Patient Access Leadership - Operations Associate Director/Director
A biopharma client is establishing the Commercial team to introduce a collection of innovative therapeutics for patients facing rare diseases. Demonstrating value to various stakeholders and ensuring swift patient access to our treatments remains pivotal to success in this role.
This pivotal position is responsible for overseeing the day-to-day operations of the Patient Access Leadership team. The role involves ensuring seamless execution by vendor partners, driving operational efficiency through the integration of new technologies and reporting. Reporting directly to the Senior Director of US Patient Services, this position will manage daily patient services operations and reporting capabilities. The incumbent acts as the ultimate patient advocate, guiding the organization in delivering optimal patient care by collaboratively navigating the healthcare system to facilitate access to information, support, treatment, and services. Demonstrating cross-functional engagement, strategic thinking, business acumen, and strong leadership skills is crucial for this role.
Responsibilities (inclusive, but not limited to):
Operational Excellence
- Contribute to the development and upkeep of program materials, including call guides, SOPs, work instructions, and training resources.
- Spearhead the development, approval, and content management of Patient Services-related materials.
- Collaborate with the Senior Director to lead initiatives and/or vendors, driving progress towards program goals.
- Work with cross-functional teams, supporting the Senior Director in developing program enhancements to optimize patient support services.
- Oversee training by maintaining comprehensive training materials in collaboration with the Senior Director.
- Provide daily support to the PAL team in prioritizing task lists, including training, onboarding, and reporting.
- Conduct onboarding training for new PAL team members.
- Stay informed about compliance and OIG guidance, communicating any impactful changes to Patient Services leadership.
- Support quality monitoring and conduct audits for Patient Services and vendor partners.
Analytics & KPIs
- Develop detailed business rules for necessary patient services reports, collaborating with internal reporting SMEs and external vendors for testing and operationalization.
- Analyze regional program data and insights to identify opportunities for enhancing patient services offering.
- Utilize operating data (Tableau) to identify trends and opportunities for process/program improvement.
- Ensure data is accurately entered and reflected in PJN and Tableau.
- Provide Patient Services leadership with a detailed understanding of workload and resource utilization by PAL and vendor region.
- Compile and provide various routine reports related to program operations.
Qualifications:
- Requires a BA or BS degree (advanced degree preferred) with 8-12 years of experience in the pharmaceutical or related industry, including at least 3 years of experience in patient services/hub services strategy, and some experience with direct program oversight responsibilities.
- Proven leadership, strong interpersonal skills, and excellent written and verbal communication skills.
- Experience using Salesforce-based applications.
- Demonstrated analytical skills.
- Ability to thrive in a dynamic, fast-paced environment.
- Experience in rare diseases/specialty medicines is highly desirable.
- Experience includes responsibilities for strategy development, departmental/functional business planning, and resource development and management.
- Proven track record of building strong internal and external relationships, including effective liaison with patient advocates.
- Experience building a comprehensive patient services program in the pharmaceutical industry is highly desirable.
- Requires up to 10% domestic travel.
- This position will be based in the Lexington, MA office.