SUN PHARMA
Overview
Join to apply for the
Senior Manager, Patient Support Services
role at SUN PHARMA. Sun Pharmaceuticals Industries Inc. is the fourth largest generic pharmaceutical company in the world. We manufacture, market and distribute pharmaceuticals to wholesalers, distributors, and various healthcare providers. Our goal is to develop and market quality products that bring value to our customers and patients. Our global workforce is bound by common values. Job Summary
The Senior Manager, Patient Support Services reports to the Director, Patient Support Services and Operations and is a key member of the patient services team. The role is responsible for ensuring an optimal patient support service experience for healthcare providers (HCPs) and patients that leads to speed to therapy and high-touch support. Responsibilities include identifying gaps in operational processes and providing immediate and long-term solutions by effectively managing escalations and conducting routine audits. This role collaborates with internal stakeholders including Sales Leadership, Field Sales, Brand Marketing, Payer Marketing, Market Access, FRM Leadership and FRMs, and the Training Department. This role manages Hub vendor performance and customer interactions, ensuring programs operate according to terms and conditions and align with contractual expectations and patient outcomes within budget parameters. Responsibilities
Participates in New Program Design and Implementation Works with Operations Team to Improve Processes Identify workflow inefficiencies and gaps through audits and call reviews Propose and support implementation of process enhancements to improve speed to therapy and the hub experience Identify ways to overcome access barriers such as obtaining authorization or medical exceptions for uncovered drugs Case Escalation Management: Manage daily inbound escalations with the vendor escalation team to ensure timely resolution Uncover root causes and propose immediate and long-term solutions to ADS and Patient Support Services Operations Communicate resolution outcomes with key stakeholders Case Auditing & Oversight: Conduct routine audits to assess quality, accuracy, and compliance with hub processes Oversee Free Goods Programs; ensure compliance with legal, regulatory, and company standards Monitor hub processes and free goods dispensing to ensure correct operational flows, and recommend course corrections when needed Monitor program terms and conditions against the marketplace Manage Hub vendor performance and relationships Join weekly and ad hoc meetings with Hub vendors and specialty pharmacies to identify and close operational gaps Monitor SP triages, including early access programs (EAP) and patient assistance programs (PAP); assist with pull-through by engaging Field Reimbursement Manager (FRM) Oversee hub vendor interactions with HCPs, patients, insurers and specialty pharmacies Cross-functional Collaboration: Partner with Medical, Legal, Compliance, Field Reimbursement, Market Access, and Brand teams to ensure program alignment and compliance Serve as a key stakeholder in vendor selection, contract negotiation, and ongoing relationship management for all programs Develop and lead training for sales and FRM teams Education & Qualifications
Minimum of a Bachelor’s degree; advanced degree preferred Minimum of five (5) years of experience in patient services, case management, or hub operations Familiarity with specialty pharmacy workflows, EAP/PAP programs, and payer landscapes Strong understanding of legal, regulatory and compliance guidelines related to free goods programs Strong analytical and auditing skills with ability to identify patterns and recommend solutions Excellent communication and organizational skills Proficiency in CRM systems (e.g., Salesforce) Prior experience working with FRMs or SPLs Background in pharmaceutical or healthcare services industry Comfortable with a dynamic, fast-paced work environment The presently anticipated base compensation range is $145,000 to $177,500, with variation based on factors such as location and experience. In addition, the role is part of an Incentive Compensation Bonus Plan. Benefits include medical, dental and vision coverage; life and disability insurance; 401(k); flexible spending accounts; and paid time off. The terms of compensation and benefits are governed by applicable plans and company policies. The position is at-will and Sun reserves the right to modify compensation and other terms at any time. The preceding job description describes the general nature and level of work and is not intended to be an exhaustive inventory of duties. The company may modify duties as needed. We provide equal employment opportunities for all applicants. This policy states that no one will be discriminated against because of race, religion, creed, color, national origin, sex, age, marital status, disability, sexual orientation, military status, or any other protected characteristic. Notice To Agency And Search Firm Representatives
Sun Pharmaceuticals is not accepting unsolicited resumes from agencies or search firms for this job posting. Resumes submitted without a valid written agreement may be considered the property of Sun and no fee will be paid for unsolicited referrals.
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Join to apply for the
Senior Manager, Patient Support Services
role at SUN PHARMA. Sun Pharmaceuticals Industries Inc. is the fourth largest generic pharmaceutical company in the world. We manufacture, market and distribute pharmaceuticals to wholesalers, distributors, and various healthcare providers. Our goal is to develop and market quality products that bring value to our customers and patients. Our global workforce is bound by common values. Job Summary
The Senior Manager, Patient Support Services reports to the Director, Patient Support Services and Operations and is a key member of the patient services team. The role is responsible for ensuring an optimal patient support service experience for healthcare providers (HCPs) and patients that leads to speed to therapy and high-touch support. Responsibilities include identifying gaps in operational processes and providing immediate and long-term solutions by effectively managing escalations and conducting routine audits. This role collaborates with internal stakeholders including Sales Leadership, Field Sales, Brand Marketing, Payer Marketing, Market Access, FRM Leadership and FRMs, and the Training Department. This role manages Hub vendor performance and customer interactions, ensuring programs operate according to terms and conditions and align with contractual expectations and patient outcomes within budget parameters. Responsibilities
Participates in New Program Design and Implementation Works with Operations Team to Improve Processes Identify workflow inefficiencies and gaps through audits and call reviews Propose and support implementation of process enhancements to improve speed to therapy and the hub experience Identify ways to overcome access barriers such as obtaining authorization or medical exceptions for uncovered drugs Case Escalation Management: Manage daily inbound escalations with the vendor escalation team to ensure timely resolution Uncover root causes and propose immediate and long-term solutions to ADS and Patient Support Services Operations Communicate resolution outcomes with key stakeholders Case Auditing & Oversight: Conduct routine audits to assess quality, accuracy, and compliance with hub processes Oversee Free Goods Programs; ensure compliance with legal, regulatory, and company standards Monitor hub processes and free goods dispensing to ensure correct operational flows, and recommend course corrections when needed Monitor program terms and conditions against the marketplace Manage Hub vendor performance and relationships Join weekly and ad hoc meetings with Hub vendors and specialty pharmacies to identify and close operational gaps Monitor SP triages, including early access programs (EAP) and patient assistance programs (PAP); assist with pull-through by engaging Field Reimbursement Manager (FRM) Oversee hub vendor interactions with HCPs, patients, insurers and specialty pharmacies Cross-functional Collaboration: Partner with Medical, Legal, Compliance, Field Reimbursement, Market Access, and Brand teams to ensure program alignment and compliance Serve as a key stakeholder in vendor selection, contract negotiation, and ongoing relationship management for all programs Develop and lead training for sales and FRM teams Education & Qualifications
Minimum of a Bachelor’s degree; advanced degree preferred Minimum of five (5) years of experience in patient services, case management, or hub operations Familiarity with specialty pharmacy workflows, EAP/PAP programs, and payer landscapes Strong understanding of legal, regulatory and compliance guidelines related to free goods programs Strong analytical and auditing skills with ability to identify patterns and recommend solutions Excellent communication and organizational skills Proficiency in CRM systems (e.g., Salesforce) Prior experience working with FRMs or SPLs Background in pharmaceutical or healthcare services industry Comfortable with a dynamic, fast-paced work environment The presently anticipated base compensation range is $145,000 to $177,500, with variation based on factors such as location and experience. In addition, the role is part of an Incentive Compensation Bonus Plan. Benefits include medical, dental and vision coverage; life and disability insurance; 401(k); flexible spending accounts; and paid time off. The terms of compensation and benefits are governed by applicable plans and company policies. The position is at-will and Sun reserves the right to modify compensation and other terms at any time. The preceding job description describes the general nature and level of work and is not intended to be an exhaustive inventory of duties. The company may modify duties as needed. We provide equal employment opportunities for all applicants. This policy states that no one will be discriminated against because of race, religion, creed, color, national origin, sex, age, marital status, disability, sexual orientation, military status, or any other protected characteristic. Notice To Agency And Search Firm Representatives
Sun Pharmaceuticals is not accepting unsolicited resumes from agencies or search firms for this job posting. Resumes submitted without a valid written agreement may be considered the property of Sun and no fee will be paid for unsolicited referrals.
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