Patient Support Lead

POSITION SUMMARY

The Patient Support Lead role supports Market Access business objectives by executing a dynamic set of programs and services that support drug access and adherence for patients and prescribers.  The Patient Support Lead is responsible for managing operational excellence with our patient services vendor(s).  The Patient Support Lead works across the organization and commercial functions to ensure patient services enhancements are made in alignment with commercial brand strategy.

JOB FUNCTIONS/RESPONSIBILITIES

• Oversee execution of Patient Services vendor(s) and teams, by troubleshooting and providing current guidance and expertise to support program workflow and services.
• Manage vendor performance using agreed upon metrics and standards, call monitoring, site visits, and program audits.
• Provide investigation and response to internal and external customer issues and complaints while concurrently instituting necessary improvements to avoid recurrence.
• Support execution of all communications from Patient Services to our customers, including obtaining Legal and/or MLR approval of all communications to healthcare professionals and patients.
• Draft, review, and approve standard operating procedures (SOPs), work instructions, and job aids, as needed, to support Mirum Access Plus compliance and operations.
• Organize business reviews with vendor(s) to gain insights from Patient Services programs and ensure communication of key performance metrics and operational insights to internal stakeholders.
• Implement new enhancements required to support current and future products by performing ongoing analysis of existing operations to ensure optimal productivity, superior customer service, exceptional product coverage, and patient engagement.
• Work in collaboration with Market Access, Legal, Compliance, Regulatory, Medical, Advocacy, Marketing, Commercial Operations, and Sales as necessary to ensure compliance and effectiveness in our programs.
• Other duties as assigned.

QUALIFICATIONS

Education/Experience:

• Bachelors degree or greater (general business, health sciences, managed healthcare, public policy or related disciplines are preferred).
• 5+ years of related experience in the commercial pharmaceutical industry with specialty products required.
• Demonstrated ability, or potential, to thrive in smaller entrepreneurial organizations.
• Experience with electronic document control/management systems; Veeva PromoMats is preferred.
• Must be proficient with Microsoft Windows, Word, Excel, and PowerPoint.

Knowledge, Skills and Abilities:

• Must demonstrate expertise in call center operations, systems, and processes related to patient services.
• Knowledge of applicable legal and regulatory issues that pertain to patient support programs.
• Demonstrated effective problem solving, excellent customer service, and knowing when to escalate in a challenging and fast-paced environment.
• Experience implementing complex programs that require process and software development, data integration and ongoing quality improvement.
• Demonstrated ability to manage multiple projects within specified timelines and quality standards.
• Proven track record for consistently meeting or exceeding qualitative, as well as any relevant quantitative, targets and goals.
• Ability to work collaboratively in a team structure and build strong relationships with internal and external stakeholders.
• Ability to travel up to 20% of the time for direct engagement with Patient Services vendors.

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