Director, Rare Disease Operations

About the role

The Director, Rare Disease Operations oversees the daily operations of our Rare Disease program, manages a team of customer service representatives, patient access specialists, case managers, and implements strategies to enhance customer satisfaction and operational efficiency.

Responsibilities

• Team Leadership: Lead, mentor, and motivate a team to achieve performance goals and maintain high levels of customer satisfaction. Conduct regular performance reviews and provide constructive feedback and development plans for team members. Foster a positive work environment that encourages teamwork, open communication, and continuous improvement.
• Operational Oversight: Manage day-to-day operations of assigned programs, ensuring efficient and effective service delivery. Develop and implement operational policies, procedures, and standards to optimize performance. Monitor call center metrics and KPIs, such as call volume, response times, and customer satisfaction scores.
• Operational Quality: Instill a culture of going above and beyond to exceed the patient, provider, and client expectations. Regularly evaluate systems, tools, and work instructions to ensure they are up to date and team members have been appropriately trained. Assess and address team performance against internal standard operating policies and procedures. Ensure all operations adhere to industry regulations, standards, and best practices.
• Customer Experience: Ensure that all customer interactions are handled professionally and in accordance with company standards. Analyze customer feedback and trends to identify areas for improvement and implement solutions to enhance customer experience.
• Strategic Planning: Develop and execute strategies to enhance efficiency and effectiveness. Identify and implement new technologies and tools to improve operations. Prepare and manage budgets, forecasts, and resource allocations.

Requirements

• Minimum Requirement: Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.

Qualifications

• Education: Bachelor’s Degree or equivalent experience.
• Critical Skills: 12+ years’ experience within specialty pharmacy, or other relevant pharmaceutical industry services. Previous experience effectively coaching and managing a team responsible for pharmacy or reimbursement operations including proven record of motivating a team to perform above expectations. Strong understanding of pharmacy operations, technology, and best practices. Experience in the specialty healthcare or pharmaceutical segment with understanding of healthcare continuum and relationship between manufacturers, patients, providers, and payers. Exceptional written and verbal communication skills, along with collaboration skills and ability to influence others; ability to build credible relationships across multi-business units, management teams, executive teams, business partners, current and prospective clients. Excellent grammar and vocabulary skills including the ability to compose complex proposals as well as edit content. Proven track record of analyzing operational data, formulating, and executing on action plans related to data insights. Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.

Skills

• Ability to manage complex issues, function independently, demonstrate flexibility, as well as the ability to work effectively with remote internal and external teams.
• Innovative mindset always seeking continuous improvement through use of various techniques (Six Sigma, Lean, …)
• Critical thinking, analytical, research, and problem-solving skills

Benefits

We not only care about the wellbeing of our patients, customers and the communities we serve — we care about you. That’s why we provide our employees with a comprehensive support system for all aspects of Your Care: physical, emotional, financial and social.