Associate Director, Patient Services Case Management

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:

As a key member of the Patient Services team, Associate Director (AD), Patient Services Case Management is responsible for ensuring consistent, efficient, and quality Patient Services operations in collaboration with the broader Patient Services leadership team. Overseeing the internal Patient Services team inclusive of Case Managers and Reimbursement Specialists, this key contributor will ensure a compliant patient and customer experience with Kyowa Kirin’s products. This individual will be an expert in Kyowa Kirin’s Patient Support processes and ensure that patients and customers receive the highest level of service. They will ensure the internal teams are appropriately helping patients start and stay on prescribed medicines.

The AD is required to exemplify strong leadership skills and support strong collaboration across the Patient Services leadership team. In addition, the AD will drive team business objectives and plans, team excellence, and cross-collaborative relationships. They will be expected to support program strategy, policy development, marketing, and technology enhancements acting as a subject matter expert in Patient Services processes and procedures. Strong working knowledge of industry trends and requirements is necessary. This role will work closely with the broader commercial teams to understand patient and customer needs and implement appropriate strategies across partners.

This individual will be responsible for ensuring that all program operations are in line with relevant laws, regulations, and Company Policies including HIPAA and Patient Privacy guidelines.

Essential Functions:

The Associate Director, Patient Services will be responsible for the daily operation of Kyowa Kirin’s Patient Support Programs.

• Manage day-to-day patient access and support services focused on internal team member(s) and case management.
• Accountable for internal team performance to key metrics and quality standards
• Holds team members accountable to following Business Rules, SOPs, and Rules of Engagement
• Supports integration of Patient Support Programs into greater business units, processes, and objectives
• Collaborates closely with Operational Excellence and Quality leads to ensure the team delivers a consistent experience for patients and customers.
• Regularly coaches and provides feedback to team based on regular case reviews and quality monitoring.
• Contributes to materials development, including communication templates and relevant marketing materials.
• Demonstrates expertise in processes, systems, and data flow across Patient Services and Distribution partners, subject matter expert on all Kyowa Kirin patient support programs.
• Executes business objectives related to Patient Services with operational excellence.
• Responsible for performance, development, and satisfaction of internal Patient Services team members
• Works closely with broader home office and field teams to facilitate seamless communication of Patient Services information and updates.
• Partners with Training team to develop necessary Patient Services training for internal and external teams.
• Continuously evaluate platforms, processes, and data and implement improvements as needed.
• Work with internal and external Patient Services partners (Hub, PAP, co-pay, SPs, etc.) to ensure seamless patient experience in escalated cases.
• Supports continual evaluation of existing Patient Support models across all brands.
• Provides innovative, industry-leading strategy recommendations based on experience and benchmarking capabilities across the product and disease states.
• Hold regularly scheduled status calls and necessary follow-ups to appropriately manage teams and partners.
• Run daily reports to support operational efficiencies.
• Ensures individual and program compliance with all laws, regulations, and policies that govern the conduct of patient support programs or activities and patient privacy

Subordinates: Case Managers & Reimbursement Specialists

Job Requirements:

Education

• Bachelor’s degree or equivalent experience required.

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