Sr. Manager, Market Access Customer & Patient Experience

GLAUKOS - SR. MANAGER, MARKET ACCESS CUSTOMER & PATIENT EXPERIENCE

How will you make an impact?

The Senior Manager, Market Access Customer & Patient Experience, will be responsible for the strategy and operational excellence of Glaukos' Patient Support Programs (PSPs) and the Glaukos Patient Services (GPS) CRM. The Senior Manager will be the business owner for the GPS CRM and PSPs which include copay assistance programs and the Glaukos Patient Assistance Program (PAP). Additionally, the Senior Manager will be responsible for identifying and evaluating new processes and technological solutions that improve customer and patient experience. This role will be based in either Aliso Viejo, CA or Burlington, MA.

What will you do?

• Responsible for day-to-day management of the iDose TR and iLink copay assistance programs and the Glaukos PAP program. This includes holding vendors accountable for Key Performance Indicators (KPIs) defined in contracts.
• Develop business rules, processes, FAQs, and training for Glaukos PSPs.
• Develop PSP launch execution plan for pipeline products as part of launch master planning.
• Primary point of contact for the Reimbursement Liaison and Sales teams for Glaukos PSPs.
• Responsible for GPS CRM which enables Glaukos HUBs including GPS and iDose Care Connect.
• Identify and understand customer needs and then translate them into actionable business requirements for IT colleagues and vendors for GPS CRM and other enabling tools.
• Identifies and evaluates new technology solutions that improve customer and patient experience and drive operational efficiencies.
• Partner with GTS (Glaukos IT) to ensure that technology solutions meet requirements, are fully tested, and are delivered on-time and within budget.
• Develop actionable KPI dashboards for senior leadership, MA leadership, and reimbursement liaisons that report on the performance of PSPs.
• Continuously assess and refine business processes, workflows, and technology to optimize efficiency and effectiveness of services.
• Serve as subject matter expert for market access data generated by Glaukos' HUBs and patient services.
• Ensure PSP vendors adhere to Glaukos policies and procedures.

How will you get here?

• Bachelor's degree in business with a focus on operations or digital marketing, operations management, information technology management, or engineering. Master's degree is a plus.
• 10 years of relevant experience preferably in healthcare, health insurance, or life sciences (pharma/med-device).
• Technical savvy with working knowledge of CRM platforms and databases.
• Experience with Patient Support Programs such as copay assistance, reimbursement support, HUB operations, and Patient Assistance Programs.
• Strong analytical, strategic leadership skills, communication, project management and presentation skills are required, along with the ability to present complex information to multiple stakeholders.
• Experience managing outsourced business processes.
• Prior experience at a leading pharmaceutical/device PSP or HUB provider a plus.
• Rare disease experience a plus.
• Demonstrated analytical, problem solving, and relationship-building skills.
• 20% travel to attend conferences, team meetings, etc.

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