Director, Patient Services

CSL Behring
King of Prussia, Pennsylvania
Nov 25, 2021
Pharm Country
Required Education
Bachelors Degree
Position Type
Full time
Job Description

For our Functional Business Commerical Operations North America we are looking for a

Director, Patient Service (f/m/d)


(fulltime/ permanent)

Position Purpose

The Director, Patient Services leads the Patient Services Team and is responsible for operational development, maintenance and execution of CSL Behring patient services programs across our US product portfolio.  This includes overall management of all 3rd Party Patient Services vendors.  The individual will drive alignment across all brand patient services programs to ensure compliance with all applicable privacy standards and driving cost and operational efficiencies across all Programs.  This position will interface with a multidisciplinary team with members from Marketing, Sales, Medical Affairs, Compliance, Reimbursement, Healthcare Systems and Operations.  Total 4 Direct Reports. Some domestic travel required.

Main Responsibilities and Accountabilities:

  • Develop, communicate and implement over-arching Patient Services strategy and annual operational plan to support all Brand Programs across the US Commercial Operations product portfolio including Immunology, Bleeding Disorders, and Specialty Product lines of business.  Maintains standards and integration of service components to optimally support commercial objectives while ensuring compliance with all government regulations, legal standards and requirements. 
  • Responsible for leading implementation and oversight of CSL patient service vendors across the US portfolio, ensuring excellence in execution and impactful program delivery.
  • Responsible for and monitoring trends in policies and procedures pertaining to patient programs and services in areas of commercial interest.  Collaborates with Reimbursement and Public Policy to stay abreast of recent and anticipated changes to governmental regulations tied to patient services and identifies where changes are needed.  Ensures best practices resulting from analysis and research are incorporated into applicable programs. 
  • Develops implements and maintains Standard Operating Procedures to align programs with state and federal regulations to service the patients based on changes related to the industry, system and the processing of the order in addition to the needs of the business. Communicate all SOP requirements and updates to all internal and external stakeholders, ensuring 3rd Party compliance with all applicable SOPs.  Additionally, ensure that all 3rd Party personnel complete all training required by SOPs including appropriate documentation to enable continued compliance.
  • Responsible for the management of the Patient Services budget to support operational efficiencies at the HUB.  In collaboration with Cross-Functional team, responsible for 1 year operational plan and budget for all Brand Programs to include identifying adequate resourcing to support strategic and tactical requirements.
  • Responsible for the effective management of the Patient Services team. Accountable for coaching team members to increase productivity and effectiveness as well as overall performance.  Responsible for development of the team to provide continued growth opportunities. 
  • Member of the US Operations leadership team.

Position Qualifications and Experience Requirements

  • Bachelor’s degree required (business /management, healthcare discipline or life sciences preferred). MBA an asset.
  • Professional with 10+ years’ experience required including commercial roles within the pharmaceutical industry. Minimum 5 years’ experience with patient service programs required. Previous experience with managing people strongly preferred.
  • Experience in diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to effectively resolve problems.
  • Proven history of managing multidisciplinary teams, with demonstrated ability to influence and drive change with peers and Executive Management.
  • Ability to lead through ambiguity and be a change agent where multiple stakeholders have conflicting views.
  • Can perform job duties with minimal guidance from supervisor.

About Us

Our Benefits

We encourage you to make your well-being a priority. It’s important and so are you. Learn more about how we care at CSL.

About CSL Behring

CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. Learn more about CSL Behring.

We want CSL to reflect the world around us

As a global organisation with employees in 35+ countries, CSL embraces diversity, equity and inclusion. Learn more about Diversity, Equity & Inclusion at CSL.

Do work that matters at CSL Behring!