Supervisor, Patient Services Operations

Kyowa Kirin is a fast growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four areas of unmet need: oncology, nephrology, immunology and CNS/movement disorders. The North America organization includes three offices (in New Jersey and California) that focus on drug discovery, product development, and commercialization. Together, we work as a close-knit team to understand clinical needs and advance innovations that can have a profound impact on patient lives.

As a patient centric organization that strives to deliver innovative medicines to meet unmet needs, we feel that it is critical to follow the safety guidelines defined by CDC and OSHA. We believe the COVID-19 vaccine is the best way to manage COVID risk to you, your colleagues, your family and our society. With that in mind, we are taking the essential step to ensure the safety of our employees during this health crisis by requiring all US employees, temporary workers, agency employees and independent contractors to be fully vaccinated against COVID-19, where allowed by state or local law and where vaccine supply is readily available. In accordance with applicable law, individuals may seek an accommodation for medical or disability-related conditions or sincerely held religious beliefs.

Summary of Job:

As a key member of the Patient Services team, the Supervisor, of Patient Services Operations is responsible for managing the day-to-day operations of Patient Services’ internal team members to ensure an efficient, timely, and compliant patient and customer experience with Kyowa Kirin’s products. This individual will be an expert in Kyowa Kirin’s Patient Support processes and ensure that patients and customers receive the highest level of service. They will ensure the internal teams can appropriately handle patient cases in a timely and efficient manner by being readily available to answer questions, troubleshoot obstacles, and manage communication channels.

She/he is required to exemplify leadership skills and demonstrate strong initiative and persistence to provide adequate support to members of the Patient Services team. They are responsible for enabling a seamless daily operation, patient and customer experience. They will support the day-to-day oversight of key operational enablers, including systems and resource allocation.

The Supervisor, Patient Services Operations will be responsible for ensuring that cases are properly managed by providing operational and systems support to the team and enabling collaboration with internal and external partners. In addition, the Supervisor, Patient Services has the opportunity to provide input on program strategy, policy development, marketing, and technology enhancements acting as a subject matter expert in Patient Services processes and procedures. Working knowledge of industry trends and requirements is necessary.

This individual will be responsible for ensuring that all program operations are in line with relevant laws, regulations, and company policies including HIPAA and Patient Privacy guidelines.

Essential Functions:

The Supervisor, Patient Services Operations will be responsible for the daily operation of Kyowa Kirin’s Patient Support Programs for multiple brands.

• Manage day-to-day operations of patient services team; Case Manager(s), Reimbursement Specialists, Support Specialists
• First line of support for program questions, systems inquiries, and trouble-shooting, escalated cases
• Responsible for ensuring adequate program workload management, including caseload assignment, phone coverage, team scheduling, etc.
• Monitors and manages questions to enable knowledge share across team members (i.e., question repository, resource management, etc.)
• Suggests system and process enhancement driven by team feedback, challenges, and insight
• Responsible for execution of Patient Services initiatives driven by organizational goals and objectives
• Enhance the patient and customer experience via feedback, business insights, benchmarking, auditing, and active team monitoring
• Demonstrates expertise in processes, systems, and data flow across Patient Services and Distribution partners; subject matter expert on all Kyowa Kirin patient support programs
• Monitor and analyze data collection from team members; provide data updates and appropriate information to internal and external stakeholders
• Support maintenance of all Patient Services Program SOPs, Business Rules, Work Flows, Communication Guides/Templates, Training, and Reports
• Monitor team performance against Business Rules, SOPs, and KPIs
• Supports the performance, development, and satisfaction of Patient Services team members; holds regularly scheduled develo