Description

Contribute to outstanding innovation Make braver choices

As a privately-owned, specialty healthcare company, Ferring focuses on developing life-changing innovations that help people live better lives. Our independence helps us cultivate an entrepreneurial spirit and long-term perspective that enables us to achieve growth and scale while remaining agile and true to our ‘people first’ philosophy. Built on a 70-year commitment to science and research, Ferring is relentless in pursuit of science that drives powerful discoveries and therapies to help people build families, stay healthy, and stand up to the world’s oldest enemy: disease.

The Manager, Patient Access will be responsible for leading day to day operations for certain aspects of Ferring hub programs, starting with the RBX product franchise and expanding to one or more products over time. Key duties will include leading data reporting and analysis of core statistics from the Ferring hub programs; quality checking call center operations through regular call calibration sessions with hub vendors; managing all “white mail” and case escalations related to hub services; maintaining a detailed status tracker to identify opportunities and resolve challenges related to hub operations. Manager will work closely with AD and Director of Patient Access, and provide support to both on projects and initiatives as needed.

Responsibilities:

• Manage all data reports from hub activities. Analyze data and identify new opportunities to improve hub services and flag any potential challenges that need to be addressed. Collaborate with hub vendor(s) so that reports will be delivered on time and in the agreed upon formats. Manage access to reporting portal so that Ferring colleagues will be able to view the data that is appropriate to their function.
• Customer satisfaction: Drive exceptional customer service through hub through attentive management of KPIs. Establish and maintain KPI scorecards. Collaborate with hub vendors so that KPI reports are completed and submitted on a timely basis. Lead regularly scheduled KPI review sessions with vendors and Patient Access team. Establish and lead call calibration reviews with hub vendor. Conduct customer satisfaction studies across key stakeholders. Identify opportunities for improvement and contribute to the development of remediation plans and track progress on remediation efforts.
• Project management: Develop and maintain comprehensive status tracker related to all patient access programs. Lead regularly scheduled status meetings with patient access team to update tracker. Follow-up with appropriate Ferring colleagues to ensure that items listed on the tracker are addressed in a timely manner.
• Invoicing and budgeting: Review all vendor invoice submissions for accuracy and are within budget. Ensure invoices are submitted on a timely basis. Ensure that all invoices are reviewed and approved by appropriate patent access team members.
• Support Patient Access Director and Associate Director on new initiatives as required, including RFP for new vendors; program strategy and design; annual planning and budgeting; POA.

Requirements:

• BA/BS degree.
• 5 years of experience in the pharmaceutical/biotech industry, or experience with a Hub service provider.
• Understanding how to manage and improve customer experience and ensure high customer satisfaction levels.
• Experience managing and analyzing data and using data to identify challenges and new opportunities.
• Experience with project management and ensuring tasks are completed in a timely manner.
• Familiarity reimbursement support services, patient assistance programs and co-pay programs.
• Understanding of legal/regulatory/safety requirements with hubs.
• Ability to work cross-functionally as need to achieve desired results.
• Agility with data and data analysis.
• Driven to deliver excellent customer service.
• Strong project management capabilities.
• Excellent interpersonal and communication skills.
• Strong business acumen.

TSP is an affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)