Associate Director, Patient Services

Principal Responsibilities

• Align with Marketing, Sales, Market Access, Advocacy, Commercial Operations, and Supply Chain to implement best-in-class patient services and distribution model.
• Oversee the patient services program, and its day-to-day operations with a laser focus on operational excellence aligned to patient needs.
• Ensure effective vendor integrations with a focus on continuous improvement of specialty pharmacies and HUB operational processes to deliver an exceptional experience for patients.
• Liaise with Commercial Operations/Business Analytics regarding reporting, dashboard development, data measurement, analysis, and data quality related to specialty pharmacy and HUB activities.
• Provide input and guidance for program-related marketing materials and patient and provider communications.
• Facilitate weekly and monthly status update calls with vendor partners.
• Work with internal and external partners for a seamless patient experience in all escalated cases.
• Interpret program data for purposes of assessing reimbursement and access trends, program performance and utilization, pharmacy performance and program alignment to agreed-upon KPIs.
• Manage creation and maintenance of all Program SOPs, business rules, work instructions, and training materials related to the patient support program.
• Work with Medical and Quality divisions on vendor AE/PC reporting, product replacement and vendor training.
• Develop distribution strategic and tactical plans by proactively identifying potential marketplace trends/barriers and creating strategies that will optimize access and create access confidence with providers and patients.
• Review SP data daily for inconsistencies, errors, and delivery timing along with data aggregator.
• Liaise with Legal/Regulatory/Compliance to ensure all operations, processes, and systems meet legal and regulatory requirements.

Qualifications

• Bachelor’s degree
• 8+ years of pharmaceutical experience in patient services and/or product distribution
• Demonstrated success in implementing and managing SP/HUB/Copay/Trade partners including detailed process workflows, SOPs, and KPIs
• Strong knowledge of health insurance and benefits (private and public payers), with a solid understanding of the following processes: HIPAA, insurance eligibility and benefit verification, securing insurance prior authorizations, advocating for maximum reimbursement coverage, appealing insurance denials, and application of financial assistance for eligible patients
• In-depth knowledge of pharmaceutical manufacturer compliance requirements and patient confidentiality (HIPAA regulations)
• Highly knowledgeable in all types of patient affordability programs including, foundational and copay support as well as patient assistance programs
• 3+ years managing external access partner relationships
• Strong strategic, analytical, time management, and multi-tasking abilities
• Excellent written and oral communication skills