery standards and ensuring execution aligns with applicable policies and procedures.
• Collaborate with US commercial functions and act as a strategic partner to the brand team, interfacing with Operations, Marketing, Sales, Healthcare Systems, Medical Affairs, Legal, and Compliance.
• Analyze program-specific performance data, review program performance, and establish and implement plans to achieve strategic goals and key program success indicators.
• Serve as the subject matter expert for one service area across Copay, Free Goods, Hub Operations, or Clinical/Nurse Support, providing strategic guidance on evolving best practices and leading program design, vendor management, and operational services.
• Develop, implement, and maintain Standard Operating Procedures aligned with state and federal regulations, industry and system changes, order processing, and business needs.
• Communicate SOP requirements and updates to internal and external stakeholders and ensure third-party compliance, including completion and documentation of required training.
• Develop and implement plans, policies, procedures, budgets, and performance accounting and tracking processes.
• Maintain a high focus on customer service and client relations; ensure customer complaints and inquiries are resolved satisfactorily and oversee customer-related escalation and exception processes.
• Develop an understanding of patient behavior and trends and use it to create or evolve valued programs and services.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior