Associate Director, Market Access - Patient Services Operations

United States
Sep 28, 2020
Required Education
Bachelors Degree
Position Type
Full time

The Associate Director, Patient Services Operations, supports Market Access business objectives by developing and executing a dynamic set of programs and policies that support drug reimbursement, access, and adherence for patients and prescribers as well as maintain compliance with post-approval safety and distribution requirements. This position will be the primary individual responsible for managing essential patient services, such as the hub and/or the patient education program.

Principal Responsibilities:
  • Oversee direction of Patient Services vendor(s) and teams, by troubleshooting and providing current guidance and expertise to support program workflow and services
  • Manage vendor performance using agreed upon metrics and standards, call monitoring, site visits, and program audits
  • Drive business reviews with vendors to gain insights from Patient Services programs and ensure communication of key performance metrics and operational insights to internal stakeholders
  • Suggest and implement new enhancements required to support current and future products by performing ongoing analysis of existing operations to ensure optimal productivity, superior customer service, exceptional product coverage, and patient engagement
  • Participate and/or lead in the development of reimbursement and distribution and patient engagement strategies that respond to marketing/sales strategies, policies and other guidelines
  • Provide investigation and response to internal and external customer issues and complaints while concurrently instituting necessary improvements to avoid recurrence
  • Work in collaboration with Market Access, Legal, Compliance, Regulatory, Medical, Advocacy, Marketing, Commercial Operations, and Sales as necessary to ensure compliance and effectiveness in our programs
  • Own development, updates and approval of standard operating procedures (SOPs) across all Patient Services vendors
  • Manage all communications from Patient Services to our customers, including obtaining Legal and/or PRC approval of all communications to healthcare professionals and patients
  • Travel up to 25% for direct engagement with Patient Services vendors

Education / Experience:
  • Bachelors degree or greater (general business, health sciences, managed healthcare, public policy or related disciplines are preferred)
  • 10+ years related work experience in healthcare/healthcare reimbursement
  • Demonstrated ability to manage multiple projects within specified timelines and quality standards
  • Must demonstrate expertise in call center operations, systems, processes, policies, and other relevant departmental procedures/protocols
  • Exceptional written, verbal, and presentation skills
  • Familiarity of Call Center workforce management and case management tracking systems
  • Experience implementing complex program implementations that require process and software development, data integration and ongoing quality improvement
  • Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals
  • Knowledge of applicable legal and regulatory issues that pertain to patient support programs
  • Ability to work collaboratively in a team structure and responsibly delegate next steps to appropriate team members
  • Successful managerial experience and a proven track record in the management of staff
  • Excellent investigational and analytical skills with a proven ability to communicate effectively in both written and verbal format
  • Demonstrated effective problem solving, excellent customer service, and providing direction in a challenging and fast-paced environment