Director, Patient Services Operations, Rare Endocrinology & Tumor
About The Position
The Director, Patient Services Operations, Rare Endocrinology & Rare Tumor (RERT) plans, directs, supervises, and evaluates all aspects of the RERT Case Management team. As a second-line people leader, this role ensures efficient, compliant, and patient-centered operations in accordance with Alexion policies, SOPs, work instructions, and values. The Director oversees patient support throughout the treatment journey across injectable, oral, and infused therapies, partnering with specialty pharmacies, vendors, and cross-functional stakeholders to optimize access, communication, and the patient experience. The role uses data, sound judgment, critical thinking, and problem-solving to resolve issues, drive continuous improvement, and execute objectives aligned with business priorities. The position is based in Boston or New Haven and is performed primarily in an office environment. Domestic travel of up to 20% is required. The employee 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.
Requirements
- B.S. or B.A. degree required.
- 5–7 years of recent case management operations experience in the pharmaceutical industry.
- 2–5 years of first-line or second-line people management experience.
- Strong understanding of medical and pharmacy benefit pathways, 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 continuous 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 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 a cross-functional environment, and manage projects and multiple tasks.
- Excellent negotiation skills and ability to work as a team player.
Nice To Haves
- Rare disease experience.
- Launch experience.
- Experience managing remote teams.
- Familiarity with patient CRM systems.
Responsibilities
- Lead the RERT Case Management team by setting direction, priorities, and performance standards; directing education and training; supporting the team through change and launches; cultivating an inclusive, high-performing culture; recognizing excellence; developing leaders; and strengthening engagement and retention.
- Serve as a member of the RERT Patient Services Leadership Team and represent Patient Services Operations in leadership forums, portfolio meetings, and cross-functional activities.
- Direct Case Management operations and workflow development across injectable, oral, and infused therapies, optimizing processes for new products and indications, increased patient volume, payer requirements, and market changes.
- Lead operational readiness for new products, indications, and emerging business needs by defining roles, workflows, timelines, training, vendor readiness activities, and implementation milestones.
- Oversee and govern specialty pharmacy partners and other vendors, including performance management, service-level expectations, KPIs, quality standards, business reviews, escalations, root-cause analysis, corrective actions, business continuity planning, and continuous improvement.
- Partner with specialty pharmacies, field leadership, and other 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.
- Use data, stakeholder feedback, process mapping, and root-cause analysis to improve operational efficiency and patient and provider experience, simplify workflows, improve communication, reduce delays and avoidable handoffs, and identify improvement opportunities.
- Establish and monitor operational performance measures for the Case Management team and vendors; use trends and insights to identify risks, inform decisions, improve service delivery, and resolve issues promptly.
- Ensure compliance, quality, and operational control, including adherence to company policies, SOPs, work instructions, internal controls, compliance requirements, privacy standards, quality expectations, and pharmacovigilance obligations.
- Lead or designate a representative for cross-functional initiatives and serve as the primary operational contact for business partners regarding RERT Case Management activities, operational issues, and escalations.
- Travel domestically up to 20% of the time, as required.
Benefits
- Eligibility for short-term incentive bonuses.
- Equity-based awards for salaried roles.
- Qualified retirement programs.
- Paid time off, including vacation, holidays, and leaves.
- Health coverage.
- Dental coverage.
- Vision coverage.
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What This Job Offers
Job Type
Full-time
Career Level
Director
