Sr. Manager, Patient Services

Location: Chicago, IL
Department: Market Access

Position Summary

The Sr Manager, Patient Services will be responsible for providing patient access and reimbursement support and education to field teams and their healthcare provider customers. The role will support reimbursement and distribution service plans to achieve product and corporate revenue and reimbursement objectives, meet customer needs, and help develop overall commercial excellence.

The Sr Manager will be responsible for assessing patient support needs, defining objectives and measurements, and executing programs, including reimbursement hub, patient assistance, specialty pharmacy, and any additional support programs. The position will work closely with several departments including but not limited to US Marketing, Sales, Market Access, Commercial Operations, Regulatory, Legal, Compliance, and external customers.

PLEASE NOTE – this position will ideally be located in Central US. 


Essential Duties and responsibilities

  • Work closely with leadership to establish and maintain a best in class operation framework of FinteplaREMS and Zogenix Central, Zogenix’s patient services program
  • Lead interactions with specialty pharmacy management to ensure patients are being serviced in an appropriate and timely manner
  • Recommend process improvements to support the continuous evolution of Zogenix Central services focused on delivering exceptional customer experience for patients, caregivers, and health care providers
  • Establish and guide successful working relationships with Zogenix Central, FinteplaREMS, and specialty pharmacy vendor(s) management
  • Develop and administer regular engagements with vendor(s) management to ensure operational performance and deliverables align with department and company strategy
  • Ensure proper execution of Zogenix Central patient assistance programs
  • Collaborate cross-functionally with Market Research and Patient Advocacy to build and maintain a current understanding of the patient landscape
  • Partner with Sales Training to develop and communicate to the field sales team best practice procedures for satisfying REMS requirements, prescription submission processes, reimbursement support, distribution/dispensing and support program services
  • Work with Key Account Managers to maintain a current understanding of health care provider needs relating to support through Zogenix Central
  • Responsible for ensuring SOPs are being followed at programs and specialty pharmacy
  • Partner with Commercial Analytics to ensure data and reporting accuracy from vendor(s)
  • Work with National Account Directors, Zogenix’s market access field team, to maintain a current understanding of the payor landscape
  • Collaborate with Marketing to develop and implement strategies to integrate patient resources and support services provided by Zogenix Central
  • Other duties as assigned

Core Competencies, Knowledge and Skill Requirements

  • Compassionate towards the needs of individuals and their families living with a rare disease
  • Ability to approach complex scenarios in a creative and constructive manner to overcome challenges
  • Willingness to voice personal opinions or suggestions in a constructive manner
  • Ability to balance a significant workload requiring the management of multiple tasks simultaneously
  • Adaptable to unforeseen and changing priorities throughout the workday
  • Ability to succeed in a high-pace and intensity work environment
  • Strong demonstration of task prioritization and follow through
  • Strong time management skills
  • High degree of professionalism, maturity, business understanding and confidentiality
  • Understanding of the payor landscape relative to rare disease
  • Understanding of laws and policies regulating patient service programs
  • PC literacy required; MSOffice skills (Outlook, Word, Excel, PowerPoint)

Communication & Interpersonal Skills

  • Ability to provide effective communication across all levels of the organization and vendor(s)
  • Strong cross-functional collaboration skills and ability to advance and drive tactics in a global organization
  • Ability to appropriately establish expectations and hold others accountable
  • Ability to thrive in a dynamic environment and develop productive relationships with internal and external stakeholders



  • Bachelor’s degree required


  • 7+ years of experience in the pharmaceutical industry, direct rare disease experience a plus including launching a rare disease therapy
  • Experience with patient service and REMS programs, trade and distribution/dispensing models a plus
  • Experience overseeing or participating in large-scale projects
  • Experience analyzing datasets supporting trend identification and reporting
  • Experience in creating/maintaining workflows and standard operating procedures


  • Regularly required to operate standard office equipment (personal computer, photocopy machine, etc.)
  • Ability to work on a computer for extended periods of time
  • Regularly required to sit for long periods of time, and occasionally stand and walk
  • Regularly required to use hands to operate computer and other office equipment
  • Close vision required for computer usage
  • Occasionally required to stoop, kneel, climb and lift up to 20 pounds
  • Occasional travel may be required – up to 20%

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