Director, Patient Services

Kyowa Kirin Bedminster , NJ 07921

Posted 2 months ago

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.

Key Responsibilities:

  • 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

Position Requirements

  • 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

Physical Requirements:

  • Position requires 10-20% travel to vendor locations, conferences, market research, field rides, etc.

If applicable to the role, outline the power granted or delegated to the role. For example power to release/recall products.


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Director, Patient Services

Kyowa Kirin