Patient Services, Senior Manager

Celltrion USA, Inc.; United (WV); On-site; USD 90,000 - 130,000; Full time

Job summary

Celltrion USA, Inc. seeks an experienced Patient Services Program Manager to lead all patient services and programs.

Reporting to the Director, Patient Services, you will drive cross-functional collaboration and ensure exceptional patient experiences across HUB, copay, and assistance programs. You will oversee vendor relationships, contract documentation, data reporting, and market monitoring, while supporting reimbursement teams and maintaining regulatory compliance.

Qualifications

• Bachelor’s degree in healthcare, business, pharmacy, nursing, or related field.
• Minimum 5 years in patient services, HUB, or reimbursement roles.
• Experience with PSP operations and regulatory compliance.
• Strong analytical, communication, and cross-functional collaboration skills.
• Proficient in Excel, Outlook and Word; Tableau and Salesforce CRM preferred.

Responsibilities

• Contribute to best-in-class patient services programs aligning with commercial vision.
• Manage patient support vendors: HUB, copay, free drug programs, and agency of record.
• Support contracting: NDAs, MSAs, SOWs, BRDs, SDEA documentation.
• Improve patient experience by assessing needs and addressing access barriers.
• Monitor HUB services and competitive landscape for gaps.
• Support Field Reimbursement and Managed Care with timely service.
• Utilize data analytics to support strategic decisions and monitoring.

Skills

Problem solving

Analytical skills

Interpersonal skills

Communication skills

Collaboration

Microsoft Excel

Tableau

Salesforce CRM

Travel willingness

Education

Bachelor's degree in healthcare or related field

Tools

Salesforce CRM

Tableau

Excel

Outlook

Word

Job description

Job Description

About the Company:

Celltrion USA is Celltrion’s U.S. subsidiary established in 2018. Headquartered in New Jersey, Celltrion USA is committed to expanding access to biologics to improve care for U.S. patients. Celltrion USA will continue to leverage Celltrion’s unique heritage in biotechnology, supply chain excellence, and best-in-class sales capabilities to improve access to high-quality biopharmaceuticals for U.S. patients. Celltrion Healthcare, which suggested a new growth model in the Korean biopharmaceutical industry through biosimilars, is now advancing to new challenges to become a global pharmaceutical provider. Just as it has overcome many obstacles in the past, Celltrion Healthcare will successfully pave the path for global direct selling, which has never been achieved yet by Korean biopharmaceutical companies. As it continues to surpass its current success, Celltrion Healthcare will take a leap forward to become a leading global biopharmaceutical company.

Celltrion Healthcare provides biosimilar and innovative biopharmaceutical medications to help increase patient access to advanced therapies around the world.

POSITION SUMMARY

Reporting to the Director, Patient Services, responsible for ongoing management of all aspects of patient services and programs.

KEY ROLES AND RESPONSIBILITIES

• Contribute to the success of a best-in-class patient services programs to support Celltrion’s commercial vision by ensuring close cross functional collaboration and subject matter expertise
• Provide program management across all patient support vendors, including HUB, copay, free drug programs and creative agency of record.
• Support contracting execution - coordinate the signing, tracking, revision and storage of all NDAs, MSAs, SOWs, BRDs, and SDEA documents in accordance with company guidelines.
• Deliver an exceptional patient experience by assessing needs, developing action plans, and proactively addressing potential access barriers to support treatment initiation and support continuation of care.
• Monitor HUB Services programs and competitive landscape to identify potential gaps and/or areas of competitive advantage for Celltrion HUB Services, Copay and Patient Assistance Programs.
• Support Field Reimbursement and Managed Care team needs with strong communication and timely customer service
• Consistently leverage reporting tools and data analytics to support strategic decision making and ongoing program monitoring.

WORK EXPERIENCE

Minimum of 5 years of experience working either within a HUB vendor program (at the Supervisor level), a manufacturer patient support program, and/or field reimbursement role

QUALIFICATIONS

• Understanding of patient programs and HUB services at the case level. Knowledge or reimbursement through private payer insurance, Medicare Part B & D, Medicaid, Buy/Bill, and Specialty Pharmacy channels.
• Strong problem solving/analytical skills and ability to prioritize under tight deadlines.
• Demonstrated excellent interpersonal, written, verbal and visual communication and presentation skills.
• Demonstrated effective working relations in a global work environment
• Ability to proficiently use Microsoft Excel, Outlook, and Word. Tableau and Salesforce CRM experience preferred.
• Ability to travel periodically to Jersey City, NJ, Vendor sites, and meetings (10%)

EDUCATION

Bachelor’s Degree required in healthcare, business, pharmacy, nursing or related field

CORE COMPETENCIES

• PSP operations and strategy: Experience managing PSP operations across multiple brands.
• Regulatory Compliance: Deep understanding of healthcare regulations, privacy laws (HIPAA) and pharmaceutical industry guidelines
• Data analysis and Reporting: Ability to track KPIs, identify patient journey bottlenecks (abandonment) and generate actionable insights for program enhancements.
• Project Management: Skills to manage vendor performance, service level agreements and budget tracking.
• Communication Skills: Strong oral and written
• Collaboration: Ability to communicate across functions and at all levels in the organization
• Technical Proficiency: Competence in CRM systems (Salesforce/Veeva), digital tools and date reporting software
• Patient Advocacy and Empathy: A patient centric focus with strong communication skills for handling complaints resolving escalations and enhancing the patient experience.

Celltrion USA is an equal opportunity employer. It is our policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

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