Director, Patient Support Services Operations Lead

Director, Patient Support Services Operations Lead

Company: BioNTech SE

Job Details

Location: New Jersey, US | Employment Type: Full Time | Job ID: 9412

Position Summary

The purpose of this role is to manage the implementation of Patient Support services both with internal and external teams. This role would serve as the US region trusted partner for both internal and external stakeholders in the area of customer service and patient support programs such as co-pay, PAP, and adherence programs.

Serve as subject matter expert for an integrated patient services platform, as well as responsible for the business analytics of the operational services and performance of the HUB. This position is accountable for managing the day-to-day operations of the US patient centric reimbursement/care management program (HUB). This individual will advance BioNTech’s capabilities and strategies to ensure a successful patient services outcome, streamlined and transparent coverage all with the goal of ensuring unimpeded and appropriate patient access to therapy.

Responsibilities

• Develop and implement patient support strategies such as co-pay, patient assistance (PAP) and adherence programs.
• Evaluate and select appropriate third party vendor to provide hub services.
• Effectively manage vendor partners, providing them with clear expectations, succinct direction and feedback, creating an environment for great work to thrive.
• Manage vendor on the delivery of PSS team support, ensuring efficient and compassionate care delivery.
• Monitor and improve patient experience metrics and service quality.
• Manage budgets, resources, and operational processes for patient services.
• Review and approve training and development initiatives for patient support staff in agreement with TPV (including material review process).
• Oversee TPV performance/experience and partner with internal and external stakeholders to implement enhancements as needed.
• Document management of required documents from TPV.
• Liaise with IT colleagues in the development of CRM solution to be used by internal/external teams.
• Ad-hoc projects including global initiatives.
• Collaborate cross-functionally with key members of the Market Access, Sales, Marketing, Legal and Commercial Operations teams to deliver necessary programs.
• Provide updates to leadership and raise challenges and offer solutions for next steps.
• Collaborate with Marketing to create and implement patient services initiatives, branded education and/or promotional tools.
• Participate in strategic decision making with cross-functional business leads to ensure alignment of priorities.
• Ensure impact, quality, and performance of patient support operations.
• Perform responsibilities with a commitment to compliance and a high ethical standard.

Requirements

• Bachelor’s Degree required, with a minimum of 8 years’ experience in Pharmaceutical, Biotech or any equivalent industry setting.
• A minimum of 5 years of experience in patient services, HUB operations and reimbursement services required.
• Minimum 2 years of experience in vendor team oversight and operational performance improvement required.
• Exhibit vendor management skills by effectively managing vendor partners.
• Excellent organization, project management, multi-tasking and negotiation skills.
• Exceptional interpersonal skills and problem-solving capabilities.
• Appropriate judgement, consistency in decision making.
• Analytical insights to drive corporate strategy.
• Ability to work effectively across a matrix organization.
• Ability to work independently and prioritize with minimal daily instruction.
• Ability to think strategically to improve current processes.
• Travel: Ability to travel up to 30%, which may include overnight and/or weekend travel.
• Strong verbal and written communications skills.
• Learning agility and ‘scalability’ to take on increasing responsibility as Intercept grows.
• Consistent demonstration and embodiment of our Corporate Beliefs: Passion for Innovation; Think Big, Act Small; Learn to Dare; and Teams Build the Future.
• Ability to have fun and thrive in a growing, diverse, and inclusive work environment.

Preferred Qualifications

• Advanced degree preferred.

Expected Pay Range

$200,000/year to $250,000/year + benefits, annual bonus & equity (bonus and equity is variable and dependent on company and individual performance). Compensation for the role will depend on several factors, including responsibilities of the job, education, experience, knowledge, skills, and abilities.

Your Benefits

BioNTech US is committed to employee wellbeing and offers best-in-class benefits & HR programs to support an inclusive & diverse workforce. Salaried/Position-Targeted Hourly Employees working 30+ hours per week are eligible for our comprehensive benefits package. Benefits include but are not limited to:

• Medical, Dental and Vision Insurance.
• Life, AD&D, Critical Illness Insurance.
• Pre-tax HSA & FSA, DCRA Spending Accounts.
• Employee Assistance & Concierge Program (EAP) available 24/7.
• Parental and Childbirth Leave & Family Planning Assistance.
• Sitterstream: Virtual Tutoring & Childcare Membership.
• Paid Time Off: Vacation, Sick, Bereavement, Holidays (including Floating) & Year-End U.S. Shutdown.
• 401(K) Plan with Company Match.
• Tuition Reimbursement & Student Loan Assistance Programs.
• Wellbeing Incentive Platforms & Incentives.
• Professional Development Programs.
• Commuting Allowance and subsidized parking.
• Discounted Home, Auto & Pet Insurance.

…and more! More details to be shared.

About New Jersey

Berkeley Heights is New Jersey's growing hub within the life sciences industry and has already demonstrated the state’s commitment to innovation, collaboration, and excellence within the field. New Jersey's integrated approach to biotechnology and pharmaceuticals harmonizes academic rigor, industrial capability, and government support to create thriving conditions for a growing ecosystem. Cultivating an environment that seamlessly integrates cutting-edge research, robust manufacturing capabilities, and a dynamic business landscape, New Jersey has become a powerhouse in pharmaceuticals, biotechnology, and medical technology. As this region of New Jersey continues to develop, it stands ready to shape the future of medical science and technology, driving progress and improving health outcomes worldwide.

Application Instructions

Apply now - We look forward to your application! Apply for our New Jersey, US location and simply send us your documents using our online form.

By submitting your application, you acknowledge that a background check will be conducted as part of the recruitment process in accordance with applicable laws and regulations. If you are considered for the position, BioNTech will conduct the background check through our service provider ‘HireRight’. You will be informed accordingly by your BioNTech-Recruiter.