Head of Patient Support Services Operations

Job title: Head of Patient Support Services Operations

• Location: Cambridge, MA or Bridgewater, NJ

About the Job

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

At Sanofi, we are dedicated to transforming patient health through chasing the miracle of science. As a prominent pharmaceutical manufacturer, our commitment extends beyond drug development ensuring that patients can access and afford our therapies.

The Sanofi Patient Support Services (PSS) team is focused on supporting patients wishing to access to Sanofi therapies. This is achieved by offering programs that provide reimbursement and logistics support, financial assistance, and patient education. In addition to the program offerings, the PSS organization is also home to field teams that provide education and support to patients and customers.

Position Overview:

We are seeking an experienced and strategic leader to serve as the Head of Patient Support Services Operations. This role is pivotal in overseeing and enhancing the operations of technology platforms, quality, analytics, training, affordability and external vendor integration across the Sanofi Specialty Care and General Medicine portfolios. The successful candidate will drive the strategy, long-term planning (roadmaps) and execution for technology, analytics, training, and affordability. The ideal candidate will have extensive experience in patient services, including copay and other affordability programs, analytics, PSS-based CRM platforms and crossfunctional team management. Reporting to the Head of PSS, the Head of PSS Operations role will sit on the PSS LT.

Key Responsibilities:

Leadership and Strategy:

• Set the vision and lead the Operations, Technology & Analytics team to achieve strategic and operational objectives.

• Develop and communicate roadmaps for affordability programs, technology initiatives, and analytics projects.

• Provide coaching and professional development to team members, fostering a culture of excellence and innovation.

Technology and Platform Management and Training:

• Lead the technology team with expertise in managing internally developed CRM platforms supporting patient and healthcare provider interactions with Patient Support Services.

• Drive the continuous improvement and integration of technology solutions to enhance operational efficiency and service delivery.

• Oversee system training team responsible for onboarding new hires and providing ongoing skills excellence system training.

Analytics and Insights:

• Oversee the analytics team to demonstrate ongoing performance, derive insights for program improvement, and engage leadership with actionable data.

• Enable strategic decision-making through robust data analysis and reporting.

• Ensure analytics processes are aligned with business objectives and regulatory requirements.

Training and Development:

• Oversee the creation and delivery of comprehensive training programs for new hires and ongoing skill advancement.

• Ensure training programs are aligned with industry best practices and regulatory requirements.

Affordability Program Strategy:

• Develop innovative solutions to improve affordability offerings and ensure patient access to medications.

Vendor Management:

• Provide expertise and oversight to the role working across Patient Support Services functions to ensure alignment of vendor deliverables and billings.

• Identify synergies within vendor offerings based on program utilization.

• Receive and support addressing the escalation of issues from the individual vendor relationship owners.

Cross-functional Collaboration:

• Work closely with other cross-functional Patient Services and Sanofi teams to support the implementation of patient support strategies.

• Ensure alignment on strategic initiatives and coordinated efforts across brands.

Operational Excellence:

• Monitor and measure customer feedback, internal performance data, and market trends to optimize program effectiveness.

• Develop innovative solutions to address key business challenges and leverage best practices in patient and provider services.

• Ensure compliance with all relevant policies and regulations, maintaining high standards of quality and integrity.

About you

Basic Qualifications:

• 10 to 15 years of experience in the pharmaceutical/biotech industry, with experience in Patient Support Services.

• 3 to 5 years of prior experience managing operational vendors with a focus on technology.

• Proven track record in leading strategy and operations for multiple support programs.

• Bachelor's degree in a relevant field.

Preferred Qualifications:

• Advanced degree (MBA or advanced clinical degree) preferred.

• Experience with the commercialization of infused therapies and products under buy & bill or medical benefits.

• Strong understanding and experience with FDA or OIG regulations.

• Excellent cross-functional collaboration skills.

• Outstanding interpersonal skills including building strong working relationships and managing conflict.

• Demonstrates initiative, teamwork, and accountability.

• Superb communication skills, both oral and written.

• Strong organizational skills with the ability to adapt to change in a high-energy and fast-paced environment.

Travel Requirements:

• Up to 30% travel may be required

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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