Director, Patient Services Operations, Rare Hematology and Nephrology

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

This is what you will do:

The Director, Patient Services Operations, Rare Hematology/Nephrology plans, directs, supervises, and evaluates all aspects of the Rare Hematology/Nephrology case management team, who are called OneSource Support Specialists. This individual is a second-line people leader who ensures that the day-to-day operations are completed efficiently and in accordance with Alexion policies, SOPs, work instructions, and values. The OneSource Support Specialists are the frontline roles who provide support for rare disease patients throughout the patient journey and the Director ensures that patients receive an excellent experience.  This individual supports patients, demonstrates problem-solving and critical thinking, resolves issues promptly, and executes short- and long-term goals aligned with established business objectives.

You will be responsible for:

• Leads the Rare Hematology/Nephrology patient-facing case management team, sets direction and performance standards, inspires through change and new launches, and acts as the point of contact for business partners on operational issues

• Key member of the Rare Hematology/Nephrology Patient Services Leadership Team and represents Patient Services Operations in leadership forums and portfolio cross-functional meetings, ensuring operational perspectives are embedded in strategy and execution.

• Directs case management activities and works cross-functionally to define and prioritize workflows for additional indications, increased patient volume, and evolving market dynamics (e.g., payer policy changes)

• Drives efficiency and improves case-management performance to optimize a positive patient experience, mapping operational plans into clear roles, timelines, and readiness milestones for new indications/products and emerging requests

• Ensures all activities are compliant with internal policies and processes

• Directs the education and training of all case management staff

• Leads or designates a representative to all cross-functional Rare Hematology /Nephrology activities as applicable

• Assures adherence to company policies, including but not limited to compliance and pharmacovigilance.

• Uses data to drive efficiency and measure case management performance in delivering services to patients

• Fosters partnerships with field leadership and other cross-functional partners to ensure effective collaboration

• Supports the creation and implementation of new patient-centric strategies and tactics

• Ensures quality management of the team to deliver the highest level of support to all stakeholders

• Supports the creation and implementation of Patient Services internal controls and processes

• Cultivates an inclusive, high‑performance culture that recognizes excellence, develops leaders, and strengthens engagement and retention

• The duties of this role are generally conducted in an office environment.  As is typical of an office-based role, employees must be able, with or without an accommodation to: use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours.

• Role may require up to 20% domestic travel.

You will need to have:

• B.S. / B. A. Degree required

• 5–7 years of recent case management operations experience in pharma

• 2-5 years first-line or second-line people management experience

• Strong business acumen with an understanding of the case management model

• Proven project and change management skills

• Organizational agility to partner with peers and leaders across all parts of the organization

• Proficiency in health insurance benefits, billing, coding, and relevant state and federal laws and insurance regulations

• Strong communication, problem-solving, negotiation, and presentation skills

• Ability to handle sensitive issues with opposing opinions, work in cross-functional environment and handle projects and multiple tasks

• Excell