Associate Director, Patient Services Operations

Role Summary

Associate Director, Patient Services Operations responsible for managing day-to-day hub operations for the Mirum Access Plus (MAP) program, leading the team, and ensuring KPIs, reporting, budgeting, and regulatory requirements are met. Collaborates with brand teams and internal functions to support the product portfolio and program expansion.

Responsibilities

• Team Leadership: Lead a team responsible for specialty pharmacy access, reimbursement, and affordability activities; manage workflows, assign tasks, develop skills, and align team goals with organizational strategy.
• Program Operations: Ensure smooth operations in accordance with business rules and regulatory requirements; collaborate with stakeholders and vendors to update rules; monitor KPIs such as call volumes and turnaround times.
• Vendor Management: Liaise with MAP service vendors, address program challenges, and optimize processes.
• Reporting: Ensure timely and accurate data reporting; develop and distribute regular summaries; prepare ad hoc reports as needed.
• Pharmacovigilance: Coordinate with PV vendor and safety team to ensure proper reporting of adverse events and product complaints; assist with audits.
• Co-pay Program: Oversee co-pay operations and enrollment; manage terms and vendor liaison; report KPIs and collaborate on offers.
• Budgeting: Support budgeting and forecasting; alert Director to potential overages.
• Patient Access Support/Field Reimbursement: Maintain communication between PAS and MAP teams as appropriate.
• New Program Launches: Support launches, assist with RFPs, and contribute to strategic planning for MAP offerings.

Qualifications

• Education/Experience: BA/BS preferred; 7+ years in pharmaceutical/biotech or hub services environment.

Knowledge, Skills And Abilities

• Familiarity with pharmacy benefits and reimbursement services.
• Understanding of legal/regulatory/safety requirements for hubs.
• Experience with patient assistance programs and claims reimbursement coding.
• Ability to work cross-functionally and manage projects within budget and timelines.
• Problem-solving, collaborative approach, strong interpersonal and communication skills.
• Strong business acumen.