Senior Patient Affordability Operations Manager
Novo Nordisk
Plainsboro, NJ
About the Department Novo Nordisk’s Market Access and Public Affairs team engages diverse stakeholders across political and healthcare landscapes to forge solutions that drive patient access to innovative products. We strive to deliver the best possible outcomes for patients with diabetes, obesity, growth hormone deficiencies and rare bleeding disorders through mutual wins for both Novo Nordisk and our Market Access customers. Our passion for helping people live better lives and our award-winning product pipeline can only be as effective as our ability to provide information to healthcare providers, key stakeholders and policymakers. Our Market Access and Public Affairs professionals ensure that the latest therapies and products reach the people who need them most, by creating an environment where innovation and chronic disease management drive optimal health outcomes. Are you ready to realize your potential? 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. This role drives operational excellence through strong enablement, financial oversight, cross functional coordination, and process improvement to ensure scalable, compliant and efficient affordability operations. Relationships Reports to the Director, Patient Support 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 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 Develop and maintain internal enablement materials, SOPs, playbooks and operational guidance for affordability programs Support audit readiness through clear documentation, controls and traceability Lead affordability project and portfolio management processes, including intake, assessment, prioritization, resource planning and execution tracking Maintain and manage the affordability initiative roadmap, ensuring alignment with organizational priorities and strategic objectives Facilitate prioritization of affordability initiatives by balancing patient impact, business value, operational feasibility, compliance requirements and available resources Develop and maintain project plans, milestones, risk assessments, dependencies and status reporting for leadership review Physical Requirements 10-20% overnight travel required. Qualifications Bachelor’s degree or equivalent experience required 10+ years of experience in pharmaceutical commercial operations, patient support, program/project management, or related functions required 2+ years of experience supporting patient affordability or offer related programs required Proven track record of operational enablement and process improvement, with high attention to detail and strong execution discipline Experience leading complex initiatives in a matrixed, cross functional environment, including the ability to influence without formal authority Proactive problem solver who anticipates risks and mitigates issues before escalation Excellent project management, planning, prioritization, execution and follow up skill