Associate Director, Patient Support Services

Overview

The Associate Director, Patient Support Services will be required to work closely with other members of the Patient Access team and with the Sales teams. This person will be responsible for implementing and managing the day-to-day operations of the patient access and support programs for commercially available products. Additionally, this person will be responsible for driving new initiatives to ensure these programs continue to provide best-in-class support and minimize reimbursement as a barrier to enhance overall patient access to therapy and support adherence to therapy. The position will also work closely with members of the broader Commercial organization including, Marketing, Sales, and Business Analytics, as well as other cross-functional partners as appropriate.

Responsibilities

• Day to day operational management of patient support services with the focus of therapy initiation and therapy adherence for KEVEYIS and RECORLEV.
• Directly ownership of all functions of the patient services program includes administering reimbursement support services (eg, benefit investigations, prior authorization assistance, etc.), commercial co-pay assistance program, bridge program, patient assistance program (PAP), enhanced clinical services and specialty pharmacy network coordination.
• Implement KPIs that will deliver and improve business objectives; Day to day monitoring of KPI leading drivers to provide operational direction to internal and external stakeholders that assures KPIs are met or exceeded on weekly, monthly, and quarterly basis.
• Hands-on management of multiple program projects with specialty pharmacy partner including data feed enhancements and maintenance, database enhancements, clinical program updates, and other potential patient initiatives.
• Drive initiatives aligned to brand strategic brand objectives to ensure programs provide best in class support to, minimize reimbursement as a barrier in the physician office setting and enhance overall patient access and adherence to therapy.
• Ownership of system documentation and policy/procedure documentation
• Review and update program policy, business rules, standard operating procedures (SOPs) and work with legal and compliance team for approvals as appropriate
• Oversee program quality to ensure team is appropriately trained, managed and inspired to deliver high quality compliant services
• Responsible for the management of external partner(s) performance and dedicated employees against contractual agreements and KPIs.
• Work and align with cross functional teams (eg, Marketing, Market Access, Data & Analytics, Field Teams, Medical, etc.) to deliver on full program capabilities
• Identify areas of program improvements and gains in effectiveness and efficiencies, prioritize and pull-through necessary actions.
• Provide ongoing information to the organization on overall performance and achievement to objectives of the patient service offerings;
• Set-up a feedback loop with stakeholders and customers to adopt a continuous improvement mentality
• Partner with Field Team on program enhancements and manage communication of program updates with the Field Team.

Qualifications

• Bachelor's or MS degree required, or comparable experience.
• 10 to 15 years’ experience working within and managing specialty pharmacy programs, patient access hubs and other aspects of patient support/access services
• A strong understanding of the US payer/reimbursement landscape, understanding how patient support programs operate in this environment
• Ability to work onsite at specialty pharmacy location as required.
• Successful track record of managing projects, working directly with data personnel and navigating project workflows and timelines
• Experience with pharmaceutical manufacturer compliance requirements, HIPAA regulations, and audits
• Competencies: Teamwork & Collaboration, Attention to Detail, Self-Starter, Problem Solving, Organizational skills, Adaptability, Professionalism, Written and Verbal Communications, Analytical thinking, Project Management
• Working Conditions: Position may require periodic evening and weekend work, as necessary to fulfill obligations. Periodic overnight travel.Travel up to 25%.

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As an equal employment opportunity and affirmative action employer, Xeris Pharmaceuticals, Inc. does not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics or any other characteristic protected by law.  It is our intention that all qualified applications are given equal opportunity and that selection decisions be based on job-related factors.

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