Associate Director, Affordability COE PB – Call Center in Patient Support Services

Sanofi • Cambridge, MA

19h

About The Position

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. Position Overview: As the The Associate Director of Affordability – Call CenterAssociate Director, Affordability COE – Call Center - in the newly formed Center of Excellence (COE) within Patient Support Services plays a key role within the newly formed Affordability Center of Excellence (COE) in 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. This role owns the call center affordability support model for existing and upcoming Immunology assets and is responsible for ensuring these services are scalable, compliant, and aligned with evolving market dynamics. This position serves as the primary operational and strategic lead for affordability-related call center activities, including vendor oversight, performance management, education and training, and continuous improvement. The role partners closely with cross-functional stakeholders to strengthen patient access, improve the experience for patients and pharmacies, and support successful product launches. This is an ideal opportunity for a seasoned Senior Manager or emerging Associate Director ready to step into broader ownership, influence, and visibility within a COE model.

Requirements

• 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.
• BA/BS degree in Business Administration, Healthcare Management, Public Health, or a related field required.
• 7+ years of experience in patient support services, affordability programs, call center operations, or related roles within the pharmaceutical or healthcare industry.
• 5+ years of people leadership, vendor leadership, or supervisory experience.
• Experience supporting patient program consolidations, transitions, or conversions.
• Solid understanding of patient affordability, access dynamics, and relevant healthcare policy considerations.
• Ability to travel up to 25%.

Nice To Haves

• 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.
• Amazon telephony experience
• Strong communication and interpersonal skills with the ability to influence and partner across functions and with external vendors.
• Demonstrated experience working in cross-functional environments.
• Analytical mindset with the ability to identify trends and translate insights into operational improvements.
• Strong organizational skills and comfort operating in a fast-paced, evolving environment.

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.
• Build, operationalize, and evolve best-in-class affordability call center support for patients and pharmacies across Immunology assets.
• Assess current and future service level needs to support existing programs and new launches.
• Serve as the subject matter expert for affordability-related call center operations within PSS.
• Provide direction and oversight to affordability call center vendor(s), including operational structure, day-to-day execution, and performance expectations.
• Monitor and interpret program performance through dashboards, queue analytics, service levels, and escalations.
• Analyze performance trends and implement action plans to achieve strategic goals and KPIs.
• Present program performance, insights, and recommendations to internal stakeholders.
• Identify opportunities to streamline processes, improve efficiency, and leverage technology to enhance service delivery.
• Develop and maintain knowledge management tools including SOPs, work instructions, call guides, FAQs, and workflows.
• Recommend capabilities and enhancements to scale personalized affordability services over time.
• Ensure compliance with policies and pharmacovigilance monitoring and reporting requirements.
• Partner with Quality to ensure vendor training requirements are met and maintained.
• Ensure approved resources and materials are available to support patient and agent education.
• Work collaboratively across PSS and with cross-functional partners to maintain alignment on patient services objectives.
• Monitor industry policy changes and evolving service models that impact affordability programs and incorporate implications into call center operations.
• Actively contribute as a leader within the Patient Services organization as the Affordability COE model is built and refined.
• Serve as a change leader, supporting operational evolution and adoption of new ways of working

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level