Description

This individual is responsible for the supporting management and optimization of Insulet's external patient support services (Hub) vendor, pharmacy support programs (copay and financial assistance) and downstream deployment / execution of broader Market Access strategies and initiatives. This team member will be responsible for ensuring a high conversion rate, accelerating throughput, optimizing processes, and a high patient and HCP experience. This person will also conceptualize, develop and deploy new services that support increased patient prescription yields and improved patient experience at the pharmacy. This is a high visibility role that will require operational management of a process heavy vendor along with leadership of a cross-functional team that will include members from Sales Management, OPS, Customer Care, Field Managed Care, Channel teams among others. This leader will report to the Director, Pharmacy Services and Operations while also working closely with leaders of functional teams across the commercial organization. Success in this role will require effective communication, project management skills, ability to work with multiple teams, leadership skills, operational excellence abilities, cross-functional collaboration and the ability to carry out multiple tasks in parallel. The Leader will possess relevant experience in pharmacy, hub operations, training, patient onboarding, health insurance (pharmacy) and process management.

RESPONSIBILITIES /DUTIES:

• Manage Vendor/External partners to ensure adherence to program business rules and appropriate execution of Insulet Sales & Customer Care team strategies.
• Monitor Vendor staffing vs. volume and ensure vendor is adequately resourced and trained to perform contracted services within SLA.
• Monitor Vendor processing throughput by closely tracking the following: Processing Cycle Times, Patient contact rate, PA success rates, Patient success Rate, Network Pharmacy capacity, Network Pharmacy Fill rates, Phone SLAs, and technology utilization. Manage vendor to meet or exceed service level requirements.
• Recommend and implement adjustments and program enhancements where necessary to improve vendor performance. (Customer Experience, PA approval rate, flowthrough rate, lean process and remove non-value add activities)
• Supervise Vendor "Quality Monitoring & Escalation" team processes to ensure they are operating in a manner that represents the ideal Omnipod Customer experience and to reduce program escalations and improve overall quality.
• Review pharmacy data to extract key learnings, share strategic insights and identify trends, ROI, utilization opportunities.
• Drive root cause analysis and assessments to implement corrective actions as issues are identified. Drive process optimization and program efficiency, reduce processing errors and improve patient, pharmacy Staff & provider experience.
• Ensure real-time, and free flow of communication with internal functional teams to coordinate efforts and ensure teams are aware of progress, align on program launch, ensure strategy alignment, discuss challenges, and operational changes that will impact these teams.
• Support weekly regional and district commercial sales calls when required.
• Ensure effective stakeholder management and communications within and across teams that include Field Sales, Inside Sales, Training, Customer Care, Field Managed Care, and Marketing to ensure cross functional collaboration to achieve shared commercial objectives."
• Monitor Pharmacy Operations spending to support the goal of operating within program budgets.
• Drill into Vendor fees for service transition to identify and escalate key variances and optimize process spending.
• Handle escalations from HCPs, Customers, Customer Care, Field / Inside Sales, or Field Market Access.
• Partner with Insulet training team to develop and deliver disease state, product and process update training to vendor training team and facilitate a success train the trainer transition.
• Support broader market access strategy development and execution as required to enable the successful commercialization of new products and services.
• Facilitate updates to contracts, contract renewal and change requests as necessary.
• Overcome coverage restrictions if required (by processing appeals, prior authorizations, formulary exceptions and manual benefit investigations).

Education and Experience

Minimum Qualifications:

• Bachelors Degree
• 8 + years of experience in Pharmacy Operations, HUB/Vendor management role, Customer facing healthcare role, Managed Care, Field Sales, Healthcare Operational role, Inside Sales Leadership or Process / Sales Training role.
• Past responsibility managing or supporting external vendor relationships desired.
• Proven analytical skills and market intelligence
• Computer skills: word processing, spreadsheets, salesforce, databases, presentation skills, PowerPoint, and MS office.
• Brings a positive attitude to daily tasks and becomes a net contributor to overall morale.

Physical Requirements

• Remote work environment
• Travel Requirements: Occasional travel necessary to meet business needs (

Additional Information:
The US base salary range for this full-time position is $124,500.00 - $186,750.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet's flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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