Director, Patient Services Operations, Rare Endocrinology & Tumor

AstraZeneca•Boston, MA

2d•$149,375 - $224,063•Onsite

About The Position

The Director, Patient Services Operations, Rare Endocrinology & RareTumor (RERT) plans, directs, supervises, and evaluates all aspects of the RERT Case Management team. As a second-line people leader, this individual ensures efficient, compliant, and patient-centered operations in accordance with Alexion policies, SOPs, work instructions, and values. The Director oversees support for patients throughout the treatment journey across injectable, oral, and infused therapies, while partnering with specialty pharmacies, vendors, and cross-functional stakeholders to optimize access, communication, and the patient experience. This individual uses sound judgment, data, critical thinking, and problem-solving skills to resolve issues, drive continuous improvement, and execute short- and long-term objectives aligned with business priorities. This position is based in Boston or New Heaven

Requirements

B.S. / B. A. Degree required
5–7 years of recent case management operations experience in pharma
2-5 years first-line or second-line people management experience
Strong understanding of medical and pharmacy benefit pathway, including benefits investigation, prior authorization, appeals, specialty pharmacy coordination, prescription fulfillment, site-of-care considerations, infusion services, and patient support models
Demonstrated experience working with specialty pharmacies, vendors, or other external service providers, including performance management, service-level expectations, business reviews, and continutous improvement
Experience using operational data, dashboards, and performance metrics to identify trends, manage risks, improve efficiency, and enhance the patient and provider experience
Proven project and change management skills
Organizational agility to partner with peers and leaders across all parts of the organization
Proficiency in health insurance benefits, billing, coding, and relevant state and federal laws and insurance regulations
Strong communication, problem-solving, negotiation, and presentation skills
Ability to handle sensitive issues with opposing opinions, work in cross-functional environment and handle projects and multiple tasks
Excellent negotiator and team player

Nice To Haves

Rare disease experience
Launch experience
Experience managing remote teams
Familiarity with patient CRM systems

Responsibilities

Leading the RERT Case Management team by setting direction, priorities, and performance standards; directing education and training; inspiring the team through change and new launches; cultivating an inclusive, high-performing culture; recognizing excellence; developing leaders; and strengthening engagement and retention.
Serving as a key member of the RERT Patient Services Leadership Team and representing Patient Services Operations in leadership forums, portfolio meetings, and cross-functional RERT activities, ensuring operational perspectives are incorporated into strategy, planning, and execution.
Directing RERT Case Management operations and workflow development across injectable, oral, and infused therapies, partnering cross-functionally to define and optimize processes for new products and indications, increased patient volume, evolving payer requirements, and other changes in market dynamics.
Leading operational readiness for new products, indications, and emerging business needs by translating plans into clear roles, workflows, timelines, training requirements, vendor readiness activities, and implementation milestones.
Owning operational oversight and governance of specialty pharmacy partners and other external vendors, including performance management, service-level expectations, key performance indicators, quality standards, business reviews, issue escalation, root-cause analysis, corrective actions, business continuity planning, and continuous improvement to enhance service quality, efficiency, and the patient experience.
Partnering with specialty pharmacies, field leadership, and other internal and external stakeholders to support patient access and coordinate enrollment, benefits investigation, prior authorization, appeals, prescription fulfillment, therapy initiation, site-of-care needs, refill support, and ongoing case management, as applicable.
Driving operational efficiency and improving the patient and provider experience by using data, stakeholder feedback, process mapping, and root-cause analysis to simplify workflows, improve communication, reduce delays and avoidable handoffs, and identify opportunities for continuous improvement.
Establishing and monitoring operational performance measures for the Case Management team and supporting vendors, using trends and insights to identify risks, inform business decisions, improve service delivery, and support timely issue resolution.
Ensuring compliance, quality, and operational control by maintaining adherence to company policies, SOPs, work instructions, internal controls, compliance requirements, privacy standards, quality expectations, and pharmacovigilance obligations.
Leading or designating a representative for cross-functional initiatives and serve as the primary operational point of contact for business partners regarding RERT Case Management activities, operational issues, and escalations.
Performing the duties of this role primarily in an office environment. Employees must be able, with or without reasonable accommodation, to use a computer; communicate by phone, video, and electronic messaging; engage in problem-solving, analysis, and dialogue; collaborate with others; and maintain general availability during standard business hours.
Traveling domestically up to 20% of the time, as required.