Open Position

Title: Manager/Senior Manager, Hub Operations

Location: Remote

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If you are interested in the below position, please send your resume to [email protected] and REFERENCE THE POSITION TITLE within the subject line.


The Manager/Senior Manager must have experience in Multiple Sclerosis (MS). This position will be responsible for managing the MS Reimbursement and Patient Support Hub (BV, PA, Appeal, Financial Assistance and Nursing Support). The Manger/Senior Manager will be accountable for ensuring that the hub vendor compliantly provides the highest level of customer service to patients and healthcare providers. The ideal candidate will have experience in managing the day-to-day operations of a hub for a buy-and-bill product plus implementation and launch experience.

Key Responsibilities

Create a competitively differentiated patient and care partner experience.
Lead the development, management and oversight of the patient support program hub and ensure alignment with patient needs and company values.
Collaborate cross-functionally on strategic planning for launch-related activities and to ensure efficient patient access.
Partner with legal, compliance and commercial on developing and executing launch-readiness training as well as ongoing training initiatives for the field-based teams, internal teams and patient support vendor partners.
Participate in the hiring and deployment of the hub vendor team and assist with the management of the day-to-day operations of the hub vendor with a focus on operational excellence.
Monitor program metrics to identify program trends and ensure the hub vendor is consistently operating within the defined SLAs/KPIs.
Responsible for sourcing and managing vendor contracts and monitoring project budgets.
Conduct regular site visits to the vendor and provide ongoing updates to senior leadership on program performance, as well as coordinating and facilitating quarterly business reviews.
Partner with access marketing, legal, medical, and regulatory teams to develop compliant program-specific materials including both operational and promotional, program specific business rules, operational process flows, SOPs and Work Instructions and trainings.
Maintain responsibility and integrity of the program’s business rules and SOPs and assure that the vendor is compliantly carrying this out in day-to-day interactions and case management documentation.
Remain current with market access and patient support program trends and competitive environment.
Ensure that all patient support programs are in accordance with the organizational policies and federal and state laws and regulations.

Professional Experience/Qualifications

7+ years of biopharmaceutical industry experience in MS with a proven history of increasing responsibilities and accomplishment .
Previous experience working closely with reimbursement vendors for buy-and-bill products. Strong knowledge of biologics and specialty products.
Demonstrated ability to manage and execute new product launch plans.
Ability to prioritize and manage multiple projects/initiatives.
Strong Vendor Management Skills.
Proactively takes initiatives where project/program gaps are identified.
Excellent verbal and written communication skills with demonstrated ability to communicate clearly and effectively.
Demonstrates strong personal presentation skills.
Passionate, flexible, and customer focused.
Demonstrates the ability to successfully complete a wide range of projects.
Makes operating decisions in conformance with budget limitations.
Develops creative, successful and unique strategies.
Handles customer complaints with tact and diplomacy.
Demonstrates an ability to effectively influence key decision makers.
Excels in establishing clear performance objectives and evaluation criteria.
This position requires moderate travel (25-30%)


BS or BA required.
7+ years of biopharmaceutical industry experience in MS with a proven history of increasing responsibilities and accomplishments.