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Patient Services Operations Lead

Expired Job

Spark Therapeutics Philadelphia , PA 19107

Posted 2 months ago

Join the Spark Team

We were born of innovation, springing from the curiosity, imagination and dedication of remarkable scientists and healthcare visionaries. Our shared mission is to challenge the inevitability of genetic disease by discovering, developing, and delivering treatments in ways unimaginable until now.

We don't follow footsteps. We create the path.


The primary responsibility of the Patient Services Lead is to serve as the manager for internal patient services specialists for rare/orphan/RPE65. The incumbent will be the lead responsible for developing PSS's and building the appropriate systems to support patient services and genetic testing. They will monitor the patient journey and provide feedback to internal Spark team members involved in the process.

  • Case Management Supervision:

  • Operational lead for internal case management system

  • Assists specialists in solving challenging patient issues

  • Provides Billing and Reimbursement expertise and leadership

  • Leads the PAS team in challenge resolution for blocked patients

  • Strong understanding of internal patient process flow and challenging insurance issues

  • Team Leadership, Internal and External Stakeholder Management:

  • Conducts performance reviews and rewards positive behavior

  • Coaches, counsels and sets goals for specialists to help develop them for career progression

  • Provides day-to-day instructions to team members on job responsibilities

  • Participates in the developing internal org structure and hiring process.

  • Translates and oversees organizational strategies for assigned goals.

  • Meets with Payer team and Spark management to clear up patient related insurance detail and obstacles to ensure patient treatment

  • Participates in calls with a Payer and the Payer lead to represent Spark PS

  • Participates in meetings with Spark leadership to provide Patient related data and clarity

  • Operations Lead for Internal HUB:

  • Proactively identifies program issues and proposes ways in which to address their concerns

  • Internal sales force expert working with Operations to help create reports

  • Accountable for program quality and compliance with standard operating procedures

  • Designs project task plan and standard operating procedures

  • Leads the process to create Business Rules that will provide guidance to the Patient Services team


  • Create a state of the art case management system to support genetic testing and future potential reimbursement and logistical processes

  • Hire and train Patient Access Specialists to support internal process

  • Create SOP's for Patient Access Team

  • Monitor internal processes from a compliance perspective

  • Communicate trends and needs to internal stakeholders

  • Assist in creating Spark Patient Services branding

  • Ensure all operational requirements are met

  • Educates patients, families, and caregivers on product and all Spark services

  • Develops activities with the goal of achieving greater openness and understanding of Spark therapies and processes

  • Educate families on all Spark patient services programs and resources available.


  • The complexities of gene therapy, an ultra rare disease state, and the cost of drug, drive the need for higher level thinking and execution compared to industry standard Supervisor roles

  • Seasoned, mature pharmaceutical professional with a comprehensive understanding of intricacies of building case management systems in rare disease.

  • Must be familiar with relevant legal and regulatory environment in biotech industry

  • Strong communication and listening skills

  • Effective at managing team members responsible for complex individualized cases

  • Strong EQ skills


  • Minimum of 4 year's total business experience in the healthcare or biotech industry, with at least 3 year's experience in case management in rare disease including experience building rare disease case management system.

  • Bachelor's degree required, MBA preferred

  • A successful track record in building case management processes and patient care required

  • Experience in supporting rare biologic therapy administered by a designated health care provider in a designated institution

  • Experience leading cross functionally and influencing without authority

  • Strong communication skills

Nearest Major Market: Philadelphia

Apply now "

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Patient Services Operations Lead

Expired Job

Spark Therapeutics