Associate Director, Patient Services Quality

Kiniksa Pharmaceuticals • Lexington, MA

2d • $160,000 - $174,000 • Hybrid

About The Position

Reporting to the Vice President of Patient Services the Associate Director, Patient Services Quality is responsible for overseeing quality, compliance, and continuous improvement activities across Kiniksa’s Patient Services program, including reimbursement support, copay/financial assistance, adherence programs, and specialty pharmacy coordination, with a focus on adherence to program SOPs and Work Instructions. This role ensures patient services operations comply with process requirements, company policies, and contractual obligations while maintaining a high-quality patient and provider experience. Our office-based employees work on an onsite schedule of four days onsite (Monday - Thursday) and one day remote in Lexington, MA. While we prioritize in-person teamwork, remote options will be considered for highly qualified individuals who can maintain strong engagement and collaboration in a virtual environment.

Requirements

• 5-8 years of experience in the pharmaceutical or related industry with at least 5 years of direct experience supporting a comprehensive patient services program in the pharmaceutical industry
• Demonstrated strong written and verbal communication skills, and strong collaboration skills
• Proven mindset of proactive continuous improvement
• Efficient independent worker with ability to focus and drive for results
• Strong attention to detail
• In depth understanding of all relevant US legal, compliance, and regulatory requirements required with a strong commitment to compliance and ethical standards
• Ability to work independently in a dynamic, fast-paced environment
• Ability to travel as needed.

Nice To Haves

• Familiarity with the Kiniksa Patient Services program is preferred.
• Experience in rare diseases / specialty medicines is highly desirable

Responsibilities

• Develops internal audit management and leads oversight of quality reviews for Patient Services processes, including calls and cases management recordings, AE reporting, product replacements, etc.
• Analyze trends and identify root causes of quality issues
• Lead continuous improvement initiatives to enhance patient experience and operational performance.
• Track, investigate, and remediate quality events, deviations, and corrective and preventive actions (CAPAs)
• Partner with the Compliance & Ethics team to support monitoring activities, manage related logistics, and escalate potential compliance issues identified through quality monitoring activities.
• Develop rubrics and review cadence for adequate reviews.
• Define and monitor quality KPIs (e.g., call quality, case accuracy, turnaround times, patient complaints)
• Partner with the Patient Services Director of Operations to manage, develop and update SOP, Work Instructions and Talking Points for edits and clarity that support quality
• Provide the Directors of Patient Services with feedback, updates and coaching opportunities for the Patient Access Liaisons based on individual quality assessments.
• Monitors compliance concerns reported by Patient Services Access Leads
• Develop training programs and deliver for internal teams and vendors to ensure adherence to quality
• May shadow members of the team to more deeply understand process change implications and roadblocks and provide support as needed

Benefits

• Kiniksa Benefits Summary - USA
• The pay range for this position is $160,000-$174,000.
• Compensation is subject to change commensurate with industry standards and the candidate’s relevant experience and qualifications.
• Kiniksa is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, transgender status, age, genetics, national origin, protected veteran status, or disability status, or any other legally protected category.
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
• Please contact us to request accommodation.
• It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 251-500 employees