Patient Services Manager

Description:

The Senior Manager of Patient Services will be responsible for all elements of Patient Solution Services for the organization, including eVoucher co-pay programs, PAP, PA, HUB operations, specialty pharmacy enhanced services, competitive landscape/monitoring, as well as overall program strategy, design, and strong monitoring with performance management for all pipeline and in-market brands. This position will have an impact to the organization across specialty, oncology and biosimilar products. In addition, this role will have a direct impact on the P&L of multi-million-dollar brand programs to support patients. Reporting, analytics, gross to net impact and financial accruals will be an integral part of the duties of this role. The role will work closely with leaders from the Market Access and Trade Operations as well as the broader commercial teams to develop and implement effective patient access solutions based on a deep and proactive understanding of patient needs and alignment with brand strategies. This role will lead and manage service providers to drive seamless delivery of products to patients. The Senior Manager of Patient Services will report to the Director, Patient Support Services and serve as an integral member of the Market Access leadership team responsible for shaping a patient-focused access strategy. This role will assist in delivering the optimal distribution network for patient access and effective services in support of product access.

Essential Functions:

• COLLABORATING: Work with broader commercial teams to build best in class patient affordability & service solutions including reimbursement hub, co-pay, and associated support programs to optimize patient initiation and retention. Consistently engage with Market Access leadership to ensure a deep understanding of the business and to identify specific needs and opportunities netting value to Amneal. Analyze and understand market access strategy, goals and financial impact as it relates to patient support programs and offerings. The position must have knowledge of programs and patient needs across all therapeutic areas and businesses. Monitor hub, copay and specialty pharmacy programs and contracting trends, collaborate with Trade, Marketing and Sales to recommend management strategies to drive patient compliance and adherence. Participate in strategy sessions with product marketing and business partners on new contracting initiatives; enhance reporting capability to track performance of new programs. Coordinating with the marketing team to develop system driven operational SOPs. Assist in development of marketing support pieces for patients, offices and HCP customers to support Amneal’s patient service offerings. Working cross functionality to drive system efficiencies across all patient access vendors (i.e. field reimbursement team, fulfillment and nursing support vendors). Provide education to be used for physicians, physician office staff, and organizational associates regarding assigned Patient Access requirements.
• CONTRACTING: Develop draft Request for Quotes (RFQs), Request for Proposals (RFPs). Create, review, edit and assist in negotiating contract agreements. Assist in identification, development and implementation of new contract policies and processes. Understand inter-customer dynamics and the commercial implications for structuring contract negotiations. Monitor contract implementation and execution with our selected trade, site of care, and specialty pharmacy partners to ensure business objectives of the contract are met. Monitor the industry and regulatory changes that could influence contract terms and reporting requirements. Utilize knowledge of channel/customer economics to negotiate contract language to drive value for customer and Amneal. Ensures government pricing implications are identified and considered. Structure all contracts to be consistent with brand strategy and to maximize value creation for all stakeholders. Evaluate and recommend P&L and gross to net impacts of programs and services being provided by Amneal as a portion of the overall financial viability of brand efforts. Ensure that recommendations are specific to the therapeutic area and our business goals for specialty, generic in some cases as well as biosimilar products.
• REPORTING: Prepare required reports using statistically sound information, displaying content in easily understandable format; Escalate to the Director any unfavorable trends\Develop strategic and tactical distribution channel plan for solutions to patient access including uncovering channel needs, stakeholder / influence mapping, identifying / prioritizing business goals, defining and delivering value propositions in collaboration with Marketing, Market Access and Trade teams. Effectively summarize key points for senior leadership and other internal audiences; translate and adjust messaging for non-finance personnel. Prepare routine and ad hoc presentations to display progress and effectiveness of Trade tactics. Ensure vendor partners are providing timely, accurate and verifiable data and information to Amneal, across all business areas.
• OPERATIONS: The key day to day operation activities including evaluation of patient access services, HUB and commercial copay design and implementation, leadership of Quarterly Business Reviews (QBR), performance management and customer engagement feedback assessments. PRC submission of brand call center materials, including training, patient documents, business rules, etc. Identify action plans to improve the quality of services in a cost-efficient manner and facilitate plan implementation. In addition, this position will be a key liaison between the commercial and sales organization and the vendors and services provided to patients and customers. Training, education and communication with the commercial team will be critical in this role.
• VENDORS: Manage the processes and vendors that oversee successful execution of channel distribution and patient support strategy. Lead external vendors to establish a patient access strategy, performance guidelines and define patient services including eVoucher/Copay, HUB, PA and Patient Assistance Programs. Establish vendor service requirements, performance metrics, engagement and program Service Level Agreements (SLAs). Serve as a business lead for system design and development for patient access tools including but not limited to CRMs, HCP facing platforms, and field analytics insights (i.e. HCP Portal). Design patient and provider coverage support processes (e.g., identification of existing and new sources of coverage, review of standardized PA/appeals forms and other relevant resources, including establishing SOPs. Lead, supervise, and foster the development of the Hub Services team and operational support including field training and issue resolution. Manage the coordination of payor updates with strategic vendors across portfolio to include plan updates and electronic benefit verification impacts.

Education:

• Bachelors Degree (BA/BS) Business, Accounting, Finance or Marketing - Required
• Master Degree (MBA) - Preferred

Experience:

• 5 years or more in experience with distributors, limited distribution networks, building and managing reimbursement hubs, co-pay and patient assistance programs
• 5 years or more in experience in pharmaceutical industry in either HUBs, PAPs, Specialty Pharmacy; including use of data in the development of business

Amneal is an Equal Opportunity Employer that does not discriminate on the basis of sex, age, race, color, creed, religion, national origin, sexual orientation, gender identity, genetic information, disability, veteran status, liability for service in the U.S. Armed Forces or any other characteristic protected by applicable federal, state, or local laws.