Senior Manager, COMPASS Navigator Team

About the Job

Lead and inspire a specialized team of Case Managers dedicated to delivering best-in-class patient support services for Tzield, Sanofi's first and only disease-modifying therapy for Type 1 Diabetes (T1D). As the Senior Manager for the COMPASS Navigator program, you will provide day-to-day oversight and operational leadership to ensure that T1D patients and their families receive seamless, high-touch support throughout their entire treatment journey.

Main Responsibilities

Management of Day-to-Day Operations and Case Oversight

• Provide direct day-to-day oversight and mentorship to the COMPASS Navigators (CNs) supporting T1D patients on Tzield
• Focus on case and quality oversight, and operational excellence
• Foster a culture of accountability, empathy, and continuous improvement
• Manage team capacity, caseload distribution, and coverage planning to ensure no patient is without support
• Serve as an escalation point for complex, high-risk, or sensitive patient cases
• Represent assigned CNs on Specialty Pharmacy (SP) calls, streamlining coordination

Quality Assurance & Case Quality Oversight

• Own end-to-end case quality including data entry quality, quality of patient and caregiver interactions, and case reviews
• Support SOP updates, Work Instructions, Job Aides, and meeting notes, and maintain the SharePoint site
• Lead or support User Acceptance Testing (UAT) for CRM system updates
• Oversee telephony platform operations and troubleshooting
• Review PAP requests and serve as subject matter expert for CN guidance
• Manage and resolve escalations through appropriate channels
• Provide an additional clinical review layer for cases and escalate to Medical when appropriate
• Review documentation submitted and support CNs in obtaining reimbursement for patients and/or HCPs

Program Development

• Monitor evolving payer landscapes, reimbursement trends, and T1D market dynamics to proactively adapt program workflows and CN training
• Partner with leadership to develop and refine program policies, SOPs, and best practices
• Identify opportunities to innovate and enhance the patient support model, including digital tools, workflow automation, and patient engagement strategies
• Contribute to the development of program materials, patient education resources, and internal training content

Compliance

• Ensure all team activities are conducted in full compliance with Sanofi policies, HIPAA regulations, and applicable federal and state laws
• Champion a culture of compliance within the team

About You

Basic Qualifications

• Bachelor's degree preferred
• 4+ years of experience in patient services, pharma, reimbursement, or healthcare operations
• Deep understanding of health insurance benefits, prior authorization processes, specialty pharmacy operations, and patient assistance programs
• Excellent written and verbal communication skills, including the ability to present to senior leadership and cross-functional stakeholders
• Experience operating effectively in a complex matrix environment, managing competing priorities and building alignment across functions
• Ability to travel within the US, up to 10%

Preferred Qualifications

• Experience supporting patients with T1D, autoimmune conditions, or other complex chronic diseases
• Background in specialty infusion therapy, Buy & Bill, or white bag product support
• Familiarity with Salesforce CRM and patient services hub platforms
• Experience with complex payer policy requirements, including coordination of multiple prior authorizations and appeals management
• Knowledge of home care coordination and specialty pharmacy workflows
• Prior experience launching or scaling a patient services program for a novel or first-in-class therapy
• Familiarity with HIPAA, OIG guidelines, and pharmaceutical compliance frameworks governing patient support programs