Director, Patient Support Services Operations Lead

New Jersey, US   |   full time   |   Job ID: 9412 

Position Summary: 

The purpose of this role is to manage the implementation of Patient Support services both with internal and external teams.  This role would serve as the US region trusted partner for both internal and external stakeholders in the area of customer service and patient support programs such as co-pay, PAP, and adherence programs.

Serve as subject matter expert for an integrated patient services platform, as well as responsible for the business analytics of the operational services and performance of the HUB. This position is accountable for managing the day-to-day operations of the US patient centric reimbursement/care management program (HUB). This individual will advance BioNTech’s capabilities and strategies to ensure a successful patient services outcome, streamlined and transparent coverage all with the goal of ensuring unimpeded and appropriate patient access to therapy.

Responsibilities:

• Develop and implement patient support strategies such as co-pay, patient assistance (PAP) and adherence programs
• Evaluate and select appropriate third party vendor to provide hub services
• Effectively manages vendor partners, providing them with clear expectations, succinct direction and feedback, creating an environment for great work to thrive
• Manage vendor on the delivery of PSS team support, ensuring efficient and compassionate care delivery
• Monitor and improve patient experience metrics and service quality
• Manage budgets, resources, and operational processes for patient services
• Review and approve training and development initiatives for patient support staff in agreement with TPV (including material review process)
• Oversee TPV performance/experience and partner with internal and external stakeholders to implement enhancements as needed.
• Document management of required documents from TPV
• Liaise with IT colleagues in the development of CRM solution to be used by internal/external teams
• Ad-hoc projects including global initiatives
• Collaborate cross-functionally with key members of the Market Access, Sales, Marketing, Legal and Commercial Operations teams to deliver necessary programs
• Provide updates to leadership and raise challenges and offering solutions for next steps
• Collaborates with Marketing to create and implement patient services initiatives, branded education and/or promotional tools.
• Participates in strategic decision making with cross-functional business leads to ensure alignment of priorities
• Ensures impact, quality, and performance of patient support operations
• Performs responsibilities with a commitment to compliance and a high ethical standard

Requirements:

• Bachelor’s Degree required, with a minimum of 8 years’ experience in Pharmaceutical, Biotech or any equivalent industry setting
• A minimum of 5 years of experience in patient services, HUB operations and reimbursement services required
• Minimum 2 years of experience in vendor team oversight and operational performance improvement required
• Exhibits vendor management skills by effectively managing vendor partners
• Excellent organization, project management, multi-tasking and negotiation skills
• Exceptional interpersonal skills and problem-solving capabilities
• Appropriate judgement, consistency in decision making
• Analytical insights to drive corporate strategy
• Ability to work effectively across a matrix organization
• Ability to work independently and prioritize with minimal daily instruction
• Ability to think strategically to improve current processes
• Travel:  Ability to travel up to 30%, which may include overnight and/or weekend travel
• Strong verbal and written communications skills
• Learning agility and ‘scalability’ to take on increasing responsibility as Intercept grows
• Consistent demonstration and embodiment of our Corporate Beliefs: Passion for Innovation; Think Big, Act Small; Learn to Dare; and Teams Build the Future
• Ability to have fun and thrive in a growing, diverse, and inclusive work environme