Patient Support Vendor & Program Operations, Center of Excellence Location: Boston, MA (Hybrid – 3 days per week on-site)

Position summary:

Our Sponsor Pharmaceutical client is seeking a Associate Director to join the Patient Support Operations & Vendor Management Team within the US Patient Support Center of Excellence. This team supports Vertex North America Commercial’s Patient Support organizations, which assist patients living with Cystic Fibrosis, Sickle Cell Disease, Beta-thalassemia, and Acute Pain.

The Patient Support Operations & Vendor Management Team oversees patient support vendors, including those managing financial assistance programs, benefits investigations, prior authorizations, and travel programs. The team also collaborates with Specialty Pharmacy partners to ensure a seamless patient experience.

The Associate Director, Vendor Management is responsible for leading the strategy, oversight, and performance management of vendors supporting patient support programs. This role ensures external partners deliver high-quality services aligned with program goals, compliance requirements, patient experience expectations, and business objectives. The Associate Director will work cross-functionally with internal stakeholders including Patient Services, Market Access, Compliance, Legal, Finance, Commercial, Medical, and Operations to drive vendor accountability, operational excellence, and continuous improvement.

This individual will play a key role in managing vendor relationships across services such as hub operations, adherence programs, patient access support, reimbursement support, contact center services, and other patient-facing solutions.

This hybrid role requires 3 days per week on-site at the Boston office and reports to the

Director, Patient Support Operations & Vendor Management.

Key Responsibilities:

Vendor Strategy and Oversight

· Lead day-to-day and strategic oversight of vendors supporting patient support programs.

· Develop and maintain strong vendor governance models, including business reviews, performance scorecards, escalation pathways, and service-level expectations.

· Ensure vendors are operating in alignment with contractual obligations, business requirements, quality standards, and compliance expectations.

· Partner with internal stakeholders to evaluate vendor capabilities and support vendor selection, onboarding, and transition activities.

Performance Management

· Define, monitor, and report on key performance indicators (KPIs), service-level agreements (SLAs), and operational metrics.

· Identify performance gaps, risks, and process inefficiencies, and lead corrective and preventive action plans with vendors.

· Drive continuous improvement initiatives to enhance patient experience, operational efficiency, and program effectiveness.

· Conduct regular business reviews and present vendor performance insights and recommendations to leadership.

Cross-Functional Collaboration

· Serve as a primary liaison between internal teams and external vendors to ensure alignment on program objectives, timelines, and deliverables.

· Collaborate with Patient Services, Market Access, Commercial, Legal, Compliance, Privacy, Procurement, and Finance to support vendor-related initiatives.

· Translate business needs into clear vendor requirements and operational expectations.

· Support implementation of new programs, enhancements, and process changes impacting vendor operations.

Contract and Financial Management

· Partner with Procurement, Legal, and Finance to support contract development, amendments, renewals, and statement-of-work management.

· Monitor vendor budgets, invoices, and financial performance to ensure accurate forecasting and cost control.

· Assess vendor proposals and business cases to support investment decisions and operational planning.

Project Management and Implementation

· Lead cross-functional projects related to vendor operations, patient support program enhancements, and new service implementations.

· Develop project plans, timelines, milestones, and stakeholder communication plans to ensure successful execution.

· Coordinate internal and external stakeholders to manage deliverables, dependencies, risks, and issue resolution.

· Track project progress against scope, timeline, and budget, and provide regular status updates to leadership.

· Support change management activities associated with vendor transitions, new program launches, and process improvements.

· Drive accountability for project deliverables and ensure timely completion of action items across teams.

Compliance and Risk Management

· Ensure vendor activities comply with all applicable healthcare, privacy, legal, and regulatory requirements, as well as company policies and procedures.

· Support audit readiness and participate in vendor audits, inspections, and risk assessments as needed.

· Escalate issues appropriately and drive timely resolution of compliance, operational, or service-related concerns.

· Maintain documentation and governance practices required for effective oversight.

Qualifications:** Required

· Bachelor’s degree in business, healthcare administration, life sciences, or related field.

· 8+ years of experience in vendor management, patient services, market access, specialty pharmacy, reimbursement support, or related healthcare/pharmaceutical operations.

· Experience with vendor transitions, program launches, and operational transformation initiatives.

· 3+ years of experience in project leadership, or cross-functional leadership role.

· Demonstrated experience managing third-party vendors in a regulated healthcare or pharmaceutical environment.

· Strong knowledge of patient support program operations, including hub services, reimbursement support, access services, and patient engagement models.

· Experience developing and monitoring KPIs, SLAs, and vendor performance scorecards.

· Strong communication, negotiation, and relationship management skills.

· Proven ability to lead cross-functional initiatives and manage multiple priorities in a fast-paced environment.

Preferred

· Advanced degree (MBA, MPH, or related field).

· Experience in rare disease, specialty therapeutics, or complex patient support programs.

· Familiarity with regulatory and compliance requirements relevant to patient services and vendor oversight.

· Experience with vendor transitions, program launches, and operational transformation initiatives.

Core Competencies

· Strategic thinking

· Vendor governance and accountability

· Operational excellence

· Risk identification and mitigation

· Cross-functional collaboration

· Executive communication

· Analytical and data-driven decision-making

· Patient-centered mindset

Working Conditions / Travel

· Ability to travel periodically for vendor site visits, internal meetings, and business reviews, as needed.

· Hybrid work environment, depending on company policy and business needs.

Pay: $150,000.00 - $200,000.00 per year

Experience:

• Patient Services: 8 years (Required)

Work Location: Hybrid remote in Boston, MA 02117