Patient CRM Functional SME

Indegene; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

Indegene, a technology-led healthcare solutions provider, seeks a Patient CRM Functional SME to design, implement, and optimize CRM capabilities supporting patient engagement and programs. You will bridge Patient Services, technology, vendors, and CRM delivery teams, translating business needs into scalable CRM processes while ensuring pharma industry compliance.

You will lead requirements, map processes, develop user stories, and validate solutions, defining omnichannel engagement and

Qualifications

• 4+ years in CRM, patient services, or related life-sciences tech.
• Experience in pharma/biotech/healthcare industry.
• Understanding of Patient Support Programs and patient engagement.
• Strong CRM concepts: case management, workflows, consent, reporting.
• Translate complex requirements into user stories, flows, and acceptance criteria.
• Experience with cross-functional teams including privacy, compliance, and operations.
• Experience leading or supporting UAT and production releases.

Responsibilities

• Serve as the functional SME for Patient CRM, providing expertise across patient engagement and support-program processes.
• Partner with stakeholders to understand objectives and translate them into CRM capabilities.
• Lead requirements gathering, process mapping, and solution validation.
• Define and optimize patient journeys across enrollment, onboarding, education, treatment initiation, adherence, support, and program completion.
• Support CRM capabilities for patient case management, consent, communication preferences, interactions, tasks, referrals, and service requests.
• Define integration requirements between Patient CRM and systems like portals, contact centers, and analytics.
• Lead functional testing and support SIT, UAT, defect triage, and release readiness.
• Ensure compliance with privacy, consent, security, pharmacovigilance, and regulated life-sciences processes.

Skills

CRM domain knowledge

Patient engagement

Cross-functional collaboration

UAT support

Regulatory/privacy awareness

Stakeholder management

Tools

Salesforce Health Cloud

Veeva CRM

Job description

We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that is bold, industrious and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com

What if we told you that you can move to an exciting role in an entrepreneurial organization without the usual risks associated with it?

We understand that you are looking for growth and variety in your career at this point and we would love for you to join us in our journey and grow with us. At Indegene, our roles come with the excitement you require at this stage of your career with the reliability you seek. We hire the best and trust them from day 1 to deliver global impact, handle teams and be responsible for the outcomes while our leaders support and mentor you.

We are a profitable rapidly growing global organization and are scouting for the best talent for this phase of growth. With us, you are at the intersection of two of the most exciting industries of healthcare and technology. We offer global opportunities with fast-track careers while you work with a team that is fueled by purpose. The combination of these will lead to a truly differentiated experience for you.

Patient CRM Functional SME

The Patient CRM Functional Subject Matter Expert (SME) will provide functional expertise for the design, implementation, enhancement, and ongoing optimization of CRM capabilities supporting patient engagement and patient support programs. The role serves as the bridge between Patient Services business teams, technology teams, vendors, and CRM delivery teams, translating patient-support business needs into scalable CRM processes and solutions while ensuring compliance with pharmaceutical industry requirements.

Key Responsibilities

• Serve as the functional SME for Patient CRM, providing expertise across patient engagement, patient services, and support-program processes.
• Partner with Patient Services, Brand, Digital, Operations, Compliance, Privacy, and Technology stakeholders to understand business objectives and translate them into CRM capabilities.
• Lead requirements gathering, process mapping, functional design, user-story development, acceptance criteria, and solution validation.
• Define and optimize patient journeys across enrollment, onboarding, education, treatment initiation, adherence, ongoing support, and program completion.
• Support CRM capabilities for patient case management, consent and communication preferences, patient interactions, tasks, referrals, escalations, and service requests.
• Define requirements for omnichannel patient engagement across phone, email, SMS, portals, mobile applications, and approved digital communications.
• Partner with technical architects and developers to ensure functional requirements are translated appropriately into solution designs.
• Define integration requirements between Patient CRM and systems such as patient portals, contact centers, specialty pharmacies, patient support vendors, data platforms, marketing/engagement platforms, and analytics solutions.
• Lead functional testing and support SIT, UAT, defect triage, release readiness, and post-production validation.
• Ensure solutions comply with applicable privacy, consent, security, pharmacovigilance/adverse-event reporting, and regulated life-sciences processes.
• Support data-quality, reporting, operational dashboards, and KPI requirements for patient programs.
• Identify opportunities for process simplification, automation, personalization, and improved patient experience.
• Maintain functional documentation, process flows, business rules, requirements, and solution decisions.
• Provide functional guidance during production support, issue triage, enhancements, and platform releases.
• Act as a trusted advisor to business stakeholders on Patient CRM roadmap and capability evolution.

Required Qualifications

• 4+ years of experience in CRM, patient services, commercial operations, digital health, or related life-sciences technology.
• Strong experience within the pharmaceutical, biotechnology, or healthcare industry.
• Demonstrated understanding of Patient Support Programs (PSPs) and patient engagement processes.
• Strong functional knowledge of CRM concepts including case management, workflow, interaction management, consent/preferences, communication, and reporting.
• Experience translating complex business requirements into functional requirements, user stories, process flows, and acceptance criteria.
• Experience working with cross-functional business, technology, vendor, privacy, compliance, and operations teams.
• Strong understanding of system integration and patient-data flows.
• Experience leading or supporting UAT, defect management, and production releases.
• Excellent stakeholder-management, facilitation, analytical, and communication skills.

Preferred Qualifications

• Experience with Salesforce CRM - preferably Lifesciences Cloud/Health Cloud
• Experience with Veeva and broader pharmaceutical CRM ecosystems.
• Knowledge of patient-support capabilities such as patient enrollment, benefits verification, prior authorization, financial assistance/co-pay programs, specialty pharmacy coordination, adherence programs, nurse/educator support, and patient communication

EQUAL OPPORTUNITY

Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, candidate’s merit and qualification.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.