Associate Director, Patient Support Operations

Role Summary

The Associate Director, Patient Support Operations will play a key role in building and operationalizing Intellia’s Patient Support capabilities in advance of commercialization. Reporting to the Senior Director of Patient Support, this role is responsible for translating strategy into executable, compliant operations and ensuring launch readiness across internal teams and external partners.

Responsibilities

• Operational build and launch readiness: Support the design and operationalization of Intellia’s Patient Support model from pre-launch through launch. Develop and maintain core operating artifacts, including workflows, standard operating procedures (SOPs), business rules, escalation pathways, and training materials.
• Vendor And Platform Management: Manage day-to-day performance of Patient Support vendors, including hub and supporting technology partners. Oversee implementation, testing, reporting, and ongoing optimization of vendor-supported processes. Monitor performance against statements of work (SOWs), service level agreements (SLAs), timelines, and budgets.
• Internal Team Enablement: Partner with the Senior Director to support operational readiness of internal Patient- and health care provider-facing teams, including Nurse Case Managers. Ensure teams are equipped with clear guidance, job aids, and processes to support consistent and compliant engagement.
• Quality, Compliance, And Governance: Ensure Patient Support operations align with applicable legal, regulatory, pharmacovigilance, safety, and compliance requirements. Support audit readiness, documentation standards, and controlled change management in partnership with Legal, Medical, and Compliance stakeholders.
• Reporting And Continuous Improvement: Support development of operational metrics and reporting to monitor program performance, vendor execution, and emerging risks. Identify operational gaps or inefficiencies and drive continuous improvement initiatives.
• Cross-functional Coordination: Serve as an operational liaison across Commercial Operations, Market Access, IT, Legal, Medical, and external partners. Prepare materials and updates for leadership discussions, business reviews, and working sessions.

Qualifications

• Required: Working knowledge of US coverage and reimbursement dynamics across Commercial and Government plans, including manufacturer compliance considerations related to Patient Support programs.
• Required: Knowledge of laws and requirements governing protection of personal data, including protected health information (PHI).
• Required: Proven ability to operate with autonomy in a fast-paced environment while coordinating effectively across a matrixed organization.
• Required: Strong judgment, accountability, and prioritization skills, balancing near-term execution with longer term needs.
• Required: Excellent written, verbal, and presentation skills, with the ability to translate complex operational and reimbursement topics into clear, actionable communications for varied audiences.
• Required: Willingness to travel up to 20% annually for meetings, conferences, and business reviews.
• Preferred: Bachelor’s degree; Advanced degree (e.g., MPH, MSW, MBA) preferred.
• Preferred: 7 years of experience in biotech or pharma, including 5+ years in Patient Support and/or reimbursement operations; Rare disease, cell and gene therapy, or orphan experience preferred.
• Preferred: Demonstrated experience building and operationalizing Patient Support capabilities from design through launch readiness and early execution.
• Preferred: Experience working in hybrid operating models that combine internal Patient-facing teams with external partners (e.g., hub services, specialty pharmacy, distribution, analytics/reporting vendors).
• Preferred: Experience reviewing and refining operating documentation and partner deliverables (e.g., business rules, SOWs, contracts) including performance metrics and service expectations.

Education

• Bachelor’s degree. Advanced degree (e.g., MPH, MSW, MBA) preferred.

Additional Requirements

• Travel up to 20% annually for meetings, conferences, and business reviews.
• Physical requirements: Prolonged periods of sitting at a desk and working on a computer; must be able to lift up to 15 pounds at times.