Sanofi
The Associate Director, Affordability COE PB – Call Center in Patient Support Services leads call center operations supporting patient access to Sanofi therapies in Immunology. This role manages financial assistance programs, vendor relationships, and compliance while driving continuous improvement and alignment across cross-functional teams. The position requires expertise in affordability program management, patient support, and healthcare industry dynamics to enhance patient experience and accessibility.
Job Title: Associate Director, Affordability COE PB – Call Center in Patient Support Services
Location : Cambridge, MA Morristown, NJ
About the Job
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 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.
As the Associate Director of Affordability – Call Center - in the newly formed Center of Excellence (COE) within Patient Support Services (PSS), you will be responsible for our call center(s) for existing and upcoming launch assets in Immunology. This role ensures that the affordability offerings are effectively implemented and evolve in response to market dynamics, supporting patient access to therapies. This role will oversee the management of affordability education to both patients and call center agents; copay call center vendor relationships and work closely with internal and external stakeholders to optimize affordability initiatives.
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.
Main Responsibilities:
Build and operationalize best-in-class financial assistance programs call support for patients and pharmacies.
Assess service levels and capabilities needed for current call center services.
Monitor daily analytics, dashboards, platform queues, escalations etc.
Ensure compliance with pharmacovigilance monitoring and reporting requirements.
Ensure compliance with Sanofi Genzyme policies.
Recommend capabilities to scale personalized services.
Identify opportunities to streamline processes, leverage technology and champion continuous improvement.
Develop and maintain knowledge management tools, Work Instructions, SOPs, Call Guide, FAQ and workflows.
Ensure approved resources are available to support patient needs.
Provide direction and guidance to vendor(s) on call center structure and day-to-day program operations.
Analyze program specific performance data, establish & implement plans to achieve strategic goals and KPIs.
Present to internal teams on the performance of the program.
Operate as the subject matter expert for the patient call center support.
Work collaboratively across the PSS team and cross-functional partners to maintain alignment of Patient Services objectives.
Understand the impact of industry policy changes or service offerings that impact our financial support programs.
Maintains training requirements of vendor teams in remit, with the quality department
Be an active leader on the Patient Services leadership team as we build our best-in-class patient experience model.
Be a leader for change.
About You
Basic Qualifications:
BA/BS degree in Business Administration, Healthcare Management, Public Health, or a related field required.
7 or more years of experience in affordability program management, patient support services, or a related field within the pharmaceutical or healthcare industry.
5 or more years in a supervisor role
Experience in patient support services, healthcare management, call centers, or a related area within the pharmaceutical industry.
Experience in patient program consolidations and/or conversions.
Solid understanding of market dynamics, policy implications, and best practices in patient affordability and access.
Ability to travel up to 25% of time.
Preferred Qualifications:
Advanced degree (MBA, MFin) preferred.
Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with vendors and internal stakeholders.
Experience working in cross-functional roles and collaborating leadership.
Excellent problem-solving skills and analytical with the ability to identify trends and implement improvements.
Strong organizational skills with the ability to adapt to change in a high-energy and fast-paced environment.
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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All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information canbe found here.
patient support services, financial assistance programs, call center management, pharmaceutical affordability, immunology patient access, vendor relationship management, healthcare compliance, affordability initiatives, patient education, cross-functional collaboration