Job Titile: Senior Manager, COMPASS Navigator Team
Location: Remote
About the JobLead and inspire a specialized team of Case Managers dedicated to delivering best-in-class patient support services for Tzield, Sanofi's first and only disease-modifying therapy for Type 1 Diabetes (T1D). As the Senior Manager for the COMPASS Navigator program, you will provide day-to-day oversight and operational leadership to ensure that T1D patients and their families receive seamless, high-touch support throughout their entire treatment journey. The patient journey for Tzield is uniquely complex, requiring coordination across insurance access, infusion administration, and long-term follow-up. Your leadership will be critical in ensuring that every patient who is appropriate for Tzield has the opportunity to access it.
Main ResponsibilitiesManagement of Day-to-Day Operations and Case Oversight
- Provide direct day-to-day oversight and mentorship to the COMPASS Navigators (CNs) supporting T1D patients on Tzield
- Focus is on case and quality oversight, and operational excellence
- Foster a culture of accountability, empathy, and continuous improvement
- Manage team capacity, caseload distribution, and coverage planning to ensure no patient is without support
- Serve as an escalation point for complex, high-risk, or sensitive patient cases - including high-need patients and caregivers in stressful situations
- Represent assigned CNs on Specialty Pharmacy (SP) calls, streamlining coordination
Quality Assurance & Case Quality Oversight
- Own end-to-end case quality, including:
- Data entry quality to ensure accurate and compliant entry and documentation
- Quality of patient and caregiver interactions - listening to calls and leveraging AI generated insights to evaluate communication effectiveness.
- Case reviews - assessing whether CNs leveraged all available means of communication and exhausted all resource options, including connecting patients with internal resources and other support services, assessing case closure reasons
- Supporting SOP updates, Work Instructions, Job Aides, and meeting notes, and maintaining the SharePoint site to ensure it remains organized and easily accessible
Focus Areas
- CRM Updates - Lead or support User Acceptance Testing (UAT) for system updates to ensure functionality and CN readiness
- Telephony Systems Management - Oversee telephony platform operations and troubleshooting as needed
- PAP (Patient Assistance Program) SME - Review PAP requests prior to the larger team discussion; serve as subject matter expert for CN guidance
- Escalation requests - Manage and resolve escalations through the appropriate channels
- Clinical Review - Provide an additional clinical review layer for cases and escalate to Medical when appropriate
- Copay SME - Review documentation submitted and support CNs in obtaining reimbursement for patients and/or HCPs
Program Development
- Monitor evolving payer landscapes, reimbursement trends, and T1D market dynamics to proactively adapt program workflows and CN training
- Partner with leadership to develop and refine program policies, standard operating procedures (SOPs), and best practices that reflect the unique complexities of the Tzield patient journey
- Identify opportunities to innovate and enhance the patient support model, including digital tools, workflow automation, and patient engagement strategies
- Contribute to the development of program materials, patient education resources, and internal training content
Compliance
- Ensure all team activities are conducted in full compliance with Sanofi policies, HIPAA regulations, and applicable federal and state laws
- Champion a culture of compliance within the team, ensuring CNs understand and adhere to all relevant guidelines governing patient data, communications, and program activities
About YouBasic Qualifications- Bachelor's degree preferred
- 4+ years of experience in patient services, pharma, reimbursement, or healthcare operations
- Deep understanding of health insurance benefits, prior authorization processes, specialty pharmacy operations, and patient assistance programs
- Excellent written and verbal communication skills, including the ability to present to senior leadership and cross-functional stakeholders
- Experience operating effectively in a complex matrix environment, managing competing priorities and building alignment across functions
- Ability to travel within the US, up to 10%
Preferred Qualifications- Experience supporting patients with T1D, autoimmune conditions, or other complex chronic diseases
- Background in specialty infusion therapy, Buy & Bill, or white bag product support
- Familiarity with Salesforce CRM and patient services hub platforms
- Experience with complex payer policy requirements, including coordination of multiple prior authorizations and appeals management
- Knowledge of home care coordination and specialty pharmacy workflows
- Prior experience launching or scaling a patient services program for a novel or first-in-class therapy
- Familiarity with HIPAA, OIG guidelines, and pharmaceutical compliance frameworks governing patient support programs
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 through 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
The salary range for this position is:
$122.250,00 - $176.583,33
All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.
