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The job details are as follows:
Who You Are
You are a patient-centric CRM strategy leader with deep expertise in pharmaceutical patient support programs, case management, and therapy access. You excel at translating complex business needs into scalable CRM solutions, streamlined workflows, and measurable processes that enhance the patient experience. A collaborative and data-driven problem solver, you partner across business and technical teams to drive operational excellence, ensure compliance, and deliver meaningful outcomes for patients. Above all, you are motivated by innovation, continuous improvement, and advancing United Therapeutics' mission to serve patients with unmet medical needs.
The Senior CRM Strategy Manager, Patient Solutions will be responsible for translating the business needs into operational workflows and CRM requirements for United Therapeutics Patient Support Program. This includes building, designing, and owning our roadmaps and processes that support data intake, case management, therapy access programs, ongoing patient education and other patient engagement initiatives. This individual will be responsible for ensuring that all program processes and activities are fully measurable and drive next best action. The Senior CRM Strategy Manager will collaborate closely with Patient Solutions and Technical teams to define requirements, optimize operational workflows and data capture, and prioritize program system enhancements.
- Own the Patient Solutions CRM roadmap and business process blueprint, prioritizing enhancements based on program needs, operational impact, regulatory requirements, and business value
- Design and optimize workflows and process maps that support the UT Patient End-to-End journey including data entry, case management, access, patient education & ongoing therapy support
- Contribute to the overall strategic goals and planning efforts for the Patient Relations team
- Communicate with internal teams to collect business requirements and translate into CRM requirements. Work closely with the Patient Solutions systems lead to define business requirements, prioritize process and workflow changes and define UAT strategies.
- Ensure that all programs and process changes are trackable / measurable
- Partner cross-functionally with Patient Relations teams to lead effective execution, testing, release readiness, and adoption of new processes
- Partner with reporting and analytics leads to ensure all metrics and dashboards fully reflect all program and workflow changes
- Champion CRM capabilities / enhancements that support timely and coordinated patient/physician interactions
- Continuously optimize and evolve program design and operations to ensure program is meeting defined objectives and providing a streamlined patient experience
- Embed quality, consistency and compliance into every Program System (CRM) process that supports the patient journey
- All Patient Solutions activities will be performed in a manner that is consistent with and compliant with all laws and company policies
Minimum Requirements
- 10+ years of relevant experience, including the design and build of CRM requirements for Pharmaceutical Patient Support Operations with a Bachelor's Degree or
- 8+ years of relevant experience, including the design and build of CRM requirements for Pharmaceutical Patient Support Operations with a Master's Degree
- Knowledge and direct experience of patient support programs, case management, and adherence program designs
- Strong project management experience and skill
- Experience managing day-to-day operations of complex projects or programs, inclusive of vendor management
- Strong communication and interpersonal skills, with the ability to effectively engage with cross-functional teams
- Strong understanding of CRM and related Patient Support Services technologies
- Compliance mindset with strong attention to detail
- Empathy, compassion, and a patient-centric mindset to provide the best possible support and care
- Strong proficiency with Microsoft Office suite
- Proficiency with Visio or similar process mapping program
Preferred Qualifications
- Master’s Degree in information technology, life sciences, business, or a related field
- Experience with Salesforce or Healthcloud CRM
- Experience with Tableau or similar business intelligence tools
- Experience engaging with specialty pharmacy partnered patient support programs
- Rare disease and / or complex therapy administration experience
Location and Travel
This position will be fully onsite, M-F, and will be located in the Morrisville, NC office of United Therapeutics.
This position will require candidates to have the ability to travel up to 10%.
Eligible employees may participate in the Company’s comprehensive benefits suite of programs, including medical / dental / vision / prescription coverage, employee wellness resources, savings plans (401k and ESPP), paid time off & paid parental leave benefits, disability benefits, and more. For additional information on Company benefits, please visit https://www.unither.com/careers/benefits-and-amenities
