• Work Across Operations to Stand Up Core Loan Operations: Design and implement operational workflows for functions such as customer service, delinquency management, and account maintenance. • Lead the documentation of SOPs across all operational functions. • Collaborate with functional leaders to establish service and monitor performance standards, SLAs, and QA frameworks. • Collaborate with the Head of Collections & Recoveries to build & launch a delinquency management strategy. • Oversee Back-Office & Compliance Operations including monitoring complaint handling and regulatory response processes. • Build, document, and oversee exception account handling (e.g., deceased, bankruptcy, credit bureau disputes). • Prepare operational reporting to support audits, compliance reviews, and executive oversight.

Role Description The Senior Manager, Document Management – Patient Services will be responsible for establishing, leading, and continuously improving a centralized document management function that supports all patient services operations. This role ensures that all patient services and operational documentation, including SOPs, job aids, workflows, regulatory artifacts, training materials, and vendor documentation, is accurate, compliant, standardized, and readily accessible. The role will also support alignment between controlled documentation and Patient Services training to promote consistency, readiness, and effective execution across teams. This role will play a critical part in ensuring that document management is fully integrated with the organization’s CRM platform, enabling seamless alignment between system-driven workflows and controlled documentation to support compliance, user adoption, and operational accuracy. Remote role with travel to Cambridge, MA as necessary. Responsibilities - Develop and implement an enterprise-wide document management strategy for Patient Services. - Oversee end-to-end document processes including: - Creation and review workflows and job-aids, alongside training. - Version control and change management. - Annual or periodic review cycles. - Implement standardized naming conventions, metadata tagging, document linkages, and structured repositories. - Evaluate and manage document management systems (e.g., Veeva, SharePoint). - Partner with CRM system owners to integrate document management practices into CRM workflows and repositories. - Drive adoption of standardized documentation management practices across teams. - Advisor on documentation initiatives and serves as the Business Process Owner for Document Management. - Identify and implement process improvements related to document management and training. - Design scalable training materials, including Standard Operating Procedures (SOPs), call guides, CRM guides to support tactical implementation and updates. - Assist in the development, maintenance, and deployment of Patient Services training content to ensure materials align with controlled documents, operational workflows, and compliance requirements. - Partner with IT and CRM product teams to embed document controls and references within the CRM workflows. - Work cross-functionally with commercial training operations, compliance, IT, and HUB teams to ensure consistent process execution across multiple therapeutic areas. - Maintain synchronization between document updates and CRM process changes to ensure consistency and compliance. Qualifications - 6-8+ years of experience in pharmaceutical, biotech, or healthcare environments. - Bachelor’s degree from an accredited university. - Experience in Patient Services, Operations, Training, and Quality/Compliance. - Experience with regulated document systems (e.g., Veeva Vault, Track Wise, SharePoint governance). - Proficiency in Microsoft Office Suite, including advanced PowerPoint skills, Word, and Excel. - Strong knowledge of documentation standards and regulations related to documentation. - Proven experience building or managing document management systems/processes. - Demonstrated experience integrating CRM systems with SharePoint to enable document sharing and workflow alignment. - Proven ability to train and support patient services team members across multiple functions. Requirements - U.S. Pay Range: $131,800.00 - $178,300.00. - This role is eligible for an annual short-term incentive award (e.g., bonus or sales incentive) and an annual long-term incentive award (e.g., equity). Benefits - Comprehensive benefits including medical, dental, and vision coverage. - Life and disability insurance. - Lifestyle reimbursement program. - Flexible spending and health savings accounts. - 401(k) with a generous company match. - Paid time off, wellness days, holidays, and two company-wide recharge breaks. - Generous family resources and leave.

• Build and maintain enablement content across the full learning lifecycle • Translate rapid product releases and process changes into clear, digestible learning content • Support the delivery and logistics of the onboarding program • Maintain and organize the enablement content library • Partner with QA and the Enablement Lead to identify knowledge gaps • Partner with Customer Education and Product to stay current on releases • Gather feedback from specialists and new hires to continuously improve content • Track content performance metrics and share insights with the Lead

• Manage end-to-end delegated credentialing operations across an assigned portfolio of payors, including pre-delegation audits, ongoing compliance, quarterly reporting, and annual audits • Serve as the primary point of contact for delegated payor relationships, handling communications, data requests, and issue resolution with cross-functional teams • Prepare, coordinate, and execute both pre-delegation and annual credentialing audits, ensuring documentation, files, and processes meet NCQA and payor-specific standards, and resolve any Corrective Action Plans identified during audits • Develop and maintain audit-ready credentialing files, including primary source verification documentation, credentialing committee records, and adverse action tracking • Build and deliver reporting packages for submission to delegated entities & payors, including monthly delegated rosters, annual audits, and credentialing activity summaries on required cadences • Coordinate with internal stakeholders (enrollment, partnerships, RCM, legal & compliance, special projects) to ensure provider data is accurate and current across systems, and perform regular roster reconciliations with delegated entities • Assist in the review and expectations of new Delegated Contract Agreements and implement processes to meet new DCA obligations • Track regulatory and accreditation changes (NCQA, state-specific requirements) to ensure compliance with regulatory guidelines & industry standards