Director, Access and Patient Support -- Sonexus™ Access and Patient Support

Cardinal Health

1d•$135,400 - $187,290•Onsite

About The Position

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products. This Director, Access & Patient Support is a critical leadership role and oversees a team of patient support experts, ensuring smooth day-to-day operations and the successful delivery of our patient services solutions. The Director will cultivate an employee-centric culture that prioritizes engagement, professional growth, and talent retention at all levels, driving a high-performing team committed to operational excellence and improved patient outcomes. The Director, Access and Patient Support is responsible for the tactical execution of operations of multiple large, assigned programs for multiple contracted client manufacturers. This individual will develop and maintain a high level of collaboration and integration with cross functional teams including Field Reimbursement, Market Access, Marketing, Legal, Compliance, Finance, Procurement, Pharmacovigilance (PV), Medical, and Quality. The Associate Director oversees revenue and budget accountability, organizational development, and possesses a deep understanding of healthcare reimbursement (managed care and specialty pharmacy operations). In addition to stewarding relationships with the pharmaceutical manufacturer client, the Associate Director will develop an internal employee centric culture, retaining and developing talent at all levels in the business. This role reports to the Sr. Director, Clinical Operations Management.

Requirements

Bachelor's degree preferred or equivalent experience in a related field
8+ years preferred of patients support operations, customer service, insurance, reimbursement and/or account management experience in healthcare
Knowledge of the specialty drug product marketplace, health insurance reimbursement, commercialization of pharmaceutical products, and life sciences hub experience a plus
Previous personnel/team management, including multiple layers of managers and people leaders
Demonstrated leadership and communication skills for both in-office and remote staff; organized and self-motivated
Knowledge and experience with operational excellence models, Total Quality Management (TQM), Six Sigma, Lean Transformation preferred
Understanding of the healthcare reimbursement and managed care
High attention to detail and ability to detect inconsistencies
Strong project management skills
Excellent planning, budget forecasting, and executive presentation skills
Ability to travel 25%

Responsibilities

Lead, mentor and develop staff: Build relationships across the patient support hub operations team and larger organization to maintain and enhance employee engagement, retention, and culture. Lead a team of approximately 100 employees across diverse roles and experience levels.
Operational Excellence: Implement and maintain efficient and effective operational processes within the hub to ensure the seamless execution of patient access and support services. Continuously monitor and optimize performance metrics, ensuring high-quality service delivery and adherence to regulatory requirements.
Performance Monitoring: Develop and implement key performance indicators (KPIs) to track the hub's performance and regularly report progress to senior leadership. Identify areas for improvement and implement strategies to enhance operational efficiency and effectiveness.
Financials: Full P&L responsibility over the accounts the role leads, including budgeting, forecasting, and driving initiatives to provide sustained growth with current accounts.
Stakeholder Collaboration: Foster strong partnerships with cross-functional teams to ensure smooth coordination and alignment of patient access and support initiatives. Steward and foster relationships with life sciences partners, building their confidence in our ability to deliver desired results.
Strategic Partnerships: Partner with internal, client teams, and key partners to ensure successful delivery of tailored customer service to increase patient access to life-changing therapy, implementing strategies to increase speed to therapy, improve adherence, and streamline the patient journey.
Program sponsorship and change leadership: Act as the business sponsor for all initiatives that impact the assigned accounts and programs.
Program and Project leadership: Manage cross-functional, highly matrixed teams; communicate regularly with internal teams and senior leadership. Facilitate and lead meetings with the leadership team to ensure timely completion of client deliverables and KPI adherence.
Patient Assistance Programs: Collaborate with internal and external stakeholders to facilitate patient enrollment and re-enrollment into patient assistance programs. Stay updated on program changes, eligibility criteria, and best practices to ensure patients receive the maximum benefits. Maximize customer and patient satisfaction by aligning complex solutions and service to key client initiatives.
Risk and Compliance Risk: Proactively identify, assess, report on, and partner with leadership team to manage and mitigate key risks to hub success.
Demonstrates growth mindset: Willingness to embrace innovative approaches, culture change, business transformation methodologies, and respectfully challenging status quo to meet aggressive business targets and fostering rapid business transformation and growth.
Contribute to the development of departmental strategies and roadmap
Make decisions, often difficult and/or unpopular, which support and drive strategy; influence others to support the decision.