US Heme Order Management Lead

Job Description

We are currently hiring an experienced operations leader to join our passionate patient and customer-centric team to support our journey to advance, develop & deliver cell & genetic therapies supporting Hemoglobinopathies. 

We are looking for remarkable individuals to join us on this journey! 

General/Position Summary 

The US Heme Order Management Lead both sets the strategy for slot/order management based on business priorities and manages the daily operations of the US order management operations for the US, Heme Business Unit. This individual will play a key role in ensuring that exceptional service is provided to our authorized treatment centers.  This critical role will be highly cross functional within Vertex with the goal of developing and leading a program that is aligned to revenue goals, provides frictionless ordering and order management experience and the rapid resolution of any issues or special requests for our customers. Exceptional leadership and collaboration skills, as well as a strategic mindset, are essential to the role. Strong partnerships will be required with internal functions such as finance, supply chain, manufacturing, IT, and other commercial colleagues.  This individual will report to the Head of US Heme Patient Support.  

Key Responsibilities:

• Understand key business goals and develops slot management strategy to meet those goals, engaging with global stakeholders
• Tracks performance of slot strategy, recommend changes, highlights implications and risks to Business leads, especially those relevant to revenue forecast
• Represent the US order management processes at the global level to ensure consistency and compliance
• Lead Heme US Order Management daily operations and represent US Heme Order Management operations at the global level, including engaging with Care Managers and training team to support implementation of, and training on, policies/practices
• Responsible for the development and implementation of all new global and US order management initiatives (e.g. manufacturing, systems)
• Lead US order management strategy and process optimization to ensure the processes support global order management goals and the best possible customer experience including but not limited to:
  • Slot allocation
  • Specialty pharmacy coordination
  • Turn Around Time (TAT)
  • System requirements (Customer portal and CRM)
  • Ways of working with internal teams
  • Order management communications
  • SOP/WI Documentation
  • Oversight and optimization of care manager order management roles and responsibilities
  •  Electronic Health Record (EHR) and portal system requirements (Customer portal and CRM)
  • Cross functional ways of working with internal teams to support a complaint and cross functional approach to Authorized Treatment Center (ATC) support

• Ensure timely and consistent program execution of order management escalation, quality event, & rapid response support and the integration of learnings into program operations.

• Provide oversight and serve as a point of escalation to remove barriers in the provision of support for all active US Casgevy orders
• Ensure accuracy and consistency order management and care manager reporting as well as the management of insight generation and dissemination to ensure high quality and compliant daily team activities
• Maintain all SOP/WI documentation to ensure it accurately reflects the work being asked of the team

• Serve as the order manager cross functional partner with Vertex commercial supply chain & manufacturing team [CMSC], logistics, Apheresis and Infusion Specialist (AIS), account manager, and all additional supporting functions such as finance and IT for order management.
• Collaborate with Heme leadership, the training team to identify performance trends and training opportunities.
• Actively support the development of a positive team culture through behavior and initiatives.

Qualifications:

• Bachelor’s Degree
• Strategic mindset
• Strong customer service focus
• 10+ year’s work experience in the biotech/pharma environment
• Excellent communication, interpersonal, and leadership skills
• Ability to act with urgency to ensure time-critical activities are completed while ensuring all stakeholders are on-board and have clarity around the goals and objectives
• Business savviness and ability to streamline processes and find opportunities for improvement
• Must be able to effectively work in a fast-paced environment, with strong time-management skills
• Some travel may be required to interact with Authorized Treatment Center representatives

Pay Range:

Disclosure Statement:

Flex Designation:

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as: 1.    Hybrid: work remotely up to two days per week; or select2.    On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex’s Policy on Flex @ Vertex Program and may be changed at any time. 

#LI-Hybrid

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com