Salesforce Functional Lead

Overview

The Role: Cognizant is seeking a motivated and innovative Salesforce Functional Lead that will be responsible for overseeing and managing multiple projects within the organization, ensuring alignment with strategic goals. This role leads discovery workshops, translates business needs into functional specifications, and manages backlog prioritization to ensure seamless patient journeys across intake, reimbursement, specialty pharmacy, affordability programs, and clinical support. Partnering closely with compliance, privacy, and technical teams, the Functional Lead defines SOPs, ensures regulatory alignment, and establishes data quality standards to support inspection readiness and operational excellence.

• Lead discovery workshops; capture business and functional requirements, user stories, acceptance criteria, and data contracts for Patient 360.
• Prioritize backlog, manage epics/stories, and drive UAT with patient services teams (care coordinators, FSEs, reimbursement specialists).
• Translate needs into configuration specifications (objects, fields, flows, routing, queues, knowledge, templates) and light integration requirements (EHR hubs, ePA, specialty pharmacy, verifications).
• Map end‑to‑end patient journeys and define cases, personas, and success metrics.
• Design case management flows for patient intake, BV/PA, appeals, affordability programs, nurse navigator interactions, refills, clinical education, and HCP/HUB coordination.
• Define and maintain standard operating procedures (SOPs) and work instructions aligned to regulatory and brand medical guidance.
• Partner with privacy/compliance on consent, channel preferences, retention, and non‑promotional content rules; operationalize AE/PC intake and handoffs to PV.
• Establish data quality rules, stewardship, and auditing; support inspection readiness and reporting (e.g., operational dashboards, KPI scorecards).

• 8-10+ years in functional analysis/business analysis, ideally in Life Sciences patient services, HUB/PSP operations, reimbursement, or field service/medical device service.
• Hands‑on experience with Salesforce Service Cloud and/or Life Sciences Cloud/Health Cloud; familiarity with Agentforce/Eintein AI or other enterprise AI assistants a plus.
• Strong understanding of BV/PA, eRx/ePA, specialty pharmacy models, patient assistance/affordability, adherence programs, and compliance concepts (consent, adverse events, REMS basics, non‑promotion guardrails).
• Proven ability to write user stories, process flows, and acceptance criteria; comfortable with no/low‑code configuration and collaborating with technical teams for integrations.
• Work Authorization: Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship (H-1B, L-1B, L-1A, etc.)

We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in Tampa, FL
. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

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Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.