Sr. Manager, Program Operations - Patient Access Services

As leaders in the pharmaceutical support industry, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. 

Embark on a rewarding journey with UBC! Grow while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values of Respect, Accountability, Innovation, Quality, Integrity, and Collaboration. We believe in an inclusive workplace that fosters creativity.

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC! 

Brief Summary:

Provide senior managerial duties overseeing the appointed coordinating center projects by overseeing the facilitation, managing, informing, training and recruiting of employees.

Operating as an individual contributor, this Sr. Manager role will manage the full cycle of copay assistance programs for several specialty pharmaceutical - from start up, implementation, and maintenance.  

Specific job duties:

• Oversight of appointed coordinating center projects to meet company objectives
• Ensure that all managers and associate managers are fully able to provide support to the associates who conduct incoming calls from the patients and the healthcare providers with the utmost customer service
• Provide on-going analysis and evaluation of the effectiveness of appointed projects
• Provide overall management and leadership of appointed projects
• Serve as a client contact with external entities related to the project
• Oversee appointed coordinating center managers for projects to ensure calls are made and support the escalation process
• Provide managers with any issues or follow-up activities that need to occur with clients, participants within a project and/or employees in regards to daily responsibilities
• Ensure that the managers have the tools to ensure customer satisfaction
• Support efforts to deliver materials that are sponsor-authored instruction to ensure documentation of calls are accurate and concise
• Support the appointed Project Manager in the creation of SOPs, project specific procedures and training materials
• Support the appointed Project Manager in the creation and building of portal designs and other electronic data capture solutions
• Ensure the projects are scalable for the current and future term
• Assist business development with request for proposal information, call center expertise, and budget preparation
• Other duties as assigned by the Senior Director, Operations and as determined by UBC SOPs.

Desired skills and qualifications:

• Bachelor’s Degree required, advanced degree  preferred
• Proven  administrative experience in customer service related field
• Previous management experience related to customer service - direct management experience of copay programs for specialty pharma preferred
• Computer skills with specific aptitude in Microsoft Office
• Minimal travel required for quarterly business reviews

At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally. 

Here are some of the exciting perks UBC offers:

• Remote opportunities
• Competitive salaries
• Growth opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (Paid Time Off) OR 20 days (about 3 weeks) of PTO
• Paid Holidays
• Employee assistance programs 
• Medical, Dental, and vision coverage
• HSA/FSA
• Telemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable and inclusive culture that fosters respect for each other, our clients, and our patients.

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