Grifols Shared Services North America, Inc Hiring for Patient Services Manager at Kalamazoo, Michigan Full Time

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

The Patient Services Operations Manager will be responsible for operational management and support for the Prolastin Direct patient support program. They will provide day to day support and oversight of the Hub vendor and Specialty Pharmacy to ensure exceptional customer experience and appropriate, compliant, operational excellence. The Manager, Patient Services Operations will report directly to the Director of Patient Engagement and Distribution.

Responsibilities

• Act as the primary day-to-day contact for Hub vendor and Specialty Pharmacy partner operations teams.

• Identify, lead, and support the implementation of program/workflow enhancements that improve overall customer experience and patient access to treatment

• Drive innovation by identifying process improvements to enhance customer engagement and/or operational efficiencies

• Track and continually monitor Hub vendor and Specialty Pharmacy adherence to all relevant KPIs.

• Partner with the Market Access team to identify promotional collateral which would provide value to the patient community.

• Effectively handle and/or triage escalations from field teams to appropriate team members. Ensure resolution and follow up. Perform root cause analysis to identify escalation trends that should result in process improvements at Hub vendor and Specialty Pharmacy.

• Leverages data and metrics to analyze complex program issues, to make decsions, and to deliver on objectives in a timely manner

• Collaborates with Sales, marketing,market access and other internal funtional groups to achieve program goals and ensure patient access.

• Ensures standard operating procedures are followed, analyzes process and provides guidance to improve existing and formulate new processes and policies.

Knowledge, Skills, and Abilities

• Experience managing strategic vendor relationships

• Outstanding customer relationship building skills with ability to work with a diverse audience and influence cross functionally

• Strong collaborator.

• Proven ability to communicate and present effectively

• Strong analytical and problem-solving skills, ability to deliver on objectives in a timely manner

• Ability to travel 20%

Education

Bachelor’s Degree

5+ years related work experience in Pharmaceutical/Biological and/or pharmacy/ specialty pharmacy operations.

Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements. Example: If a job level requires a Bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate’s degree with 6 years of experience, or a Master’s degree with 2 years of experience.

The estimated pay scale for this role that is based Remotely is $120,000 per year. Additionally, the position is eligible to participate in the company bonus pool. We offer a wide variety of benefits including, but not limited to: Medical, Dental, Vision, PTO, up to 5% 401(K) match and tuition reimbursement. Final compensation packages will ultimately depend on education, experience, skillset, knowledge, where the role is performed, internal equity and market data. We are committed to offering our employees opportunities for professional growth and career progression. Grifols is a global healthcare organization with employees in 30 countries focused on patient health and providing impactful results. Since our humble beginnings in 1909, Grifols has been a family company that prides itself on its family-like culture. Our company has more than tripled over the last 10 years, and you can grow with us!

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Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other characteristic or status protected by law. We will consider for employment all qualified Applicants in a manner consistent with the requirements of applicable state and local laws.

Learn more about Grifols (https://www.grifols.com/en/what-we-do)

Req ID: 524453

Type: Regular Full-Time

Job Category: Marketing