Patient Support Business Systems Manager

Job Description

General Summary:

The Patient Support Business Systems Manager supports the Kidney Patient Support team by managing the launch and continuous improvement of a new customer relationship management (CRM) system. This is an individual contributor role and a member of the US, Patient Support Center of Excellence (CoE).

The Patient Support Business Systems Manager partners deeply with Patient Support, Access & Reimbursement, Training, Quality & Compliance, Field teams, Data & Analytics, and Technology partners to translate business needs into scalable digital workflows, integrations, analytics, and enhancements that improve speed-to-therapy, patient experience, and operational efficiency. This role manages the CRM system and digital engagement tools thatpatient support specialists use in their day-to-day workflows to engage with patients and HCPs, specifically where processes overlap, and systems are integrated.

Key Duties and Responsibilities:

• Collaborate with business stakeholders to gather and groom functional requirements, then communicate with technical teams to translate items into technical system requirements.
• Strong background and working knowledge of AI-enabled patient service capabilities to improve access, speed to therapy, and patient/HCP engagement while meeting compliance and data governance standards
• Build and maintain end to end process flows across patient access and engagement journeys; facilitate functional and technical workshops to document current/future state, surface inefficiencies, and convert opportunities into prioritized backlog items and measurable workflow optimizations.
• Align and support creation of the annual business project plan and roadmap for Patient Services CRM with clear milestones and dependencies based on the overall vision. Ensure full alignment with Data, Technology and Engineering (DTE) function.
• Facilitates capability prioritization discussions with PSP team and can speak to their perspective on business priorities.
• Using strong project management, leadership, and communication skills hold self and PSP team accountable to stay on track with deliverable deadlines for requirements and annual planning.
• Works closely with DTE Project Manager to oversee end to end sprint management activities and ceremonies.
• Managing the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing business requirements within Jira.
• Participate in the RFP process for tools, technologies, and support with DTE.
• Provides Implementation support including validation of business requirements and User Acceptance Testing (UAT).
• Partner with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.

Knowledge and Skills:

• Experience in supporting commercial systems for patient support programs/hub services a plus
• Demonstrated strong project management, troubleshooting, and problem-solving skills
• Proven track record of success with strong results and excellent customer relationship skills
• Expected to be knowledgeable of the CRM system and digital engagement tools with patients/HCPs, understanding where processes and systems overlap and integrate to help drive process efficiencies for patient support specialists
• Excellent interpersonal, communication, organizational and facilitation skills
• Proactive, Self-motivated, Independent worker
• Passion for understanding emerging technologies with pragmatic insight into where those technologies can be integrated into business solutions
• Able to perform in a fast-paced environment, manage multiple priorities simultaneously, and communicate complex information clearly

Education and Experience:

• Bachelor's degree in computer science, software engineering or other related technology degree.
• Salesforce certifications
• 5+ years' relevant experience in life sciences organization or healthcare industry, including experience working with Salesforce platform, Salesforce Life Sciences Cloud / Health Cloud or similar CRM

Pay Range:

Disclosure Statement:

Flex Designation:

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid: work remotely up to two days per week; or select
2. On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

#LI-Hybrid

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com