Regional Manager - Patient Services

About the role

The US Patient Services Regional Manager is a critical component of the commercial strategy and responsible for developing and leading a regional team of Case Managers that will provide access and therapy management services for Alnylam's portfolio of products.

Responsibilities

• Provide direction and guidance on day-to-day Patient Services operations to Case Managers and Associate Case Managers.
• Build and sustain positive, effective working relationships with key internal and external customers.
• Identify regional trends and drive the development and implementation of short and long-term strategies.
• Maintain close collaboration with key functions and support business work streams to achieve company goals and objectives.
• Work closely with regional leadership team to ensure customer success for staff and patients.
• Collaborate with other members of the Patient Services management team to proactively drive business process improvements.
• Actively participate and be responsible for recruiting activities for respective team.
• Identify and address training, performance, and competency needs to ensure achievement of business objectives.
• Continuously assess performance and work environment needs against business need. Identify external and internal factors impacting performance and develop a plan to address them.
• Ensure functional coverage of hours of operation. Manage caseload distribution to enable individual and business unit success.
• Assign, manage and report on goals and performance to goals.
• Review and monitor specific customer requests to ensure excellent customer service and customer experience.
• Manage and ensure there is a high level of focus on customer service. Ensure that customer complaints and inquiries are satisfactorily resolved.
• Stay abreast of the changing conditions in the market to ensure that all patient service's activities reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service.
• Enhance the customer experience via benchmarking and external and internal customer feedback.
• Manage own workload, prioritize, plan, and organize projects and work with respect to timelines.
• Comply with all corporate policies, internal procedures and training and applicable laws and industry codes in collaboration with Alnylam Legal, Regulatory and Compliance.

  Qualifications

  • Bachelor’s Degree required.
  • 7+ years recent experience in the healthcare or pharmaceutical/biotech industry. Ultra-rare disease experience a plus.
  • Familiarity with patient and provider support services.
  • Previous management experience preferred.
  • Knowledge of private payer, Medicare, and Medicaid structure, systems, and reimbursement process.
  • Experience and proficiency in working with a Customer Relationship Management System, such as Salesforce.com.
  • Proven experience and successful track record leading, developing and coaching teams.
  • Ability to work effectively across functions (field/marketing/medical affairs/patient advocacy/managed markets/legal/compliance).
  • Ability to communicate and influence effectively with all levels of the organization (verbal, written and presentation skills).
  • Possess strong critical thinking, problem solving, and analytical skills with attention to detail.
  • Able to work independently and manage competing priorities.
  • Desire to innovate and work in a fast-paced, energetic environment.
  • Self-starter who is highly passionate about rare disease and Alnylam’s core values: Commitment to People, Innovation, Discovery, Purposeful Urgency, Open Culture, and Passion for Excellence.

  U.S. Pay Range

  $134,300.00 - $181,700.00

  The pay range reflects the full-time base salary range we expect to pay for this role at the time of posting. Base pay will be determined based on a number of factors including, but not limited to, relevant experience, skills, and education. This role is eligible for an annual short-term incentive award (e.g., bonus or sales incentive) and an annual long-term incentive award (e.g., equity).

  Alnylam’s robust Total Rewards package is designed to support your overall health and well-being. We offer comprehensive benefits including medical, dental, and vision coverage, life and disability insurance, a lifestyle reimbursement program, flexible spending and health savings accounts and a 401(k) with a generous company match. Eligible employees enjoy paid time off, wellness days, holidays, and two company-wide recharge breaks. We also offer generous family resources and leave. Our commitment to your well-being reflects our belief that caring for our people fuels the impact we create together.