About Servier
At Servier, we are dedicated to bringing the promise of tomorrow to the patients we serve.
We are a commercial stage, privately held pharmaceutical company, based in the U.S. Currently, we have four medicines approved in acute lymphoblastic leukemia (ALL), acute myeloid leukemia (AML) and cholangiocarcinoma (CCA). We have also accelerated our investment in hard-to-treat cancers, with more than 50% of our research and development dedicated to delivering significant advances in areas of high unmet need that may truly move the needle for our patients. Our pipeline is promising with several Phase 3 assets in the Oncology space.
Role Summary
The Patient Experience Manager (PEM) position is a member of Patient Services team and part of the larger Patient Office. This role reports to Sr Dir, Patient Services. The PEM works in close coordination with patients, caregivers, healthcare providers (HCPs), field-based teams, and external patient services (Hub) and distribution partners (including specialty pharmacies) to build a best-in-class patient experience.
This position will be involved in day to day tactical activities aligned to the department’s strategic imperatives. The PEM will work closely on the new and existing HUB and clinical support infrastructure. They will ensure patients are receiving products by removing any modifiable barriers, ultimately driving adherence and persistence. This role will collaborate across the Patient Services team as well as with cross functional partners such as Market Access, Marketing, Patient Access, and IT. This individual will also gain exposure to Servier’s portfolio of products and ensure that patients and providers receive effective, compliant delivery in a rapidly changing policy and reimbursement environment. This is an excellent opportunity to join a high performing team committed to making a difference in the lives of oncology patients.
Primary Responsibilities
- Support New Product Launch Patient Support Program
- Educate the patient on their coverage based on their benefits and ensure an understanding of the process for medication access.
- Provide information on co-pay assistance programs, independent third-party foundations, and free drug programs by sharing information to patients as appropriate and needed.
- Provide proactive access and reimbursement education to healthcare professionals ranging from prior authorization to coding and billing requirements.
- Develop relationships with patients, caregivers, and HCPs by engaging via phone and email.
- Engage in distribution and specialty pharmacy discussions as they relate to patient services, particularly around onboarding pending patients and overdue patients. Remove all relevant access hurdles to attain product.
- Review, approve and seek additional information for all patient assistance program applications.
- Deliver a positive patient, caregiver and provider experience by assessing needs and develop action plans that identify and troubleshoot future reimbursement barriers to support treatment initiation and ensure continuation of the patient’s treatment journey.
- Anticipate and manage patient and provider program issues, oversight of vendors and the eligibility process, address and resolve escalated issues, and implement program improvements.
- Provide case support for that will be used with internal stakeholders, including field sales, marketing, medical affairs, market access, national accounts, legal and finance.
- Highlight areas of opportunity to standardize applications, processes and tools across all products.
- Other duties as required or directed by the Manager or Functional Management
- Work collaboratively within Patient Services to grow and build the Servier Patient Services programming to meet the demands and needs of all products as needed
- Develop materials that increase provider and patient/caregiver awareness of patient support services.
- Request any data analytics for the patient services programs and consolidate into a presentation-ready format
- Manage and track all decisions in trackers
- Assist in all vendor-related issues and remain diligent in closing out
Education and Required Skills
- Bachelor's degree or equivalent in science or business-related field required; advanced degree preferred
- Account management, reimbursement or Coding/Billing experience is a plus
- 2-3 years of Patient Services case management experience at a biotech or pharmaceutical company preferred
- Experience within oncology oral Patient Services programming and new-to-market therapy preferred
- Background in implementing comprehensive patient access and reimbursement programs, call centres and hub operations.
- Possess exceptional communication skills, both oral and written
- Must be able to work with autonomy and in teams as necessary
- Ability to work in a fast-paced cross functional environment liaising with sales, marketing and market access is required
- Ability to prioritize and organize large volumes of case, and complete projects on time
- Knowledge of US payer coverage and reimbursement environment, CMS policies pertaining to access services as a result of the Affordable Care Act (ACA) and pharmaceutical channel dynamics.
- Knowledge of regulations and laws governing the protection of patient identifying information (HIPPA, HITECH).
Travel and Location
- Remote
- Travel to Boston HQ expected every 2-3 months
- Travel up to 15% of time
Salary Range
The salary range for this role is $90,000 - $115,000. An employee’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Employees in this position are also eligible for Short-Term and Long-Term incentive programs. Servier also offers a competitive and comprehensive benefits package that includes benefits such as medical, dental, vision, flexible time off (Servier provides unlimited sick time and flex time, and does not accrue time off), 401(k), life and disability insurance, recognition programs among other great benefits (all benefits are subject to eligibility requirements). For more information on our benefits, please visit this link.
