Senior Program Manager - Patient Relations

United Therapeutics Corporation•RTP, NC, NC

2d•Hybrid

About The Position

The Senior Program Manager - Patient Relations will be responsible for the successful operational design and execution of United Therapeutics' patient-facing clinical nurse educator program(s), managed through a third-party nursing vendor. This also involves overall management of the work flows and ways of working as well as day-to-day interactions between Patient Relations and the Nursing Company partner. This role will also develop metrics and KPIs for the team.

Requirements

Bachelor’s Degree in life sciences, business, or a related field with 10+ years of relevant experience, including progressive experience in operations design, implementation, execution, and program management or Master's Degree with 8+ years of relevant experience, including progressive experience in operations design, implementation, execution, and program management
5+ years of life science/pharma/biotech or related experience, to include knowledge and direct experience of patient support programs, case management, and adherence program designs
Strong project management experience and skill
Experience managing day-to-day operations of complex projects or programs, inclusive of vendor management
Strong communication and interpersonal skills, with the ability to effectively engage with cross-functional teams
Strong understanding of CRM and related Patient Support Services technologies
Compliance mindset with strong attention to detail
Empathy, compassion, and a patient-centric mindset to provide the best possible support and care
Strong proficiency with Microsoft Office suite
Proficiency with Visio or similar process mapping program
Experience engaging with specialty pharmacy led patient support programs

Nice To Haves

Master’s Degree in life sciences, business, or a related field
Experience with Tableau or similar business intelligence tools
Rare disease and / or complex therapy administration experience

Responsibilities

Serve as operational lead with responsibility for establishing and designing the relationship and operational guidelines for the third-party nursing company.
Responsible for supporting ongoing relationship between the trainer nurses and patients.
Develop the process maps and operational workflow models, responsible for weekly updates, operational training scheduling (non-clinical training), Navigator interactions, monthly reporting and metrics on nurse engagement, etc. and work with nursing company to integrate CRM.
Collaborate with nursing vendor regarding compliance, quality, rules, expectations for ways of working, adhering to policies/practices/structure, determine how info is transitioned from patient to specialty pharmacy after training.
Responsible for the creation and maintenance of business rules, work instructions, and SOPs.
Effectively partner with legal and compliance teams for alignment and approval.
Contribute to the achievement of overall strategic goals and planning.
Proactively monitor and mitigate program execution risks - utilize program performance data and feedback, continuously optimize and evolve program design and operations to ensure the program is meeting defined objectives and providing a streamlined patient experience.
Develop and maintain scorecards and dashboards to measure and report program performance.
Use data and analytical dashboards to identify and act on program performance trends.
Manage vendor performance against all KPIs, lead program and project management, lead QBR planning and execution, and ensure all SOPs are adhered to for strict program compliance.
Maintain and monitor program budget.
Responsible for coaching on workflow and interactions across Patient Relations' various teams.
Collaborate with Patient Relations team to ensure program is fully integrated into our end-to-end patient journey / United Therapeutics Cares program.
Collaborate with UT's departmental training lead(s) to ensure clear training objectives and measures of success for program rollout and enhancements.
Assist Clinical Product Training Management in managing and training the nurses and nursing company.
Ensure all patient relations activities are performed in a manner that is consistent with and compliant with all the laws and company policies.