SUN PHARMA
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Senior Manager, Patient Support Services
role at
SUN PHARMA
Sun Pharmaceutical Industries Ltd is the fourth largest generic pharmaceutical company in the world, rapidly building our brand presence. We manufacture, market and distribute pharmaceuticals to the nation’s largest wholesalers, distributors, warehousing and non-warehousing chain drugstores as well as managed care providers. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately the patient. Current manufacturing capabilities allow Sun Pharma to develop products across most therapeutic categories.
Job Summary The Senior Manager, Patient Support Services reports to the Director, Patient Support Services and Operations and is a key role within the patient services team, responsible for ensuring an optimal overall patient support service experience for healthcare providers (HCPs) and patients that leads to speed to therapy and high touch support. Responsibilities include identifying potential gaps in operational processes and providing immediate and long term solutions by effectively and expeditiously managing escalations and conducting routine audits. This individual will engage, collaborate and interact with internal stakeholders including Sales Leadership, Field Sales, Brand Marketing, Payer Marketing, Market Access, FRM Leadership and FRMs, the Training Department.
This role is accountable for managing Hub vendor performance and customer interactions. Will oversee that the programs are operating according to defined terms and conditions, ensuring Hub vendor performance aligns with contractual expectations, desired 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 overall 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, collaborate with the vendor escalation team to ensure timely resolution, uncover root causes, propose immediate and long term solutions, 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 programs meet and adhere to legal, regulatory and compliance standards, monitor hub process and free goods dispensing pharmacy to ensure operational flows are being followed, recommend course corrections when needed, monitor and ensure program(s) terms and conditions are in line with competitors in the marketplace.
Manage Hub vendor Performance and Relationships: Join weekly and ad hoc meetings with Hub vendor and specialty pharmacies to identify and close operational gaps, monitor specialty pharmacy triages, oversee the hub vendor’s interactions with HCPs, patients, insurer 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 team.
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 associated with free goods programs.
Strong analytical and auditing skills with the 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.
Compensation & Benefits The presently-anticipated base compensation pay range for this position is $145,000 to $177,500. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Incentive Compensation Bonus Plan. Employees are eligible to participate in Company employee benefit programs which include medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time.
The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company, or individual department/team performance, and market factors.
Equal Employment Opportunity We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, military or veteran status, generic predisposing characteristics or any other basis prohibited by law.
Agency Notice Sun Pharmaceuticals (Sun) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Sun employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Sun. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.
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Senior Manager, Patient Support Services
role at
SUN PHARMA
Sun Pharmaceutical Industries Ltd is the fourth largest generic pharmaceutical company in the world, rapidly building our brand presence. We manufacture, market and distribute pharmaceuticals to the nation’s largest wholesalers, distributors, warehousing and non-warehousing chain drugstores as well as managed care providers. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately the patient. Current manufacturing capabilities allow Sun Pharma to develop products across most therapeutic categories.
Job Summary The Senior Manager, Patient Support Services reports to the Director, Patient Support Services and Operations and is a key role within the patient services team, responsible for ensuring an optimal overall patient support service experience for healthcare providers (HCPs) and patients that leads to speed to therapy and high touch support. Responsibilities include identifying potential gaps in operational processes and providing immediate and long term solutions by effectively and expeditiously managing escalations and conducting routine audits. This individual will engage, collaborate and interact with internal stakeholders including Sales Leadership, Field Sales, Brand Marketing, Payer Marketing, Market Access, FRM Leadership and FRMs, the Training Department.
This role is accountable for managing Hub vendor performance and customer interactions. Will oversee that the programs are operating according to defined terms and conditions, ensuring Hub vendor performance aligns with contractual expectations, desired 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 overall 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, collaborate with the vendor escalation team to ensure timely resolution, uncover root causes, propose immediate and long term solutions, 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 programs meet and adhere to legal, regulatory and compliance standards, monitor hub process and free goods dispensing pharmacy to ensure operational flows are being followed, recommend course corrections when needed, monitor and ensure program(s) terms and conditions are in line with competitors in the marketplace.
Manage Hub vendor Performance and Relationships: Join weekly and ad hoc meetings with Hub vendor and specialty pharmacies to identify and close operational gaps, monitor specialty pharmacy triages, oversee the hub vendor’s interactions with HCPs, patients, insurer 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 team.
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 associated with free goods programs.
Strong analytical and auditing skills with the 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.
Compensation & Benefits The presently-anticipated base compensation pay range for this position is $145,000 to $177,500. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Incentive Compensation Bonus Plan. Employees are eligible to participate in Company employee benefit programs which include medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time.
The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company, or individual department/team performance, and market factors.
Equal Employment Opportunity We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, military or veteran status, generic predisposing characteristics or any other basis prohibited by law.
Agency Notice Sun Pharmaceuticals (Sun) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Sun employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Sun. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.
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