Manager Patient Services Operations

Role Summary

The Manager, US Patient Services Operations role is a critical component of the Patient Services Operations team. Reporting to the Associate Director, US Patient Services Operations, within the Technology Enablement pillar, this role will support business requirements gathering process for CRM enhancements, ensure workflow processes are accurate, and proactively identify operational efficiencies. This role will work closely with the Strategic Technologies team to support all Patient Services’ systems – phones, CRM and vendor supported platforms and be the first line point of contact for all systems related issues and inquiries for the Patient Services Team. This role will assist in the day-to-day operations of the organization and regularly collaborate with cross-functional teams across the broader commercial organization to enable the operationalizing and reporting 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’s 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