Sr. Manager, Document Management & Training, Patient Services Operations

Overview:  

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 

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