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EMD Serono, Inc. · 15 hours ago

Manager, Patient Access Solutions Systems & Technology

Boston, MA

Full-time

Onsite

Entry, Mid Level

$29/hr - $44/hr

2+ years exp

EMD Serono is a global leader in Healthcare, Life Science, and Electronics, dedicated to improving lives through innovative solutions. The Manager of Patient Access Solutions Systems & Technology will act as a liaison between Business and IT teams, enhancing internal hub platforms and improving user experience through Salesforce expertise.

BiotechnologyHealth CareHealth Diagnostics

Work & Life Balance

No H1B

Responsibilities

Act as the primary liaison between the Business and IT teams throughout all phases of IT projects, ensuring clear communication and alignment

Leverage Salesforce expertise to define and refine business requirements, identifying opportunities to enhance user experience, data integrity, and reportability across all internal hub platforms

Lead UAT testing by managing defect tracking, resolution, and thorough validation to ensure alignment with iBond requirements

Design and implement workflow enhancements between internal hubs, including new logic and dynamic page layouts, to improve data entry efficiency

Develop innovative intake flow solutions, such as the ancillary fax flow, enabling navigators to process faxes quickly and accurately

Collaborate closely with external vendors to ensure seamless system integrations and consistent functionality across platforms

Serve as the go-to resource for troubleshooting, reducing dependency on IT for day-to-day support and issue resolution, while also acting as the primary business point of contact within HPALM

Lead training sessions related to CRM updates and enhancements, implementing CRM improvements to streamline processes, increase agility, and support scalable integration of new products and therapeutic areas while maintaining data integrity

Pivot as needed to assist in projects, initiatives, and launch readiness

Qualification

SalesforceData integrityUser experiencePatient supportTechnical supportCRM improvementsEmpathyManaging multiple prioritiesReceptive to feedbackAvayaGenesysCommunication skillsOrganizational skillsCritical thinkingActive listeningAttention to detailPositive attitudeAdaptability

Required

Bachelor's Degree in any discipline with 2+ years of experience in SalesForce and/or experience providing technical support for customer centric platform(s)

Preferred

SalesForce Certification(s)

Patient and solution centric mindset

Comfortable with managing multiple systems at the same time

Commitment to setting and reaching ambitious goals and setting high standards while acting in the best interest of the company and taking initiative to drive results

Ability to streamline processes to focus on what matters and creates an impact and acting quickly to adapt to changes

Demonstrated ability to embrace new ideas, challenge the status quo, and seek innovative solutions while valuing diverse perspectives and treating others with respect and dignity

Effective communication and interpersonal skills with peers, managers, patients, healthcare professionals and other stakeholders

Soft skills such as critical thinking, positive attitude, empathy, and active listening

Ability to manage multiple priorities and work independently in a fast-paced environment

Receptive of and proactively seeks feedback on personal performance

Strong organizational skills and attention to detail

Experience with the Avaya and/or Genesys phone system

Patient support experience and the ability to manage sensitive information