Full-Time Senior Manager of Patient Support

Deciphera is seeking a Senior Manager of Patient Support Operations. The ideal candidate possesses deep reimbursement knowledge, hands-on case management experience in patient support programs, and experience managing outsourced hub and copay vendors.

Key Responsibilities:

• Ensure operational excellence of hub and support program partners.
• Offer guidance to hub staff and identify trends/patterns affecting patient needs.
• Manage cases and troubleshoot issues with vendors, using expertise in products, business rules, and reimbursement.
• Maintain knowledge of products and patient journeys, ensuring patient support offerings meet evolving needs.
• Manage specific patient cases, understanding payer requirements, and communicating information to hub staff.
• Coordinate between Field Access, Specialty Pharmacies, and Providers on accurate documentation.
• Monitor program quality via case review, call monitoring, and data analysis.
• Share feedback with vendors and leadership to improve processes.
• Work with vendors to maintain compliance with contracts, regulations, and legal requirements.
• Lead calls with vendors, specialty pharmacies, and field access teams to troubleshoot issues.
• Support field access teams in responding to customer inquiries/complaints.
• Oversee risk issue resolution and root cause analysis.
• Handle escalations requiring direct contact with physicians/patients.
• Maintain understanding of patient support and access environment.
• Analyze hub and copay data, prepare reports, and present results.
• Coordinate and lead quarterly vendor business reviews.
• Work with the Director to improve operations by suggesting new projects.

Qualifications:

• Bachelor's degree
• 5+ years direct Patient Support Program experience supporting pharmaceutical products
• 2+ years hub vendor management experience
• Rare disease and oncology experience preferred
• Expertise in hub, patient support, adherence, and financial assistance
• Strong understanding of access environment (Medicare Part D)
• Knowledge of payer reimbursement mechanics
• Knowledge of relevant legal/compliance requirements
• Patient focus, empathy, compliance mindset, and discretion
• Ability to manage vendor relationships and accountability
• Data analysis skills
• Proficiency with MS Office (Word, Excel, PowerPoint)
• Self-motivated, team-oriented, with ability to prioritize tasks

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