Program Manager Patient Services

Biogen - Research Triangle Park, NC (30+ days ago)4.1

Responsible for Specialty Pharmacy (SPP)/Alternate Care Pharmacy (ACP) account ownership to manage the operational performance and development of programs, initiatives and interventions with SPP/ACP providers. This individual will be expected to drive SPP/ACP value to Biogen through the established accountability model by maximizing performance of identified metrics such as: cycle time, conversion, adherence and discontinuation. Execute program strategies to maximize patient outcomes.

This individual will collaborate with a variety of different entities including MA&R (Weston and field teams), Distribution, Patient Center of Excellence, Marketing, Sales, Patient Services, Legal, Compliance, and Finance. Development of strategic partnerships both internal and external, and influencing without authority across multiple groups and levels within the organization will be the key to success in this role.

Principal Accountabilities:
  • Accountable for managing the operational performance of assigned SPP/ACP’s
  • Own regular communications with assigned SPP/ACP accounts for all matters
  • Create all QBR power point decks and lead QBR meetings
  • Facilitate Quarterly Business Reviews using metrics and reporting for the business to evaluate overall operational results.
  • Manage SPP Adherence program engagement and analysis
  • Develop and manage performance of enhanced SPP services
  • Own SPP Invoice reconciliation and approval
  • Track all monthly metrics and own communication of metrics to SPPs
  • Ensure SPP compliance with all PV Governance / Audit request needs
  • Own the Pharmacy Operations team metric tracker by SP/ACP
  • Conduct Above MS Training Overviews with new SPP/ACP’s
  • Work in a dynamic environment to develop strategic and tactical programs for the network Specialty Pharmacies to facilitate patient/physician access to and continuance on therapy
  • Develop and evaluate processes to support programs that require collaboration with groups spanning various business units within and outside of the organization. (MA & R, Sales, Marketing, Legal and Regulatory)
  • Establish measurements of success, constantly monitor performance and modify as necessary
  • Communicate SPP network results to stakeholders and senior management

Experience managing external partner relationships, program management and program accountability preferred
Strong analytical and organizational skills
Ability to work well independently and in a dynamic team environment including cross-functional and multi-location teams
Strong written and verbal communication skills
Strong presentation and interpersonal skills
Extensive experience using Excel and PowerPoint to analyze and communicate key messages
Candidate must be available to travel (based on business needs) to Weston, Cambridge and SPP/ACP locations


Bachelor’s degree required

Employment CategoryFull-Time Regular
Experience Level

Mid-Senior Level