Associate Director, Patient Services (Remote)

Role Summary

The Associate Director, Patient Services is responsible for executing Patient Services and HUB operations to support MannKind products. This role works cross-functionally across the organization to ensure strategies and tactics are aligned with patient needs and the brand strategy, and is responsible for managing the specialty pharmacies and HUB operations. Patient Services experience and expertise are required; the position reports to the Director, Patient Services. This role is remote-based with 35% travel.

Responsibilities

• The role functions as Patient Services subject matter expert for MannKind products and collaborates cross-functionally to design and implement programs that support both the patient and brand objectives.
• Align with Marketing, Sales, Market Access, Advocacy, Commercial Operations, and Supply Chain to implement best-in-class patient services and distribution model.
• Oversee the patient services program and its day-to-day operations with a laser focus on operational excellence aligned to patient needs.
• Ensure effective vendor integrations with a focus on continuous improvement of specialty pharmacies and HUB operational processes to deliver an exceptional experience for patients.
• Liaise with Commercial Operations/Business Analytics regarding reporting, dashboard development, data measurement, analysis, and data quality related to specialty pharmacy and HUB activities.
• Provide input and guidance for program-related marketing materials and patient and provider communications.
• Facilitate weekly and monthly status update calls with vendor partners.
• Work with internal and external partners for a seamless patient experience in all escalated cases.
• Interpret program data for purposes of assessing reimbursement and access trends, program performance and utilization, pharmacy performance and program alignment to agreed-upon KPIs.
• Manage creation and maintenance of all Program SOPs, business rules, work instructions, and training materials related to the patient support program.
• Create and manage vendor POs and vendor monthly invoicing with AP.
• Work with Medical and Quality divisions on vendor AE/PC reporting, product replacement and vendor training.
• Develop distribution strategic and tactical plans by proactively identifying potential marketplace trends/barriers and creating strategies that will optimize access and create access confidence with providers and patients.
• Review SP data daily for inconsistencies, errors, and delivery timing along with data aggregator.
• Liaise with Legal/Regulatory/Compliance to ensure all operations, processes, and systems meet legal and regulatory requirements.

Qualifications

• Bachelor’s degree
• 8+ years of pharmaceutical experience in patient services and/or product distribution.
• Demonstrated success in implementing and managing SP/HUB/Copay/Trade partners including detailed process workflows, SOPs, and KPIs.
• Strong knowledge of health insurance and benefits (private and public payers), with a solid understanding of HIPAA, insurance eligibility and benefit verification, securing insurance prior authorizations, advocating for maximum reimbursement coverage, appealing insurance denials, and application of financial assistance for eligible patients.
• In-depth knowledge of pharmaceutical manufacturer compliance requirements and patient confidentiality (HIPAA regulations).
• Highly knowledgeable in all types of patient affordability programs including foundational and copay support as well as patient assistance programs.
• 3+ years managing external access partner relationships.
• Strong strategic, analytical, time management, and multi-tasking abilities.
• Excellent written and oral communication skills.