Patient Support Operations Senior Manager Job Boston area,Massachusetts USA,Healthcare

Patient Support Operations Senior Manager

Vertex is looking to hire a Senior Manager, Program Quality, to join our Pain Patient Support Team. As a subject matter expert, you will play a crucial role in building, monitoring, and auditing compliance with the PSP policies and tracking corrective and preventative actions. The ideal candidate has a proven track record of driving highly cross‑functional teams and thrives in a fast‑paced, innovation‑focused environment.

You will report to the Head of Pain Patient Support.

Key Responsibilities

Ensure adherence to the pain privacy standards, meet or exceed Vertex quality and compliance standards, and pull through feedback to optimize the customer experienceительном

Manage internal and external PSP audit programs; utilize metrics and analytics to provide insight into process adherence, assess skill gaps and ultimately inform appropriate and meaningful training programs (liaise with internal commercial training and external vendors)

Build and conduct monthly communication monitoring (e.g. calls, texts, emails) of PSP internal and vendor engagements, develop score cards, and lead internal and external call calibrations

Build and manage Pain Patient Support Program SOPs, manuals, and work instructions and all tactics related to document management

Establish and support GXP Event Management processes including quality and compliance standards, processes and measurement systems

Responsible for audit of external PSP vendors; lead assessment, present findings, and track outcomes & deliverables (e.g. monitor adherence of our financial support programs business rules)

Lead for PSP on internal audits conducted directly by Vertex personnel; oversee and engage on external audits conducted by a vendor on behalf of Vertex

Acts as a liaison with Global Patient Safety and is responsible for overseeing AE/PC/other safety information reporting and monitoring compliance to these policies and training for external vendors and patient support team training

Responsible for VCARES administration in AE/PC system platforms and oversight (admin add/remove users, ensure annual trainings occur, ensure materials are most up to date, point of escalation, engage Global Patient Safety on vendor inquiries, VCARES point of contact for releases, changes, revisions to system)

Lead quarterly readouts to OBIE/Legal on assurance findings and trends

Work PSP stakeholders to ensure appropriate steps are taken to address audit findings/observations of nonconformance; ensures adequate and timely closure of CAPAs generated from फीٹ audits

Responsible for identifying training needs, developing corresponding materials, coordinating training of applicable team and ensuring compliance/completion deadlines are met for PSP team and all external vendors

Act as the Privacy and Compliance champion

Liaise with the office of Business Integrity & Ethics увидут, Legal, Privacy Office and other field facing teams to proactively enhance how our cross‑functional teams can appropriately interact together and with external stakeholders; ensure guidance is clear, up to date, and pulled through (e.g. US Guidebook)

Identify opportunities for operational efficiencies and continuous improvement and partner with colleagues in COE (Center of Excellence) to share learnings / best practices

Manage current and future cross‑functional projects that improve processes that support the multilayered Patient Services Teams

Minimum Qualifications

A Bachelor’s degree with 5+ year’s pharmaceutical/biotech industry experience
Experience working in a Quality or Compliance role or relevant comparable background in Patient Support preferred
Intellectually curious with a continuous improvement mindset; high customer service aptitude, seeks to understand and self‑educate on current trends in patient services quality programs

Preferred Qualifications

Experience in patient focused programs within associated HIPAA regulations and other legal parameters and patient privacy policies Patient-centric and customer service minded
Product Launch experience of drugs with complex service models
Willingness to work in a fast pace environment, and have the ability to…


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