Senior Patient Services Manager

Ardelyx
life insurance, parental leave, paid holidays, flex time, 401(k)
United States, Massachusetts, Waltham
Jun 04, 2025
Description Ardelyx is a publicly traded commercial biopharmaceutical company founded with a mission to discover, develop and commercialize innovative first-in-class medicines that meet significant unmet medical needs. Ardelyx has two commercial products approved in the United States, IBSRELA (tenapanor) and XPHOZAH (tenapanor). Ardelyx has agreements for the development and commercialization of tenapanor outside of the U.S. Kyowa Kirin commercializes PHOZEVEL (tenapanor) for hyperphosphatemia in Japan. A New Drug Application for tenapanor for hyperphosphatemia has been approved in China with Fosun Pharma. Knight Therapeutics commercializes IBSRELA in Canada. Position Summary: A key responsibility is managing assigned vendor partners to ensure effective collaboration and relationships, performance, and successful program execution. The role collaborates cross-functionally with external vendors and internal stakeholders-including Sales, Marketing, Market Access, Reimbursement team, Trade, Compliance, Commercial Operations, Specialty Pharmacies, Legal, and other relevant partners -to drive initiative completion. The Senior Manager of Patient Services will also serve as a subject matter expert in reimbursement support, stakeholder engagement, IT, specialty pharmacy, and hub operations. Additionally, they will work to improve and streamline the patient and prescriber experience throughout the entire treatment cycle, from initial prescription to maintenance. Success in this role depends on strong project management skills, critical thinking, organization, and effective stakeholder engagement to deliver timely and accurate outcomes. This position reports to the Director of Patient Services. Responsibilities: Lead and manage assigned patient services partners, maintaining key performance indicators (KPIs) for the team and stakeholders through regular business reviews, training sessions, team-building activities, and daily KPI assessments Proactively identify and mitigate potential risks, issues, and dependencies to ensure vendor partners remain on track, while also monitoring their progress and providing regular updates to stakeholders on key milestones, risks, and issues Support the implementation of new initiatives and deployments-such as business rule development, team training, and workflow mapping-and oversee the day-to-day operations of partners with a focus on operational excellence and quality service Manage program and partner budgets effectively, including developing, tracking and managing budgets for assigned patient services programs, ensuring fiscal responsibility and optimal allocation of resources Periodically review and ensure compliance with standard operating procedures (SOPs) and business rules related to patient support services Utilize critical thinking to identify and implement data-driven insights to drive continuous improvement of operations and systems, ensuring seamless integration with program development to deliver exceptional customer experience Serve as a subject matter expert on all patient services-related topics, providing guidance and resources to stakeholders such as field sales, prescribers, patients, and marketing. Escalate concerns as appropriate Foster a team culture aligned with Ardelyx's core values-passionate, fearless, dedicated, and inclusive-through effective management of internal staff and external partners Contribute to the annual brand planning process by providing data-driven reimbursement insights, demonstrating leadership, and managing external partners and vendors to ensure optimal performance Qualifications: B.A/B.S. or advanced degree with 8+ years of experience within Patient Access Services (hub/callcenter), project management, healthcare operations, reimbursement services and/or pharmaceutical industry experience or equivalent experience 3+ years of experience within Patient Access Services (hub/call center), project management, healthcare operations, and/or reimbursement services. Other backgrounds with related experience in reimbursement support, market access, or healthcare will be considered. Pharmaceutical industry experience strongly preferred 1+ years of supervisory or managerial experience required, including managing remote teams or external vendors Strong project management skills and abilities; comfortable managing multiple projects and delivering strong results Demonstrated ability to translate strategy into action in order to resolve issues and mitigate risks Strong functional knowledge of health insurance and benefits (i.e. Medicare Part D, commercial and Medicaid) with a solid understanding of insurance eligibility, benefit verification, prior authorization processes, reimbursement coverage, appealing insurance denials, application of financial assistance, co-pay support and bridge programs. Extensive knowledge of HCP office processes regarding patient flow, prescription flow and clinic office operations, and direct experience with nephrology and/or gastroenterology products or providers preferred Understanding of the legal and regulatory environment impacting patient services along with demonstrated integrity on the job In-depth knowledge of pharmaceutical manufacturer compliance requirements and patient confidentiality (HIPAA regulations) Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally Strong interpersonal skills including ability to communicate effectively with people individually and groups; ability to communicate with technical and non-technical colleagues; experience establishing and maintaining effective relationships across departments Strong verbal communications skills and demonstrated ability to write clearly and persuasively Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy Work Environment Corporate office based or field-based position with regular travel to Ardelyx corporate offices. Willingness to travel up to 20% of time within the U.S. The anticipated annualized base pay range for this full-time position is $85,000-$103,000. Ardelyx utilizes industry data to ensure that our compensation is competitive and aligned with our industry peers. Actual base pay will be determined based on a variety of factors, including years of relevant experience, training, qualifications, and internal equity. The compensation package may also include an annual bonus target and equity awards, subject to eligibility and other requirements. Ardelyx also offers a robust benefits package to employees, including a 401(k) plan with generous employer match, 12 weeks of paid parental leave, up to 12 weeks of living organ and bone marrow leave, equity incentive plans, health plans (medical, prescription drug, dental, and vision),life insurance and disability, flexible time off, annual Winter Holiday shut down, and at least 11 paid holidays. Ardelyx is an equal opportunity employer.