Manager Patient Services Operations

Role Summary

The Manager, US Patient Services Operations coordinates CRM enhancements, ensures workflow processes are accurate, and proactively identifies operational efficiencies. Reporting to the Associate Director, US Patient Services Operations within the Technology Enablement pillar, the role supports Patient Services’ systems—phones, CRM, and vendor platforms—and serves as the first line contact for system-related issues. The role collaborates cross-functionally to operationalize and report on Patient Services programs.

Responsibilities

• Support business requirements gathering processes across all Patient Services teams, Case Management, and Patient Education Liaisons (PELs) and Business Units (TTR and RARE).
• Provide initial smoke testing and feedback to Strategic Technologies Team for all new features, enhancements, and changes to ensure it is working as designed.
• Coordinate End User UAT and partner with Commercial Training team to ensure user adoption of new features and enhancements
• Own and manage regular sprint cadence within Jira, ensuring business requirements are documented for our Strategic Technologies team partners and other supporting partners
• Provide first line support for all Patient Services CRM end users
• Manage CRM data cleanup exercises, monitoring administrative reports
• Deliver CRM dashboard, reporting, and analytics needs including collaborating with downstream partners
• Adheres to all department SOPs and ensures compliance with all corporate and industry policies in collaboration with Alnylam Legal, Regulatory and Compliance

Qualifications

• Bachelor‚Äôs degree required, concentration in Engineering or Business Administration a plus
• Minimum of 3-5 years working with technical teams, supporting Customer Relationship Management (CRM) systems (Salesforce, Veeva, etc.)
• Excellent Project Management skills, ideally with 1-3 years experience in the healthcare or pharmaceutical/biotech industry. Ultra-rare disease experience a plus.
• Solid understanding of the healthcare environment specifically insurance policies
• Advanced knowledge and application of MS Office (Excel, PowerPoint, Word, etc.)
• Experience with Agile Software Tools (Jira, Confluence, etc.)
• Ability to effectively communicate with all levels of management
• Results oriented, self-organized and self-starter with a proven track record of results
• Experience working in cross-functional teams and effective in influencing without authority
• Ability to work independently, evaluate impact manage competing priorities
• Exhibits exceptional interpersonal skills
• Desire to innovate and work in a fast-paced, energetic environment
• Ability to travel up to 10% for key meetings as needed