Vertex · 1 day ago
Patient Support Vendor & Program Operations Manager
Boston, MA
Full-time
Hybrid
Mid Level
$118K/yr - $177K/yr
3+ years expVertex is a global biotechnology company seeking a Manager to join the Patient Support Operations & Vendor Management Team. This role involves overseeing patient support vendors and ensuring a seamless patient experience for those living with chronic conditions such as Cystic Fibrosis and Sickle Cell Disease.
Computer Software
Responsibilities
Monitor and address Patient Support Team escalations related to reimbursement/payer issues
Identify access trends, determine root causes, and develop compliant action plans in collaboration with the US Market Access team
Represent the Center of Excellence (COE) and Patient Support Operations & Vendor Management (PSOVM) team in cross-functional access meetings
Collaborate with the COE Systems team to improve reporting and trend monitoring
Train Patient Support Team members on access roadblocks and resolution options
Recommend and implement new approaches to improve operational efficiency
Monitor co-pay and Patient Assistance Program (PAP) utilization, report insights, and maintain documentation (e.g., SOPs, work instructions, contracts)
Develop and maintain data reporting for insights and process improvements
Oversee daily/weekly co-pay vendor meetings, manage escalations, and ensure timely resolution (within 4 hours)
Collaborate with Specialty Pharmacy teams to address outstanding issues
Identify and implement system improvements to reduce redundant escalations
Monitor financial assistance issues and work with vendors to resolve barriers to patient access
Manage vendor operations, contracts, and service level agreements
Collaborate with vendors to develop and execute program tactics, ensuring compliance with regulatory, medical, and legal requirements
Oversee vendor pharmacy inventory and ensure adherence to Vertex compliance regulations
Lead contracting and assist with budget management
Act as project manager for program improvements, ensuring stakeholder alignment
Support internal and external audits, providing expertise on processes and compliance
Address ad-hoc program needs as requested by leadership
Co-lead a “Rep” team of Patient Support Specialists to develop processes, share best practices and train teammates
Actively contributes to routine team meetings, business reviews and workshops
Proactively identifies challenges and offers up process improvements and solutions
Act in compliance with all laws, regulations and Vertex policies
Complete all Vertex-U requirements on time
Other responsibilities as assigned
Qualification
Required
Bachelor's Degree and 3+ years of experience in the healthcare/pharmaceutical industry
Strong understanding of payer structures (Commercial, Medicare, Medicaid, etc.) and their impact on patient support
Experience in pharmaceutical access, reimbursement, commercial systems, and analytics
Intellectually curious with a continuous improvement mindset and high customer service aptitude
Ability to work in a fast-paced environment, multitask, and prioritize workload
Strong attention to detail, communication, presentation, and interpersonal skills
Proficiency in Salesforce CRM and reporting tools
Benefits
Medical, dental and vision benefits
Generous paid time off (including a week-long company shutdown in the Summer and the Winter)
Educational assistance programs including student loan repayment
A generous commuting subsidy
Matching charitable donations
401(k)
Company
Vertex
Vendor intelligence that combs through your supplier, manufacturer, logistics data to detect where you're leaving money on the table.
2-10 employees
H1B Sponsorship
Vertex has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (27)
2024 (18)
2023 (7)
2022 (13)
2021 (5)
2020 (7)
Funding
Current Stage
Early StageCompany data provided by crunchbase