Senior Manager, Patient Support Services

Company: SUN PHARMA
Location: Princeton Junction
Posted on: October 30, 2025

Job Description:

Sun Pharmaceuticals Industries Inc. is the fourth largest generic pharmaceutical company in the world, and rapidly building our brand presence. We manufacture, market and distribute pharmaceuticals to the nation’s largest wholesalers, distributors, warehousing and non-warehousing chain drugstores as well as managed care providers. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately the patient. Current manufacturing capabilities allow Sun Pharma to develop products across most therapeutic categories. At Sun Pharma we believe our people are an invaluable asset. Our culturally diverse workforce is one of our biggest strengths, along with the rich experience they bring across varied skill-sets. We are proud that our global workforce is bound by our common values. Job Summary: The Senior Manager, Patient Support Services reports to the Director, Patient Support Services and Operations and is a key role within the patient services team, responsible for ensuring an optimal overall patient support service experience for healthcare providers (HCPs) and patients that leads to speed to therapy and high touch support. Responsibilities include identifying potential gaps in operational processes and providing immediate and long term solutions by effectively and expeditiously managing escalations and conducting routine audits. This individual will engage, collaborate and interact with internal stakeholders including Sales Leadership, Field Sales, Brand Marketing, Payer Marketing, Market Access, FRM Leadership and FRMs, the Training Department. This role is accountable for managing Hub vendor performance and customer interactions. Will oversee that the programs are operating according to defined terms and conditions, ensuring Hub vendor performance aligns with contractual expectations, desired patient outcomes within budget parameters. Responsibilities: Participates in New Program Design and Implementation Works with Operations Team to Improve Processes: Identify workflow inefficiencies and gaps through audits and call reviews. Propose and support implementation of process enhancements to improve speed to therapy and the overall hub experience. Identify ways to overcome access barriers such as obtaining authorization or medical exceptions for uncovered drugs Case Escalation Management: Manage daily inbound escalations for collaborating with the vendor escalation team to ensure timely resolution. Uncover root causes and propose immediate and long term solutions to AD, Patient Support Services Operations. Communicate resolution outcomes with key stakeholders. Case Auditing & Oversight: Conduct routine audits Audit to assess quality, accuracy, and compliance with hub processes. Oversee Free Goods Programs Ensure programs met and adhere to legal, regulatory and compliance standards. Monitor hub process and free goods dispensing pharmacy to ensure operational flows are being followed, recommend course corrections, when needed. Monitor and ensure program(s) terms and conditions are in line with competitors in the marketplace Manage Hub vendor Performance and Relationships Join weekly and ad hoc meetings with Hub vendor and specialty pharmacies to identify and close operational gaps. Monitor specialty pharmacy (SP) triages, including early access programs (EAP), patient assistance programs (PAP), and assist with pull through by engaging Field Reimbursement Manager. Oversee the hub vendor’s interactions with HCPs, patients, insurer and specialty pharmacies Cross-functional Collaboration: Partner with Medical, Legal, Compliance, Field Reimbursement, Market Access, and Brand teams to ensure program alignment and compliance. Serve as a key stakeholder in vendor selection, contract negotiation, and ongoing relationship management for all programs. Develop and lead training for sales and FRM team (ability to put large amounts of information in a concise format and comfortable presenting in front of 50 people. Education & Qualifications: Minimum of a Bachelor’s degree, advanced degree preferred. Minimum of five (5) years of experience in patient services, case management, or hub operations Familiarity with specialty pharmacy workflows, EAP/PAP programs, and payer landscapes Strong understanding of legal, regulatory and compliance guidelines associated with free goods programs Strong analytical and auditing skills with the ability to identify patterns and recommend solutions Excellent communication and organizational skills Proficiency in CRM systems (e.g., Salesforce) Prior experience working with FRMs or SPLs Background in pharmaceutical or healthcare services industry Comfortable with a dynamic, fast-paced work environment The presently-anticipated base compensation pay range for this position is $145,000 to $177,500. Actual base compensation may vary based on a number of factors, including but not limited to geographical location and experience. In addition, this position is part of the Incentive Compensation Bonus Plan. Employees are eligible to participate in Company employee benefit programs which include medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; and the employee assistance program. Employees also receive various paid time off benefits, including vacation time and sick time. The compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company, or individual department/team performance, and market factors. The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees as assigned to this job. Nothing herein shall preclude the employer from changing these duties from time to time and assigning comparable duties or other duties commensurate with the experience and background of the incumbent(s). We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, military or veteran status, generic predisposing characteristics or any other basis prohibited by law.

Keywords: SUN PHARMA, Trenton , Senior Manager, Patient Support Services, Retail - All , Princeton Junction, New Jersey