Director, Patient Services

POSITION SUMMARY:

As Intercept continues to build its position as the leader in rare and serious liver disease, we are seeking a Director, Patient Services. The Director, Patient Services is the 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 Intercept’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.

The Director, Patient Services collaborates cross-functionally with key members of the Market Access, Sales, Marketing, Legal and Commercial Operations teams. The position reports to the Senior Director, US Patient Services and Channel Operations.

JOB RESPONSIBILITIES:

• Manages day-to-day patient services operations to ensure key performance metrics are met, including onsite visits to HUB as needed
• Provides strategic and tactical input for continuous improvement processes and development
• Primary business liaison for other stakeholders providing additional patient support services, such as the commercial financial assistance copay card processor, platform for electronic consent, and patient assistance programs (PAP). 
• Monitors and analyzes data to determine trends and inform strategies to respective internal stakeholders, ensuring the success and availability of the patient services programs
• Primarily responsible for the continuous improvement and performance monitoring of the reimbursement support/patient services HUB, including commercial financial assistance and patient assistance programs (PAP) for qualified, appropriate patients to assist in access and adherence to OCA in PBC
• Collaborates cross-functionally with Regional Business Directors (RBDs), Directors of Strategic Accounts (DSAs), Directors of Channel Accounts (DCAs) and Field Reimbursement Managers (FRMs) in the field to help educate HCPs and provide potential issue resolution
• Collaborates with Marketing to create and implement patient services initiatives, branded education and/or promotional tools.
• Ensures the patient HUB remains compliant with all applicable laws, regulations, and guidance’s with Intercept’s policies and procedures
•  Effectively manages vendor partners, providing them with clear expectations, succinct direction and feedback, creating an environment for great work to thrive
• Works closely with partners to execute targeted solutions which address mutual strategic priorities and brings value to all parties
• 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

QUALIFICATIONS:

• Bachelor’s Degree required; advanced degree preferred
• Minimum 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
• Minimum 2 years Specialty Pharmacy experience
• Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally
• Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy
• Part D and Specialty oral therapy experience
• Commercial experience preferred

REQUIRED KNOWLEDGE AND ABILITIES:

• Exhibits vendor management skills by effectively managing vendor partners
• Excellent organization and 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 skil