Senior Director of Patient Services, Operational Effectiveness

Alexion • Boston, MA

8d • Onsite

About The Position

The Senior Director of Patient Services (PS), Operational Effectiveness is responsible for driving the overall effectiveness of the Patient Services function, working across the PS leadership team, many members of the Patient Services department, and cross-functional partners. The Sr Director, PS Operational Effectiveness will manage the team of people leading Patient Services Access Programs, Marketing, Quality & Governance, Enterprise Innovation Strategy and department Budget. There are five key areas of focus in this role: Lead cross-department efforts, including but not limited to: PS Leadership Team meetings and planning processes, Change Management and Communications, planning for annual meetings (e.g. PS POA, Alexion US meetings annual mtg), Budget oversight, Liaison with PS Training, etc. Drive Continuous Improvement across Patient Services: proactively identify and work cross-functionally to implement process improvements that improve the patient experience, drive efficiency, and leverage technology for scalability. Patient Services Access Programs: Lead a team that is responsible for managing and creating Patient Services Access, Reimbursement, Financial and Affordability programs including Alexion Access to Foundation (AAF). Patient Services Marketing: Oversee team leading portfolio-wide Patient Services (OneSource) Marketing and communications, including management of strategic patient engagement activities, including patient ambassador program. Alignment of OneSource marketing strategy with business unit strategic objectives and Alexion’s patient centricity is critical. Quality & Governance: oversee the Quality and Business Process function responsible for ensuring appropriate documentation and communication of work instructions and SOPs, as well as the quality monitoring process with the ultimate goals of providing great patient experiences, strong compliance with business processes and documentation of adverse events, etc. This includes leading and managing the 1st Line Monitoring process and Governance across all Patient Services function. Enterprise Innovation Strategy: Define the Patient Services AI roadmap, identify and implement high-value AI solutions, strengthen project governance and delivery excellence across the project portfolio, and manage Patient Service financials.

Requirements

• Bachelor’s degree (ideally in a scientific, clinical, or business field)
• 10 - 15 years experience in Patient Services in the biotechnology industry
• Understanding of compliance regulations and guidance governing patient support programs, PV Reporting, and REMS
• Drive implementation of innovative technology solutions relevant to the market, including potential AI opportunities that will help elevate operational efficiencies and overall effectiveness
• Proven, consistent history of high performance regardless of position or company
• Prior experience leading high performing teams
• High level of interpersonal skills and highly adept in both verbal & written communication
• Commitment to high standards of compliance and integrity
• Ability, with or without an accommodation, to use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours.

Nice To Haves

• MBA is a plus
• Significant commercial experiences, with demonstrated success in patient services leadership positions
• Comfort working with quantitative and qualitative data, including sometimes incomplete or ambiguous information
• Broad base of experiences in patient services, analytics, vendor management, marketing, market research, and/or sales
• Rare disease/high-value biologics experience is important, but not essential
• High learning agility

Responsibilities

• Lead cross-department efforts, including but not limited to: PS Leadership Team meetings and planning processes, Change Management and Communications, planning for annual meetings (e.g. PS POA, Alexion US meetings annual mtg), Budget oversight, Liaison with PS Training, etc.
• Drive Continuous Improvement across Patient Services: proactively identify and work cross-functionally to implement process improvements that improve the patient experience, drive efficiency, and leverage technology for scalability.
• Lead a team that is responsible for managing and creating Patient Services Access, Reimbursement, Financial and Affordability programs including Alexion Access to Foundation (AAF).
• Oversee team leading portfolio-wide Patient Services (OneSource) Marketing and communications, including management of strategic patient engagement activities, including patient ambassador program.
• Oversee the Quality and Business Process function responsible for ensuring appropriate documentation and communication of work instructions and SOPs, as well as the quality monitoring process with the ultimate goals of providing great patient experiences, strong compliance with business processes and documentation of adverse events, etc.
• Define the Patient Services AI roadmap, identify and implement high-value AI solutions, strengthen project governance and delivery excellence across the project portfolio, and manage Patient Service financials.

Benefits

• Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior