Patient Support Business Systems Manager

Role Summary

The Patient Support Business Systems Manager supports the Kidney Patient Support team by managing the launch and continuous improvement of a new customer relationship management (CRM) system. This is an individual contributor role and a member of the US, Patient Support Center of Excellence (CoE). The role partners with Patient Support, Access & Reimbursement, Training, Quality & Compliance, Field teams, Data & Analytics, and Technology partners to translate business needs into scalable digital workflows, integrations, analytics, and enhancements that improve speed-to-therapy, patient experience, and operational efficiency. This role manages the CRM system and digital engagement tools used by patient support specialists in day-to-day workflows to engage with patients and HCPs, specifically where processes overlap and systems are integrated.

Responsibilities

• Collaborate with business stakeholders to gather and groom functional requirements, then communicate with technical teams to translate items into technical system requirements.
• Apply AI-enabled patient service capabilities to improve access, speed to therapy, and patient/HCP engagement while meeting compliance and data governance standards.
• Build and maintain end-to-end process flows across patient access and engagement journeys; facilitate functional and technical workshops to document current/future state, surface inefficiencies, and convert opportunities into prioritized backlog items and measurable workflow optimizations.
• Align and support creation of the annual business project plan and roadmap for Patient Services CRM with clear milestones and dependencies based on the overall vision. Ensure full alignment with Data, Technology and Engineering (DTE) function.
• Facilitate capability prioritization discussions with the PSP team and represent their perspective on business priorities.
• Utilize strong project management, leadership, and communication skills to keep self and PSP team on track with deliverable deadlines for requirements and annual planning.
• Work closely with DTE Project Manager to oversee end-to-end sprint management activities and ceremonies.
• Manage the product backlog, proactively raise issues, and conduct prioritization exercises based on changing business requirements within Jira.
• Participate in the RFP process for tools, technologies, and support with DTE.
• Provide implementation support including validation of business requirements and User Acceptance Testing (UAT).
• Partner with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.

Qualifications

• Experience in supporting commercial systems for patient support programs/hub services is a plus.
• Demonstrated strong project management, troubleshooting, and problem-solving skills.
• Proven track record of success with strong results and excellent customer relationship skills.
• Knowledge of CRM systems and digital engagement tools with patients/HCPs, understanding where processes and systems overlap and integrate to drive process efficiencies for patient support specialists.
• Excellent interpersonal, communication, organizational and facilitation skills.
• Proactive, self-motivated, independent worker.
• Interest in emerging technologies with practical insight into integrating those technologies into business solutions.
• Able to perform in a fast-paced environment, manage multiple priorities, and communicate complex information clearly.

Education

• Bachelor’s degree in computer science, software engineering, or other related technology field.
• Salesforce certifications.
• 5+ years’ relevant experience in life sciences or healthcare, including experience with Salesforce platform, Salesforce Life Sciences Cloud / Health Cloud or similar CRM.