Patient Support Vendor & Program Operations Manager

Pyramid Consulting, Inc; Boston (MA); Hybrid; USD 110,000 - 138,000; Full time

Benefits offered by this job

Health insurance

401(k)

Paid sick leave

Job summary

Pyramid Consulting, Inc. is seeking a Patient Support Vendor & Program Operations Manager for a 6+ month contract in Boston, MA (Hybrid). The role leads specialty pharmacy operations, coordinates with in-network teams, and drives data reporting and process improvements to enhance patient experience.

The ideal candidate has a Bachelor’s degree and 3+ years in healthcare/pharmaceuticals, plus strong Salesforce CRM and analytics skills to support payer structures and reimbursement workflows.

Qualifications

• Bachelor’s degree and 3+ years in healthcare/pharma.
• Strong understanding of payer structures (Commercial, Medicare, Medicaid, etc.).
• Experience in pharmaceutical access, reimbursement, analytics.
• Intellectually curious with a continuous improvement mindset and high customer service aptitude.
• Proficiency in Salesforce CRM and reporting tools.

Responsibilities

• Lead Specialty Pharmacy Operations and weekly stand-up calls with in-network Pharmacy Teams.
• Oversee day-to-day interactions with specialty pharmacies and manage pharmacy outreach processes.
• Manage CRM SP profiles, reference guides, trainings and rollout related to launches.
• Prepare for QBRs and status meetings with in-network pharmacies; report trends and insights.
• Monitor data quality and maintain dashboards; provide ad hoc reporting including seasonal coordination.
• Identify process improvements and analytics to enhance patient experience and team efficiency.
• Oversee patient transitions to new pharmacies due to insurance/PBM changes.
• Collaborate with internal teams to address issues and ensure alignment on SP initiatives.

Skills

Patient Support Operations

pharmaceutical access

Reimbursement

Salesforce CRM and reporting tools

Healthcare/pharmaceutical industry

Education

Bachelor’s Degree in Healthcare/Pharmaceutical Industry

Tools

Salesforce CRM

Data reporting tools

Job description

Immediate need for a talented Patient Support Vendor & Program Operations Manager. This is a 06+ Months Contract opportunity with long-term potential and is located in Boston, MA (Hybrid).

Job ID:26-26960

Pay Range: $80 - $100/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Specialty Pharmacy Operations
• Lead weekly stand-up calls with in-network Specialty Pharmacy Program Teams and identify trends and insights to report back to Patient Support Team
• Oversee day-to-day activities interactions with our specialty pharmacies including providing technical expertise for pharmacy questions and escalations & managing our pharmacy outreach process
• Manage CRM SP profiles & internal reference guides, and trainings/roll out related to launch, new initiatives and pharmacy operations
• Partner with PSSs for 340B support for 340B pharmacies/centers reporting data
• Prepare for Quarterly Business Reviews (QBRs) and status meetings with in-network pharmacies, provide feedback on pharmacy service levels, and provide insights into pharmacy trends and issues that affect our team and patients
• Monitor data quality, create and maintain dashboard, & provide ad hoc reporting, including seasonal coordination support
• Identify and drive process improvements & innovative solutions/analytics to make the patient experience better, and our team more efficient
• Oversee and support patient transitions to new pharmacies due to insurance/PBM changes
• Partner with internal Managed Markets Specialty Pharmacy Engagement Team to ensure alignment on trends, insights and SP initiatives to support patients, HCPs and PSSs.
• Oversee and manage daily/weekly escalations, and ensure timely resolution
• Collaborate with Access and Reimbursement team to address outstanding issues.
• Identify and implement system improvements to reduce redundant escalations.
• Monitor financial assistance issues and work with network pharmacies to resolve barriers to patient access.
• Monitor Patient Support Team (PST) Specialty Pharmacy escalations related to PSS/Patient/Caregiver/HCP challenges, identify and communicate trends and work closely with the team to find the root cause and create plans of action for resolution Analytics and Reporting
• Develop new and maintain existing data reporting for insight generation
• Work with Systems team on continuous improvement for internal and external reporting and trend monitoring
• Proactively monitor data quality, maintain dashboards and provide daily, weekly, quarterly and seasonal and ad hoc reporting to the Specialty Pharmacies
• Co-lead a “Rep” team of Patient Support Specialists to develop processes, share best practices and train teammates.
• Actively contributes to routine team meetings, business reviews and workshops.
• Proactively identifies challenges and offers up process improvements and solutions.
• Act in compliance with all laws, regulations and Client policies.
• Complete all Client-U requirements on time
• Other responsibilities as assigned

Key Requirements and Technology Experience:

• Must have skills: Patient Support Operations
• pharmaceutical access
• Reimbursement
• Salesforce CRM and reporting tools
• Healthcare/pharmaceutical industry
• Bachelor’s Degree and 3+ years of experience in the healthcare/pharmaceutical industry.
• Strong understanding of payer structures (Commercial, Medicare, Medicaid, etc.) and their impact on patient support.
• Experience in pharmaceutical access, reimbursement, commercial systems, and analytics.
• Intellectually curious with a continuous improvement mindset and high customer service aptitude.
• Ability to work in a fast-paced environment, multitask, and prioritize workload.
• Strong attention to detail, communication, presentation, and interpersonal skills.
• Proficiency in Salesforce CRM and reporting tools.

Our client is a leading Pharmaceutical Industry and we are currently interviewing to fill this and other similar contract positions.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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