Associate Director, Regional Patient Access and Experience

Duties and Responsibilities

• Serve as the key regional point of contact for an ultra-rare disease patient support program, engaging patients, families, and healthcare providers while collaborating with internal and external stakeholders to ensure a unified and seamless experience.
• Develop and maintain long-term relationships with patients/caregivers and their healthcare providers to support starting and adhering to therapy, including education on disease state, approved product materials, insurance navigation, and infusion logistics.
• Work closely with patients/caregivers, healthcare providers, treatment centers, specialty pharmacies, and payers to support navigation of access and coverage barriers in partnership with appropriate stakeholders.
• Maintain a deep understanding of Hunter syndrome and the MPS therapy area, patient and community needs, available support resources and national patient access dynamics.
• Represent Patient Support at local and national advocacy events.
• Develop and facilitate educational programs based on approved materials to inform patients, families, and community stakeholders about support services and access pathways, delivering meaningful information tailored to the unique needs of the patient community.
• Ensure the program operates seamlessly through regular monitoring, team alignment, and cross-functional communication to deliver a seamless experience.
• Aid in developing and maintaining key operational elements (e.g., process, technology) to support both the patient engagement and case management aspects of the role.
• Collaborate with internal and external stakeholders on trainings, ensuring alignment with compliance standards and approved content where applicable.
• Collaborate with key internal teams-such as Account Leads, Market Access, Medical Affairs, Patient Advocacy, and Compliance to ensure program alignment and integrate field insights into strategy.
• Promote a culture of continuous improvement through feedback, process enhancements, and program improvements based on patient/caregiver and healthcare provider engagement.
• Collaborate with cross-functional teams on topics such as: access processes, navigating healthcare systems, insurance plans, patient support offerings, and operational elements of the patient experience program.

Requirements and Qualifications

• Bachelor's degree, life sciences preferred
• Minimum of 7+ years of experience supporting patients in pharma/healthcare, case management, social work, or related field, with at least 3+ years in a patient support program, integrated healthcare provider or managed care setting desired
• Experience in rare disease, pediatrics, and complex therapies preferred; with a demonstrated passion for patient-centricity and customer experience
• Preferred experience in field-based patient engagement using approved materials and operating within regulatory guidelines
• Proven ability to effectively engage with patients, caregivers, and healthcare professionals, demonstrating empathetic listening to build trust and foster ongoing relationships
• Skilled at effectively educating patients, caregivers, and healthcare professionals on complex topics using approved materials and ensuring understanding; preferred experience with developing and delivering patient education programs, including navigating the internal review process
• Proven expertise with government and private payers; addressing access/reimbursement challenges and navigating complex insurance landscapes
• Success working in a matrixed environment, independently and collaboratively to achieve goals
• Strong problem-solving, communication, and collaboration skills
• Bilingual (Spanish-speaking) preferred

Desired Skills and Experience

• Healthcare, case management, social work, patient support, therapeutics