Operations Manager, Patient Services

Job Title

Requisition

Location

Additional Locations

Job Description Summary

Job Description

The Operations Manager, Patient Services is responsible for the day-to-day support of the Patient Services Program(s) through project management and ongoing quality and monitoring procedures. The Operations Manager, Patient Services supports the Senior Director, Director and Senior Manager of Patient Services & Reimbursement through collaboration and partnership to ensure consistency and optimal support to our patients and HCPs. We are seeking an individual with direct experience in patient services within a reimbursement HUB and a proven track record of effective project management or program oversight.

• Provide day-to-day support and organizational oversight for the Patient Services team, including management of team activities and operations.

• Serve as the project management lead for all patient services activities, including partnering with stakeholders to define deliverables, managing meetings and documentation, tracking timelines, and providing regular status and risk updates on programs to internal leadership.

• Serve as the main point of contact for third parties supporting patient services programs including but not limited to: agency support, patient material vendors, and quality call monitoring program

• Manage purchase orders and invoice tracking for all patient services programs

• Manage patient support materials through the promotional resource committee (PRC) in partnership with SMEs and agencies for development of content, draft review with stakeholders, submission and tracking of internal PRC workflows, communication of newly approved materials to key stakeholders, and tracking of expiry materials for compliance

• Collaborate with IT and system teams to ensure pull through of patient service materials and roll out with end users for the patient services vendors

• Conduct weekly case audits to ensure vendor compliance with policies, SOPs, business rules and creation and tracking of CAPAs as required

• Report case findings and provide feedback to Mallinckrodt management, highlighting trends, successes, and opportunities for improvement

• Provide quality oversight and management with vendor quality teams to ensure quality monitoring matches identified program risks and training pull through is adhered to for identified quality issues

• Compliance monitoring for Mallinckrodt training requirements

• Identify program experience gaps by monitoring weekly live calls, reporting findings to vendors for coaching, and collaborating with patient services leadership to implement process improvements

• Bachelor's degree or equivalent relevant experience

• 5+ years of experience with reimbursement and affordability programs in the pharmaceutical industry. Rare disease experience is a plus.

• Strong written and verbal communication skills, with the ability to provide constructive feedback and clearly convey information tailored to diverse audiences

• Strong problem-solving skills, with the ability to apply analytical insights to drive effective solutions

• Highly organized and detail-oriented, capable of independently managing multiple priorities and deadlines; project management experience is preferred

• In-depth knowledge of benefit designs, payer operations, prior authorization, and appeals processes

• Willingness to travel and work extended or irregular hours as needed

This position works in close collaboration with external vendors and internal Commercial leadership. As it supports programs in the rare disease space, a deep commitment to improving patient outcomes and enhancing quality of life is essential.

This is a remote position or based in Bridgewater, NJ; however, frequent travel to patient support program sites is required. Travel is estimated at approximately 25% but may increase up to 50% depending on the candidate's proximity to key program locations.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

The expected base pay range for this position is $155,000-180,000. Please note that base pay offered may vary depending on factors including job-related knowledge, skills, and experience. This position is eligible for a bonus in accordance with the terms of the applicable program. Bonuses are awarded at the Company's discretion.

Mallinckrodt Pharmaceuticals offers employees a Total Rewards package which includes competitive pay and benefits. To learn more about our Total Rewards benefits please visit: Benefits & Well-Being

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