Manager - Patient Affordability Operations

About the Department
Our Marketing & Patient Solutions group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.
We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn' mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.
We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?
The Position
Support the operations and execution of affordability programs across the Diabetes, Obesity and Rare Disease portfolios to ensure Novo Nordisk's commitment of patient-centered care as well as fostering relationships with both patients and health care professionals. Works closely with Enterprise Insights, Finance, Market Access, Legal, and Compliance to establish and monitor the program operations and related forecasts for affordability programs. Works with key internal stakeholders to develop key organizational affordability messages and positioning, and proactively communicates with Brand Leads to ensure transparent communications within and outside the department. Engages with external stakeholders regarding government reporting requirements and operational assessments.
Relationships
Reports to the Director, Patient Support Transformation and Enablement. Works closely with Market Access, Finance, Customer Call Center, Enterprise Insights, Supply Chain, Procurement, Public Affairs, Public Policy, Regulatory, Legal, IT, Trade, Patient Safety and Compliance. External relationships include affordability program vendors.
Essential Functions

• Partners with vendors and oversees development of program business rules and operations
• Collaborates with cross functional partners to facilitate program setup and tracking
• Oversees tracking and reporting against program budgets across multiple brands
• Responsible for the compilation and processing of pharmacy redemptions for Senior Management approval
• Oversees vendor performance via regular status meetings, monthly reporting and calibration calls
• Leads development and implementation of programs to ensure seamless and consistent patient experience across channels
• Responsible for educating internal stakeholders on affordability programs
• Provides input on development of Sales team resources, such as FAQs, to address high-level and program-specific questions
• Responds to patient and healthcare professionals' escalated issues/complaints through appropriate customer-facing channels
• Manage relationships with key vendors and lead contract negotiation and renewal process
• Partners with vendors and oversees the development of program business rules and day-to-day operations for assigned programs
• Monitor and track vendor billing, payments, and budgets for multiple programs. Assist with vendor questions, as needed
• Supports the day-to-day affordability operations for multiple copay/eVoucher programs
• Support patient insights team with vendor data requests
• Responds to patient and HCPs escalated issues/complaints through appropriate customer-facing channels
• Manages and monitors ongoing affordability vendor training assignments for program compliance

Physical Requirements
10-20% overnight travel required.
Qualifications

• Bachelor's degree or equivalent experience required
• A minimum of 8 years experience in commercial operations, patient support, project management, or other related roles required. Pharmaceutical industry experience required
• Budget and vendor management experience required
• 2 years' experience with patient affordability offer-related programs and/or related experience highly preferred
• Proven customer service or related experience preferred
• Ability to work on or lead cross-functional teams and effectively represent Patient Support
• Anticipates problems and roadblocks to avoid crisis management
• Project Management and Quantitative analysis skills
• Ability to lead and influence without authority and navigate within a matrix environment
• Strong Microsoft Excel and PowerPoint skills required
• Planning, Execution and Follow-up - effectively prioritizes and spends time, and the time of others on what is important
• Strong interpersonal/communication skills

The base compensation range for this position is $116,810 to $216,100. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance.
Novo Nordisk offers long-term incentive compensation and or company vehicles depending on the position's level or other company factors.
Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
We're not your typical healthcare company. In a modern world of quick fixes, we focus on solutions to defeat serious chronic diseases and promote long-term health. Our unordinary mindset is at the heart of everything we do. We seek out new ideas and put people first as we push the boundaries of science, make healthcare more accessible, and treat, prevent, and even cure diseases that affect millions of lives. Because it takes an unordinary approach to drive real, lasting change in health.
Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.
If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.