Director, Program Management – Patient Services

Kyowa Kirin is a fast growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four areas of unmet need: oncology, nephrology, immunology and CNS/movement disorders. The North America organization includes two offices (in New Jersey and California) that focus on drug discovery, product development, and commercialization. Together, we work as a close-knit team to understand clinical needs and advance innovations that can have a profound impact on patient lives.

Summary of Job

The Director, Program Management – Patient Services is the head of the Program Management team within the North American Patient Services organization and is responsible for the strategic direction and oversight of Kyowa Kirin North America’s Patient Services model. In this pivotal role, this individual will be responsible for strategic insights delivery and exceptional vendor/ internal operational leadership. 

This role will lead the operations teams and contracted external partners to provide helpful resources and information to patients and caregivers. 

The Director, Program Management – Patient Services is expected to deliver Patient Support Programs across multiple business units, disease states, and patient populations aimed to support patient access and successful initiation and provide relevant and timely information to empower patients with the resources they need to make informed decisions about their treatment decisions.

This individual will lead a dedicated team of Operational Excellence, Patient Services Quality, Insights & Analytics, and Specialty Pharmacy experts who are responsible for driving the overarching strategy, development, and tactical execution for these areas.

The Director, Program Management – Patient Services will partner with internal and external patient support teams, partners, and vendors, including Case Management, Patient Access Liaisons, and cross-functional partners in Market Access, Channel Management, Marketing, Sales, Legal, Compliance, Finance and IT. The successful candidate will be responsible for patient data management, systems, and patient services technology platforms and will work cross-functionally with the broader Kyowa Kirin team to develop, implement, and maintain patient service offerings and programs that empower patients and customers to manage their treatment experience. The ideal candidate will possess strong leadership skills, deep knowledge of patient support programs, and a passion for improving patients' lives.

Essential Functions

• Develop and implement strategic initiatives to enhance patient services, aligning with the Company’s mission and values.
• Responsible for the overall strategy, development, and maintenance of the Patient Services model and operation across all business units, particularly in the areas of Operational Excellence, Patient Services Quality, Insights & Analytics, Specialty Pharmacy and Marketing.
• Lead, mentor, and provide guidance to a diverse team of patient service professionals, fostering a collaborative and supportive work environment.
• Oversee all Patient Services vendors, including HUB services, copay programs, financial assistance programs, outsourced field services, etc.
• Responsible for strong factual communication across stakeholders.
• Ensure patient data is ingested, maintained, managed, and used in an ethical and compliant way in collaboration with Commercial Operations, Legal, and Compliance.
• Create, develop, and implement all service offerings and tactics related to Patient Services, Reimbursement, and Access to support unique product and patient needs.
• Responsible for the creation and maintenance of business rules and related program documentation (i.e., SOPs, policies) to ensure program compliance with industry standards.
• Establish program Key Performance Indicators (KPIs) and measure performance against them.
• Work closely with business unit counterparts to ensure alignment with overall business strategy.
• Drive cross-functional alignment with all business partners including external partnerships.
• Utilize data, insights, and feedback from patients, customers, and the KK team to continually evaluate support services and offerings.
• In collaboration with Legal and Compliance teams, ensure model and program compliance with industry legal and regulatory guidelines while maintaining patient confidentiality.
• Develop and manage patient services budget, allocating resources effectively to meet program goals.

Job Requirements

Education

• Bachelor’s required; degree in healthcare, life sciences, or related field; advanced degree preferred.

Experience