Job Title: Sr. Manager, Patient Support
Job Location: United States
Job Location Type: Remote
Job Contract Type: Full-time
Job Seniority Level: Mid-Senior level
Company
At BioCryst, we share a deep commitment to improving the lives of people living with complement-mediated and other rare diseases. For over three decades we’ve been guided by our passion for not settling for “ordinary” in our quest to develop novel medicines. We leverage our expertise in structure-guided drug design to develop first-in-class or best-in-class oral small-molecule and protein therapeutics, led by the efforts of our team of expert scientists in our Discovery Center of Excellence in Birmingham, Alabama. Our global headquarters is in Durham, North Carolina, our European headquarters is in Dublin, Ireland and our employees span the globe across sites in multiple countries. We are proud of our culture of engagement and accountability that rewards people for innovative thinking and achievement of key objectives. For more information, please visit our website at www.biocryst.com or follow us on LinkedIn and Instagram.
Job Summary
The Sr. Manager, Patient Support is a non-commissioned based role independent of the sales organization. This role is responsible for oversight of all aspects of Case Management for consented patients on a BioCryst product. This individual will provide reimbursement assistance, education, and support for BioCryst products and will be responsible for leading and coaching a team of Patient Support Managers who educate patients, their caregivers, family members, physicians, nurses, and office staff to address and prevent access barriers to therapy. This individual will have a strong understanding of the product access and support needs of patients and healthcare providers in rare disease and/or specialty product markets.
NOTE: This role can be remote with candidates working on the EST time zone.
Essential Duties & Responsibilities
- Coach, mentor and guide a team of Patient Support Managers (PSMs) in educating patients, physicians, nurses and office staff while following strict compliance guidelines.
- Provide ongoing support to PSM’s through team calls, ride-alongs, and meetings to ensure compliance and effective use of tools for patient and HCP engagement.
- Manage PSM team goals and objectives and advise in challenging case management situations.
- Develop best practices and opportunities for process improvement to ensure consistency across the team.
- Work collaboratively with internal stakeholders to develop and execute comprehensive product access and patient support plan.
- Audit patient cases to ensure all program work instructions and standard operating procedures are followed
- Participate in recurring meetings with cross-functional commercial colleagues to ensure alignment across functions related to patient product access.
- Ensuring compliance with regards to the receipt, storage and use of PHI obtained by Empower Patient Services via the BioCryst consent form and through interactions with patients.
- In conjunction with patient advocacy, engage with local patient organizations to educate on access resources.
- Liaise with Marketing and other internal commercial functions to report key insights and findings in a compliant manner.
- Work collaboratively with cross-functional colleagues and external stakeholders to ensure seamless patient experience.
- Work collaboratively with specialty pharmacy partners to address cross functional team challenges and provide insights into program changes and optimization
- Foster a collaborative, inclusive, and high-performing team culture that emphasizes accountability and embraces innovation with a sense of urgency.
- Maintain a high degree of customer focus.
- Represent Patient Services at BioCryst regional/national conferences
- Demonstrate the highest degree of compliance and integrity.
- Other duties as assigned.
Experience & Qualifications
- Bachelor’s degree required, or an equivalent combination of education and experience.
- 7+ years of commercial experience required with a strong preference for Specialty Pharmacy and/or biotech/pharma experience
- 2+ years of direct people management experience preferred, or equivalent experience in mentoring/coaching, training, and guiding others.
- Demonstrated ability to coach and develop team members, direct management experience preferred
- Demonstrated ability to operate in a fast-paced, high-growth environment.
- Creative thinker; self-directed; able to develop a plan, gain alignment, and execute.
- Highly collaborative; flexible and can work easily across functions; comfortable leaning into all aspects of a commercial business and making recommendations to optimize company or team approach.
- Excellent written and verbal communication skills.
- Ability to build and maintain strong customer and partner relationships.
- Overnight travel to meetings, conferences, and medical offices may be required.
The statements in this position description are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. The manager may assign additional responsibilities and assignments from time to time.
BioCryst is an equal opportunity employer and is committed to providing equal employment opportunities without regard to age, race, religion, sex, sexual orientation, gender identity, national origin, Veterans status, disability and/or other protected class characteristics. Additionally, BioCryst is committed to achieving its business objectives in compliance with all federal, state and local law.
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