Director, Hub Operations

POSITION SUMMARY

The Director, Hub Operations, is responsible for providing strategic and tactical oversight in the development, implementation and management of patient service programs in alignment with market needs and the patients we serve. The Director will work closely with Market Access, Quality, Pharmacovigilance, IT, Marketing, Legal & Compliance stakeholders to build and oversee the Hub and patient assistance programs. The Director is accountable for understanding and aligning to the brand strategy and to identify and recommend solutions for addressing barriers to patient access.

JOB FUNCTIONS/RESPONSIBILITIES

• Provide the strategic framework and guidance in the development and deployment of the patient access and support Hub.
• Build and manage relationships with vendor partners who will perform benefits investigations and other related support to help ensure patients and health care providers understand coverage.
• Lead the onboarding and implementation of all distribution and patient support partners, ensuring smooth transitions and effective integration.
• Manage day-to-day operations of internal Hub program and partner vendors.
• Monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure vendor partners are meeting contractual obligations.
• Exhibit ownership and accountability for all projects and internal assignments.
• Proactively identify potential enhancements to the patient services programs while maintaining compliance.
• Provide input and insights during the negotiation and execution of distribution and patient support vendor agreements, ensuring operational efficiency and compliance.
• Facilitate routine operational meetings to address potential barriers in access to therapy.
• Maintain open communication throughout the organization.
• Exercise sound judgment and oversight to ensure integrity and compliance with company policies in all activities and communications.
• Monitors industry trends such as, copay accumulators and maximizers, Alternative Funding Programs and incorporate into program design and execution.
• Develop, align, and ensure compliance with Standard Operating Procedures (SOPs) across SP and patient support partners, maintaining operational consistency and quality.
• Works closely with internal teams to ensure continuous feedback loop on program utilization and improvements.
• Partner with Marketing on development of patient support program materials.
• Facilitate business reviews with vendor partners.
• Attend/staff/participate in meetings and/or conferences as requested by management.
• Develop annual strategies and tactics plan in collaboration with leadership.
• Deliver on other related projects as assigned.

QUALIFICATIONS

Education/Experience:

• Bachelor’s Degree required.
• 10+ years working in access and distribution for a biotech or pharmaceutical company.
• 8-10 years managing external access partner relationships.
• Experience working in rare disease.
• Track record of operational excellence.
• Experience in access for a pharmacy benefit product required.
• Experience in market access for a product launch, as well as experience launching a patient services HUB required.
• Experience managing teams and in-line leadership roles.

Knowledge, Skills and Abilities:

• High levels of organization, attention to detail, and accuracy.
• Proactively identifies issues and identifies solutions.
• Acts with urgency and passion, and enjoys helping others.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Interest in infrastructure technology trends and application of technology to improve end user’s experience.
• Ability to lead cross functional projects with internal stakeholders, building strong collaborative relationships to deliver results.
• Ability to execute assignments within established timeframes and quality standards, while responding to immediate needs.
• Demonstrated ability, or potential, to thrive in smaller entrepreneurial organizations.
• Must be proficient with Microsoft Windows, Word, Excel, and PowerPoint.
• Ability to travel up to 25% of the time for direct engagement with Patient Services vendors.

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