Associate Director, Patient Access Operations

ABOUT MADRIGAL:  Madrigal is a biopharmaceutical company pursuing novel therapeutics for non-alcoholic steatohepatitis (NASH), also known as metabolic dysfunction associated steatohepatitis (MASH). Our first therapy, Rezdiffra (resmetirom), was granted accelerated approval by the U.S. Food and Drug Administration (FDA) for the treatment of adults with NASH with moderate to advanced liver fibrosis (consistent with stages F2 to F3 fibrosis) and is being studied in a Phase 3 trial for the treatment of NASH with compensated cirrhosis.

Role Overview
The Associate Director, Patient Access Operations plays a critical role in translating strategic direction into effective execution across case management services. This role supports oversight of key operational functions and ensures alignment between day-to-day workflows and broader program objectives.

Working in close partnership with the Director of Case Management Operations, the Associate Director acts as a connector between leadership vision and frontline execution. This role identifies opportunities for improvement, manages cross-functional collaboration, and makes independent, data-informed decisions that drive efficiency, compliance, and patient-centric support.

The ideal candidate brings experience across the full lifecycle of patient access programs and vendor partnerships, with the ability to lead operational initiatives and influence execution at scale.

Position Responsibilities
Operational Oversight & Performance Management

• Leads the execution of performance metrics and SLAs by monitoring trends and driving targeted improvements.

• Drives performance outcomes by directly engaging with day-to-day vendor leadership to address performance gaps, implement scalable solutions, and enhance frontline management capability.

• Uses data insights to inform decisions, flag risks, and ensure consistent alignment with KPIs.

Escalation Resolution & Field Partnership

• Owns the resolution process for field team escalations, working with vendor partners to ensure timely, systematic responses.

• Identifies and analyzes escalation trends to inform workflow improvements and training needs.

• Strengthens communication pathways between field teams and case management to increase visibility into access barriers and improve response coordination.

Implementation of Strategic Initiatives

• Drives the execution of strategic initiatives in alignment with leadership priorities, ensuring consistency across teams.

• Supports cross-functional coordination for the rollout of new workflows, training, and change management.

• Ensures operational initiatives are executed effectively and adjusted as needed to support ongoing program evolution.

Vendor Oversight & Compliance Support

• Monitors adherence to processes, training standards, and performance expectations.

• Partners with AssistRx supervisors to address quality gaps and drive consistency across case management teams.

• Identifies territory-level challenges and ensures appropriate corrective actions are taken.

• Ensures compliance with program policies, regulatory guidelines, and patient access best practices.

Experience and Qualifications

• Bachelor’s degree required; advanced degree preferred.

• 7+ years of experience in patient access, case management, HUB operations, or reimbursement services within the pharmaceutical or biotech industry.

• Proven experience in vendor or internal team oversight, SLA tracking, and operational performance improvement.

• Strong understanding of specialty pharmacy distribution, health insurance processes, and access pathways.

• Demonstrated ability to lead initiatives independently, use data to drive decisions, and manage execution across teams.

• Excellent interpersonal, communication, and project management skills.

• Travel to vendor and home office locations as needed.

• Role is based in Waltham, MA.

Compensation: Base salary is determined by several factors that include, but are not limited to, a successful candidate's qualifications, skills, education, experience, business needs, and market demands. The role may also be eligible for bonus, equity, and comprehensive benefits, which include flexible paid time off (PTO), medical, dental, vision, and life and disability insurance.

Madrigal is an Equal Opportunity Employer. All employment is decided on the basis of qualifications, merit, and business need. Applicants will receive consideration for employment without regard to race, ethn