The Director of Patient Services will manage the day-to-day services necessary for patients to obtain access to our products and stay on therapy. They will lead Patient Services hub strategy and operationalization to improve the patient experience, access and affordability while exceeding patient and business needs. This role will be hands-on managing the vendor(s) who administer the HUB program and will also be charged with the management of Patient Services marketing, operations and technical projects. Responsibilities will extend to implementation and alignment between HUB and each Specialty Pharmacy that is contracted with Kyowa Kirin. This position will also have responsibility for the development of both free goods and copay programs.
A mix of experience with building/managing teams, development of hub program operations, demonstrated success in collaborating with cross functional teams and ability to create Patient Services marketing collateral will be critical for success in this role. An inherent commitment to genuine patient centricity applied across different functions and in all interactions is necessary, with the energy and creativity to support existing initiatives, represent Kyowa Kirin within the oncology/rare disease patient communities and help develop and expand patient-related programs and services.
Develop and manage the organizations overall patient support for Oncology, CNS and Rare Disease
Implement all tactics related to bringing new HUB program on-line
Development of business rules
Work instructions / SOP's
Call script creation and approval
Utilize data, insight, and feedback to continuously optimize support services and offerings
Manage current HUB programs and develop HUB program for any new product launch
Work closely with business unit counterparts to ensure alignment with overall brand strategy
Develop infrastructure and capabilities for bringing HUB program in-house
Manage current day-to-day patient access services including Hub services
Regular site visits to Hub vendor(s)
Weekly status calls and follow ups with brand teams and Hub vendor(s)
Participation LMR (Legal/Medical/Regulatory) meetings as a patient access expert
Develop and manage copay program and ensure alignment to brand strategies
Work closely with analytics team to establish and update performance dashboards, interpret data and tract to defined KPIs
Develop appropriate metrics and processes for monitoring and analyzing data from the copay and hub vendors
Provide data updates and analysis of copay and hub programs to stakeholders
Provide monthly data updates and analysis for HUB dashboards to stakeholders
Develop data integration process for the HUB vendor(s) with Sales Op's Dep. and their data aggregator as well as the agencies' CRM systems to provide overall organizational alignment and connection to enrolled patients
Drive cross functional alignment with Market Access, Marketing, Sales and Finance on standardized data requests and outputs
Key liaison to Training department to support training of field-based staff as well as development and coordination of launch training as it relates to patient access services
Develop formal interactions with Brand Marketing to facilitate seamless communication of patient access messaging to the field force and key pharmacies, as needed
Continuously evaluate platforms, implement improvements as needed
Develop appropriate programs, tools, and communication materials to effectively address patient needs
Complies with all laws, regulations and policies that govern the conduct of patient support programs or activities
BS degree required
Advanced degree preferred (i.e. MBA, PharmD)
5+ years of relevant experience in patient access services in the biotech/pharmaceutical industry or professional experience in healthcare or associated life sciences industry with a focus on patient hub services in a pharmaceutical manufacturer or a patient service hub vendor (e.g., Lash Group).
Experience should include Rare Disease and Oncology.
Excellent strategic and tactical execution skills along with the ability to multi-task and be flexible
Ability to understand and effectively communicate (written and oral) scientific information for a lay audience, including presentations and contributing to educational materials and online content
Possess a strong understanding of biologic/specialty pharma market and patient access challenges
Previous experience managing patient and provider support hubs and services to appropriately drive product access for patients
Strong organizational skills
Demonstrated experience or capability with promotional messaging development for a diversity of stakeholders in patient access arena
Demonstrated ability to execute on a launch/program plan
Proven teamwork and collaboration skills with a demonstrated track record working with cross-functional work teams
Able to effectively manage competing priorities with strong sense of urgency
If applicable to the role, outline the power granted or delegated to the role. For example power to release/recall products.