Senior Manager, Patient Services Training

This role follows a hybrid work model and requires in-office attendance for at least 60% of each month. Regular on-site presence is required to support cross-functional collaboration, training delivery, stakeholder engagement, and team connectivity. 

This is what you will do:  

The Senior Manager, Patient Services Training will play a key role within the Commercial Training Team, leading the design, development, and delivery of patient services training initiatives that align to business strategy, clinical evolution, and operational priorities. This role will serve as a strategic training partner across multiple functions, supporting cross-functional initiatives that span Patient Services, systems training, market access, clinical education, compliance, commercial operations, and digital learning innovation. 

The Senior Manager will be responsible for advancing training excellence across patient services roles, ensuring content remains current, impactful, and aligned with organizational goals. This individual will work closely with internal stakeholders and subject matter experts to build scalable learning solutions, support onboarding and continuous development, and drive readiness for new programs, products, processes, and capabilities. The role will also help foster the utilization, excitement, and acceptance of Artificial Intelligence and digital learning solutions to enhance learner engagement, scalability, and training effectiveness across the organization. 

This role reports into the Patient Services Training Lead and is expected to operate with a high degree of independence, collaboration, and strategic influence. 

You will be responsible for:  

The Senior Manager, Patient Services Training will: 

• Develop and deliver patient services training curricula in partnership with Patient Services Leadership, ensuring programs support both foundational capability building and evolving business needs. 

• Lead the enhancement of role-specific training for key patient services audiences, including both customer-facing and non-customer-facing roles, across therapeutic areas. This includes close collaboration with subject matter experts to develop, coordinate, and deliver content specific to each function. 

• Support and help lead cross-functional commercial training initiatives that extend beyond patient services and intersect with systems, market access, clinical training, compliance, and operational processes. 

• Design, develop, and deliver systems training for Patient Services team members, including training related to CRM, telephony platforms, workflows, and other operational tools, in partnership with relevant business and technical stakeholders. 

• Design and deliver advanced skills training, leadership development, and professional development programs that build critical capabilities across Patient Services, including communication, coaching, strategic thinking, problem-solving, change agility, and cross-functional partnership. 

• Promote the adoption and effective use of Artificial Intelligence and digital learning solutions within training programs, helping build learner confidence, engagement, and readiness to embrace innovative learning methods and emerging technologies. 

• Partner with Market Access, Clinical, Commercial Operations, Legal, Privacy, Compliance, and other training colleagues to ensure learning programs are accurate, relevant, compliant, and integrated across the learner experience. 

• Lead Core Concepts clinical trainings for Patient Services, Market Access, and Strategic Accounts colleagues, ensuring strong foundational clinical knowledge aligned to therapeutic area strategy, learner needs, and business priorities. 

• Support the Patient Services New Hire Training Program, including onboarding strategy, curriculum development, training delivery, and ongoing refinement of new hire learning journeys. 

• Create and deliver training to support new product launches, new indications, process changes, and organizational initiatives across all relevant therapeutic areas. 

• Execute ongoing quality, compliance, and policy training to ensure Patient Services team members are equipped with the latest requirements, expectations, and updates. 

• Manage and maintain the Patient Services Training Calendar/Team Planner ensuring an appropriate cadence, format, and variety of learning experiences that reflect adult learning principles and business priorities. 

• Track and manage attendance and completion for required trainings, including Pharmacovigilance-related training, to support audit readiness and quality standards. 

• Partner with external vendors, when applicable, in the design and development of learning materials and training solutions. 

• Represent training initiatives through the Medical/Legal/Regulatory review process as needed, ensuring materials are appropriately reviewed and approved prior to deployment. 

• Conduct field observations or ride-alongs, when appropriate, with Patient Services field roles to identify capability gaps, improve training effectiveness, and support onboarding and development planning. 

• Measure the effectiveness of training programs through learner feedback, knowledge assessments, business input, and training outcomes, and use data to drive continuous improvement. 

• Contribute to the broader evolution of the Commercial Training Team by sharing best practices, mentoring colleagues, and bringing innovative approaches to training strategy, design, and delivery. 

• Report any Pharmacovigilance events discussed during training activities and ensure compliance remains embedded in all aspects of training execution. 

The incumbent may be asked to perform other function-related activities in addition to the above-mentioned responsibilities, as reasonably required by business needs. 

You will need to have: 

• A minimum requirement of a High School Diploma. 

• A minimum of 3 - 5 years of relevant experience in patient services, training, healthcare, market access support, commercial learning, or biopharmaceutical operations. 

• Demonstrated experience developing and delivering training curricula for patient services, commercial, reimbursement, access, clinical, or operational audiences. 

• Experience working in a cross-functional environment with stakeholders such as Market Access, Legal, Privacy, Compliance, Marketing, Commercial Operations, Clinical, and Training teams. 

• Strong ability to manage multiple projects and priorities simultaneously while maintaining attention to detail and quality. 

• Strong communication, facilitation, presentation, and stakeholder management skills. 

• Experience developing training content using PowerPoint, Word, and Excel, delivering virtual training through platforms such as Zoom and Microsoft Teams, and managing content in learning management systems and other platforms. 

• Ability to work independently, solve problems proactively, and navigate ambiguity in a fast-paced environment. 

• Experience supporting or partnering on systems training, process training, or tool adoption initiatives. 

• Strong organizational skills and the ability to handle sensitive issues, differing perspectives, and competing priorities with professionalism. 

• Demonstrated openness to and ability to drive utilization, excitement, and acceptance of Artificial Intelligence and digital learning approaches in support of modern, scalable training solutions. 

• The duties of this role are generally conducted in an office environment. As is typical of an office-based role, employees must be able, with or without an accommodation to: use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours. 

We would prefer for you to have: 

• Experience in patient support services, case management, reimbursement support, specialty pharmacy, market access, or related healthcare support models. 

• Knowledge of health insurance benefits, reimbursement, billing, coding, and relevant state and federal regulations impacting patient services. 

• Experience with instructional design tools such as Articulate, Captivate, Visio, or video editing software. 

• Understanding of adult learning theory, training measurement, digital learning innovation, and learning effectiveness best practices. 

• Experience supporting new product launches, indication expansions, or major capability-building initiatives. 

• Strong influencing skills with a demonstrated ability to lead or support cross-functional teams in dynamic, evolving environments. 

• Excellent written and verbal communication skills and the ability to build strong, professional relationships across all levels of the organization. 

The annual base pay for this position ranges from $127,031.20 - $190,546.08. Our positions offer eligibility for various incentives—an opportunity to receive short-term incentive bonuses, equity-based awards for salaried roles and commissions for sales roles. Benefits offered include qualified retirement programs, paid time off (i.e., vacation, holiday, and leaves), as well as health, dental, and vision coverage in accordance with the terms of the applicable plans.