Associate Director, Patient Services

Axsome Therapeutics•New York, NY

2d•Onsite

About The Position

Axsome Therapeutics is seeking an Associate Director, Patient Services to lead the establishment and growth of a new Patient Services Hub. This role will work closely with the Director, Patient Services for developing, implementing, and overseeing all aspects of the Hub's operations, ensuring efficient and seamless patient access to therapies and support services. This role requires a strong leader to build and manage the hub team, foster collaborative relationships, and drive continuous improvement within a fast-paced environment. This role will have close collaboration among, and provide ad hoc support to, Field Access and Patient Service functions within the Market Access team, as related to the HUB. This role reports directly to the Director, Patient Services. This role is based at Axsome’s HQ in New York City with an on-site requirement of at least three days per week. We are unable to consider candidates who are looking for fully remote roles.

Requirements

Bachelor’s Degree and 7+ years of experience in Patient Service HUB management within the biotech industry.
Relevant experience in leading patient support (HUB) programs and leading complex product launches within the patient support space
Experience in managing complex and dynamic projects, programs, and teams across a fast paced
Ability to work on site Monday, Tuesday & Thursday. We are unable to consider candidates who are looking for fully remote roles
Analytical mindset and experience directing and managing activities that are critical to both the home office and field sales.
Strong understanding of industry trends in the pharmaceutical patient services landscape.
A problem-solving mindset with demonstrated “lean-forward” approach and ability to think critically.
Previous product launch experience, preferably in the CNS space.
Ability to influence decision makers and educate variety of internal audiences on complex concepts

Responsibilities

Support in the design, development, and implementation of the Patient Services Hub, including workflow creation, process optimization, and technology integration.
Develop and implement strategies to continually enhance the patient & provider experience and address patient needs effectively through regular intervals of bench marking and ATU research.
Ensure compliance with all applicable regulatory requirements and patient information privacy policies, including HIPAA regulations.
Act as the primary point of contact for the HUB administrator and operations for Patient Services, ensuring high standards of service delivery, and maintaining optimal service levels.
Develop and monitor key performance metrics to assess program effectiveness and identify areas for improvement.
Analyze program processes and provide recommendations for improving efficiency and reducing costs without compromising quality of care.
Plan and execute training programs for Hub staff and internal teams on new procedures, systems, and patient support strategies.
Develop and implement metrics and KPIs to measure Hub performance, patient satisfaction, and program effectiveness.
Monitor and analyze Hub performance data, identify areas for improvement, and implement corrective actions as needed.
Collaborate with Field Reimbursement Managers and Market Access leadership on program needs across the portfolio.
Respond to and resolve broader and complex escalated issues.
In partnership with Director, develop and manage overall program improvements and optimizations across the portfolio.
Manage multiple projects in a fast-paced, deadline-driven, entrepreneurial environment, adapting to change as needed.