Associate Director, Affordability COE PB – Call Center in Patient Support Services

Sanofi; Cambridge; On-site; GBP 109,000 - 159,000; Full time

Job summary

A leading pharmaceutical company in Cambridge is seeking an Associate Director to oversee call center operations in Patient Support Services. This role requires at least 7 years in affordability services and strong leadership skills. You will build programs to support patient access and manage vendor relationships. This position offers competitive compensation and opportunities for growth within an innovative team.

Benefits

Competitive rewards

Comprehensive health benefits

Opportunities for growth and international mobility

Qualifications

• 7+ years in affordability or patient support services in pharma/healthcare.
• 5+ years supervisory experience.
• Experience with patient programs, consolidations, or conversions.
• Understanding of market dynamics and policy in patient access.

Responsibilities

• Oversee call centers for existing and upcoming immunology assets.
• Build and operationalize financial assistance call support programs.
• Monitor analytics, dashboards, queues, and escalations.
• Collaborate across teams to align objectives.

Skills

Leadership skills

Problem-solving

Relationship-building

Communication skills

Education

BA/BS in Business, Healthcare Management, Public Health, or related field

Advanced degree (MBA, MFin)

Job description

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Associate Director, Affordability COE PB – Call Center in Patient Support Services, Cambridge

Client: Sanofi

Location: Cambridge, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: e8077c8e8242

Job Views: 5

Posted: 12.08.2025

Expiry Date: 26.09.2025

Job Description:

Job Title: Associate Director, Affordability COE PB – Call Center in Patient Support Services

Location: Cambridge, MA Morristown, NJ

About the Job

At Sanofi, we are dedicated to transforming patient health through science. As a leading pharmaceutical company, we focus on drug development and ensuring patient access and affordability.

The Sanofi Patient Support Services (PSS) team supports patients accessing Sanofi therapies through reimbursement, logistics, financial assistance, and education programs. The PSS organization also includes field teams providing education and support to patients and customers.

As the Associate Director of Affordability – Call Center in the newly formed Center of Excellence (COE), you will oversee our call centers for existing and upcoming immunology assets. You will ensure effective implementation and evolution of affordability programs, support patient access, and manage education for patients and call center agents, vendor relationships, and stakeholder collaboration.

We are committed to transforming lives with innovative healthcare solutions, improving products, understanding unmet needs, and connecting communities worldwide.

Main Responsibilities:

• Build and operationalize financial assistance call support programs for patients and pharmacies.
• Assess service levels and capabilities required for call center services.
• Monitor analytics, dashboards, queues, escalations, etc.
• Ensure compliance with pharmacovigilance and company policies.
• Recommend and implement scalable, personalized services.
• Streamline processes, leverage technology, and promote continuous improvement.
• Develop knowledge management tools, SOPs, FAQs, and workflows.
• Ensure resources support patient needs.
• Guide vendor call center operations.
• Analyze performance data and develop plans to meet KPIs.
• Present program performance to internal teams.
• Serve as subject matter expert for patient call support.
• Collaborate across teams to align objectives.
• Stay informed about policy changes impacting programs.
• Maintain vendor training requirements.
• Lead and innovate within the Patient Services team.

About You

Basic Qualifications:

• BA/BS in Business, Healthcare Management, Public Health, or related field.
• 7+ years in affordability or patient support services in pharma/healthcare.
• 5+ years supervisory experience.
• Experience with patient programs, consolidations, or conversions.
• Understanding of market dynamics and policy in patient access.
• Ability to travel up to 25%.

Preferred Qualifications:

• Advanced degree (MBA, MFin).
• Excellent communication, relationship-building, and leadership skills.
• Strong problem-solving and organizational skills.

Why Choose Us?

• Join a supportive, innovative team dedicated to science and patient impact.
• Opportunities for growth and international mobility.
• Competitive rewards and comprehensive health benefits.

Sanofi is an Equal Opportunity Employer committed to diversity and inclusion. We consider all qualified applicants without regard to race, color, religion, sex, national origin, or other protected characteristics.

Salary range: $147,000 - $212,333.33. Compensation depends on experience. Benefits details available on our website.