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:

Disclosure Statement:

Flex Designation:

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid: work remotely up to two days per week; or select
2. On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

#LI-Hybrid

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com