Senior Manager, Product Solutions and Patient Services

Viatris•Torrington, WY

3d•$95,000 - $193,000•Remote

About The Position

Viatris is a global healthcare company uniquely positioned to bridge the traditional divide between generics and brands, combining the best of both to more holistically address healthcare needs globally. With a mission to empower people worldwide to live healthier at every stage of life, we provide access at scale, currently supplying high-quality medicines to approximately 1 billion patients around the world annually and touching all of life's moments, from birth to the end of life, acute conditions to chronic diseases. The Senior Manager, Product Solutions and Patient Services role will support the development and execution of long-term patient services strategy aligned with organizational and brand priorities, ensuring scalability, innovation, and measurable outcomes. This role will manage analytics and operational components of patient hub services programs, including updating and maintaining performance dashboards and HUB data interpretation for assessing hub program utilization and performance against defined KPIs. The role involves meeting with Viatris and external vendor stakeholders to communicate program issues and escalate situations appropriately, which may include site visits to vendors and customer sites. Assistance in the development of applicable SOWs/SOPs is also a key function. The Senior Manager will work cross-functionally with Marketing and other teams to develop and maintain internal and external patient support program communication materials and resources, ensuring approved versions are utilized and assisting with or leading efforts to gain internal approval for all applicable materials. This role acts as a single point of contact for specific sales forces, troubleshooting customer issues, ensuring customer-facing roles understand their program, and defining measurable goals for sales to maximize pull-through. Collaboration with vendor partners to assess service levels, staffing models, and capabilities for current and upcoming services is essential. The role manages associated vendors and program offerings to ensure a comprehensive service offering, including copay, PAP, prior-authorization, reimbursement, and other related areas. Assistance or leadership in contracting, materials development/approval, and implementation for new programs for select products is expected. Responsibilities include understanding competitive program requirements, modeling based on internal pricing and forecast, and establishing appropriate program rules (Terms and Conditions). For implemented programs, the role monitors program utilization, invoice tracking/approval, and other activities related to managing copay programs, including creating and distributing internal program performance updates. The Senior Manager will work cross-functionally with Legal, Compliance, and other appropriate teams to track industry, regulatory, and other factors impacting Viatris’ copay program business rules, and revise program rules as appropriate. Additionally, leading or assisting with the implementation of any program rules changes to ensure compliance and appropriateness is required. Providing appropriate program data internally/externally for monitoring purposes is also a responsibility. The role serves as the internal subject matter expert for all programs, including training/educating internal teams and new hires. Support for additional programs and/or product launches from a product solution and/or patient services perspective, including specialty products, complex products, and REMS-required products, is also part of the role.

Requirements

Bachelor's degree required (business /management, healthcare discipline or life sciences preferred) with a minimum. of 4-7 years' experience working in/with managing and/or supporting patient support.
Experience using data to diagnose, isolate, and resolve complex issues and implementing strategies to effectively resolve problems.
Experience launching new products within Women’s Health, pain, ophthalmology, cardiology, and/or SLE.
Must possess knowledge of pharmacy and/or medical benefit reimbursement, billing/coding, buy and bill, insurance plans including Medicaid and Medicare Part D, payer trends, and financial assistance programs (e.g. co-pay, PAP).
Must possess ability to understand the patient and provider support experience.
Ability to read and interpret complex business and/or technical documents.
Ability to write comprehensive reports and detailed business correspondence.
Ability to work with groups of people such as other departments and communicate known concepts.
Ability to present to a group of departments.
Proficiency in speaking, comprehending, reading and writing English is required with excellent written and oral communication skills, and be able to communicate effectively to individuals in a variety of roles.
Ability to perform computations such as percentages, ratios, and rates.

Nice To Haves

A combination of experience and/or education will be taken into consideration.

Responsibilities

Support the development and execution of long-term patient services strategy aligned with organizational and brand priorities, ensuring scalability, innovation, and measurable outcomes.
Manage analytics and operational components of patient hub services programs including updating and maintaining performance dashboards and HUB data interpretation for purposes of assessing hub program utilization and performance against defined KPIs.
Meet with Viatris and external vendor stakeholders to communicate program issues and escalate situations appropriately. This may include site visits to vendors and customer sites.
Assist in the development of applicable SOWs/SOPs.
Work cross-functionally with Marketing and other teams, to develop and maintain internal and external patient support program communication materials and resources.
Ensure that approved versions of program communications are being utilized. Includes assisting with or leading efforts to gain internal approval for all applicable materials.
Act as a single point of contact for specific sales forces, troubleshooting customer issues, ensuring customer facing roles understand how their program works, and define measurable goals for sales to work towards in order to maximize pull-through.
Work with vendor partner to assess service levels, staffing models, and capabilities needed for current services and go-forward services for upcoming launches.
Manage associated vendors and program offerings to ensure a comprehensive service offering, including, as example: copay, PAP, prior-authorization, reimbursement and other related areas.
Assist or lead the contracting, materials development/approval, and implementation steps necessary for new programs for select products.
Understand competitive program requirements, modeling based on internal pricing and forecast, and establishing appropriate program rules (Terms and Conditions).
For implemented programs, monitor program utilization, invoice tracking/approval and other activities related to managing new and/or existing copay programs, including the creation and distribution of internal program performance updates.
Work cross-functionally with Legal, Compliance and other appropriate teams to track industry, Regulatory (e.g. state regulations) and other factors that could impact Viatris’ copay program business rules, and revise the program rules as appropriate.
Additionally, lead or assist with the implementation of any program rules changes to ensure compliance and appropriateness.
Provide the appropriate program data internally/externally as needed for monitoring purposes (e.g. state law requirements).
Be the internal subject matter expert for all programs, including training/educating internal teams and new hires (e.g. Sales team).
Support additional programs and/or product launches from a product solution and/or patient services perspective, including, as examples: specialty products, complex products, REMS-required products.
Analyze day to day operational reports and metrics to ensure adherence of HUB vendor(s) to expected service levels, identify/communicate program trends and support continuous improvement after launch.
Solve problems with complex variables through non-standardized solutions that require independent judgment and analysis.
Draw inferences and use deductive reasoning with no prescribed procedures to solve complex problems.