Associate Director, Patient Services Case Management

Kyowa Kirin North America•Princeton, NJ

14h•Hybrid

About The Position

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.

Requirements

Bachelor’s degree or equivalent experience required.
A minimum of 7 years of experience in Patient Services in the biotech/pharmaceutical industry required.
Experience working with Specialty Pharmacies required.
Experience in Rare diseases required.
Expert knowledge of Case Management, reimbursement landscape, patient support program strategy, operational processes, technology, and data.
Sufficiently experienced in team leadership; can persuade and influence others; manage conflicts appropriately.
Detailed understanding of Patient Services regulatory and compliance landscape and requirements; experience in audit circumstances and knowledge of investigative processes
Detailed understanding of the payer landscape, all product types
Demonstrated ability to effectively recruit, develop, and retain top talent.
Excellent tactical and operational execution skills
Proven ability to identify, develop, implement, and execute operational efficiencies in processes and procedures.
In-depth knowledge and understanding of specialty channel patient-level data.
Experience with data analysis and evaluation required.
Proven ability to drive operational growth and meet key standard performance objectives.
Strong business acumen. A fluent understanding of reimbursement process terminology is required
Proficient in MS Office Suite.
Demonstrated ability to organize, prioritize, meet deadlines, make decisions, and change course of action quickly. Strong interpersonal and communication skills. Strong work ethic is required. Detail oriented and excellent follow through. Has the ability to flex and deal with ambiguity in a dynamic, fast-paced, high growth environment. Has a passion for personal learning and development to be able to grow with the company. Cultural sensitivity and ability to develop consensus within a multinational organization
Requires up to 25% domestic and international travel

Nice To Haves

Product launch experience preferred.

Responsibilities

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

Benefits

Medical, Dental & Vision Insurance
Basic and Voluntary Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts, and Health Savings Account
Business Travel Insurance
Employee Assistance Programs
Pet Insurance
Retirement Savings 401k with company match
Well-Being and Work-Life Programs Including Gympass, Nutrition Counseling, , Volunteer Time Off, Flexible Work Arrangements, Parental Leave, Adoption Assistance, and TouchCare Insurance & Billing Support
Generous Paid Time Off, Sick Time, & Paid Holidays
Perks and Discounts with Tickets at Work and LifeMart
Reward & Recognition Programs
Career Development and Training