Senior Manager of Patient Support Operations

Deciphera is seeking a Senior Manager of Patient Support Operations. The ideal candidate has deep reimbursement knowledge, experience with hands on case management in patient support programs, as well as experience with management of outsourced hub and copay vendors. This is a rare opportunity to join a small, collaborative team supporting two rare oncology products as well as potential future launches.The Sr. Manager will be responsible for the operations of the Deciphera AccessPoint™ Patient Support Program, which seeks to facilitate a positive patient experience by maximizing patient access and affordability for patients taking Deciphera’s products. The right candidate for this role is solution-oriented, detailed, creative, organized, flexible, and adept at working in an unstructured environment. This will be a critical role, interacting with many internal stakeholders within Deciphera, as well as external vendor partners.This position will report to the Director Patient Access and Reimbursement as part of the Market Access team and will work either remotely within the US or on-site at our Waltham, MA office. Business travel may be required up to 10% of working hours, including traveling to visit patient support vendors.What You’ll Do:Ensure ongoing operational excellence of hub and other support program partners.  Understand the nuances of individual cases and be able to offer guidance to hub staff as well as recognize trends and patterns that must be addressed to meet the overall needs of patients and the business.Work with patient support/hub vendors, copay assistance vendors, and specialty pharmacy partners to manage cases and troubleshoot issues by providing expertise in Deciphera’s products, business rules, and the reimbursement process.Maintain knowledge of Deciphera’s products including nuances between the different patient journeys, demographics, payer access, and patient needs. Apply that knowledge so that patient support offerings continue to ensure services meet evolving patient needs.Manage specific patient cases by gaining an understanding of payer requirements for approval and communicating this info to hub staff. Manage coordination between Field Access, SPs, and Providers on accurate documentation specific to appropriate patients.Responsible for quality monitoring of program activities including reviewing cases via case notes, documents, and discussion, conducting call monitoring, and proactively reviewing data to identify discrepancies and potential process improvements. Share feedback with vendors and Deciphera’s leadership. Document and summarize findings to facilitate improvements.Work with vendors to ensure ongoing compliance with contract requirements, business rules, and pertinent legal and compliance regulations.Lead recurring calls with vendors, specialty pharmacy partners, and field access teams to review patient cases and troubleshoot issues.Provide support for field access teams to help respond to customer inquiries or complaints. Oversee, manage and share responsibility for risk issue resolution and root cause analysis as it relates to customers.Handle escalations requiring direct contact with physicians or patients.Maintain understanding of patient support and access environment and regulations broadly and apply that understanding to current program operations and results.Analyze hub and copay data to validate accuracy and completeness, prepare reports, and present program results.Help to coordinate and lead quarterly business reviews with vendor partners.Work with the Director of Patient Access and Reimbursement to continually improve program operations through suggesting and implementing new projects, initiatives, and business processes.