Patient Support Vendor & Program Operations Manager

** Job Description
*
* Job Title:

** Patient Support Vendor & Program Operations Manager
** Department:
Patient Support Vendor & Program Operations, Center of Excellence

Location:

Boston, MA (Hybrid – 3 days per week on-site)

Job Description Vertex is seeking a
** Manager
* * to join the
** Patient Support Operations & Vendor Management Team
** within the
** US Patient Support Center of Excellence**. This team supports Vertex North America Commercial’s Patient Support organizations, which assist patients living with Cystic Fibrosis, Sickle Cell Disease, Beta-thalassemia, and Acute Pain.

The
** Patient Support Operations & Vendor Management Team
** oversees patient support vendors, including those managing financial assistance programs, benefits investigations, prior authorizations, and travel programs. The team also collaborates with Specialty Pharmacy partners to ensure a seamless patient experience.

This hybrid role requires
** 3 days per week on-site
** at the Boston Seaport office and reports to the
** Director, Patient Support Operations & Vendor Management**.

Key Responsibilities Access Operations
* Monitor and address Patient Support Team escalations related to reimbursement/payer issues.
* Identify access trends, determine root causes, and develop compliant action plans in collaboration with the US Market Access team.
* Represent the Center of Excellence (COE) and Patient Support Operations & Vendor Management (PSOVM) team in cross-functional access meetings.
* Collaborate with the COE Systems team to improve reporting and trend monitoring.
* Train Patient Support Team members on access roadblocks and resolution options.

Program Integrity
* Recommend and implement new approaches to improve operational efficiency.
* Monitor co-pay and Patient Assistance Program (PAP) utilization, report insights, and maintain documentation (e.g., SOPs, work instructions, contracts).
* Develop and maintain data reporting for insights and process improvements.

Copay Escalation Management
* Oversee daily/weekly co-pay vendor meetings, manage escalations, and ensure timely resolution (within 4 hours).
* Collaborate with Specialty Pharmacy teams to address outstanding issues.
* Identify and implement system improvements to reduce redundant escalations.
* Monitor financial assistance issues and work with vendors to resolve barriers to patient access.

Account and Vendor Management
* Manage vendor operations, contracts, and service level agreements.
* Collaborate with vendors to develop and execute program tactics, ensuring compliance with regulatory, medical, and legal requirements.
* Oversee vendor pharmacy inventory and ensure adherence to Vertex compliance regulations.
* Lead contracting and assist with budget management.
* Act as project manager for program improvements, ensuring stakeholder alignment.
* Support internal and external audits, providing expertise on processes and compliance.
* Address ad-hoc program needs as requested by leadership.

Other Responsibilities
* 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 Vertex policies.
* Complete all Vertex-U requirements on time
* Other responsibilities as assigned

Minimum Qualifications
* 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.
** Pay Range:**$117,800 - $176,800
** Disclosure Statement:
** The range provided is based on what we believe is a reasonable…