Patient Support Business Systems Manager

Job Description General Summary

The Patient Support Business Systems Manager supports the Kidney Patient Support team by managing the launch and continuous improvement of a new customer relationship management (CRM) system. This is an individual contributor role and a member of the US, Patient Support Center of Excellence (CoE).

The Patient Support Business Systems Manager partners deeply with Patient Support, Access & Reimbursement, Training, Quality & Compliance, Field teams, Data & Analytics, and Technology partners to translate business needs into scalable digital workflows, integrations, analytics, and enhancements that improve speed-to-therapy, patient experience, and operational efficiency. This role manages the CRM system and digital engagement tools that patient support specialists use in their facilité day-to-day workflows to engage with patients and healthcare professionals, specifically where processes overlap and systems are integrated.

• Collaborate with business stakeholders to gather and groom functional requirements, then communicate with technical teams to translate items into technical system requirements.
• Build and maintain end‑to‑end process flows across patient access and engagement journeys; facilitate functional and technical workshops to document current/future state, surface inefficiencies, and convert opportunities into prioritized backlog items and measurable workflow optimizations.
• Align and support creation of the annual business project plan and roadmap for Patient Services CRM with clear milestones and dependencies based on the overall vision. Ensure full alignment with Data, Technology and Engineering (DTE) function.
• Facilitate capability prioritization discussions with PSP team and can speak to their perspective on business priorities.
• Using strong project management, leadership, and communication skills hold self and PSP team accountable to stay on track with deliverable deadlines for requirements and annual planning.
• Works closely with DTE Project Manager to oversee end‑to‑end sprint management activities and ceremonies.
• Managing the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing
  
  Clark business requirements within Jira.
• Participate in the RFP process for tools, technologies, and support with DTE.
• Provides Implementation support including validation of business requirements and User Acceptance Testing (UAT).
• Partner with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.

• Experience in supporting commercial systems for patient support programs/hub services a plus.
• Demonstrated strong project management, troubleshooting, and problem‑solving skills.
• Proven track record of success with strong results and excellent customer relationship skills.
• Expected to be knowledgeable of the CRM system and digital engagement tools with patients/HCPs, understanding where processes and systems overlap and integrate to help drive process efficiencies for patient support specialists.
• Excellent interpersonal, communication, organizational and facilitation skills.
• Proactive, self‑motivated, independent worker.
• Passion for understanding emerging technologies with pragmatic insight into where those technologies can be integrated into business solutions.
• Able to perform in a fast‑paced environment, manage multiple priorities simultaneously, and communicate complex information clearly.

• Bachelor's degree in computer science, software engineering or other related technology degree.
• Salesforce certifications.
• 5+ years’ relevant experience in life sciences organization or healthcare industry, including experience working with Salesforce platform, Salesforce Life Sciences Cloud / Health Cloud or similar CRM.

$124,000 - $186,000

The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards.…