Director/Sr. Director, HUB & Patient Services

Role Summary

Director/Sr. Director, HUB & Patient Services leads US patient access programs and oversees patient support initiatives and vendor partnerships. You will manage day-to-day operations of patient support programs, ensure program integrity and regulatory compliance, and drive strategic access initiatives in collaboration with marketing, sales, and field teams. This role may lead a team and is remote or San Francisco office-based.

Responsibilities

• Work with the commercial team to continue patient access to Attruby
• Lead patient support programs under the branding of ForgingBridges, which result in a positive customer experience
• Implement new access initiatives/programs
• Participate in strategic planning for launch meetings, market access team meetings, and other opportunities to interact with management and senior management in the organization
• Partner with the Market Access Marketing/Brand Marketing team to identify promotional collateral that would provide value to the patient community
• Ensure programs and materials comply with direction from the Medical, Legal & Regulatory (MLR) and Promotional Review Committee (PRC)
• Manage day-to-day operations for fully launched patient support programs
• Oversight of contracts and partnerships with patient support program vendors (copay, free goods pharmacy, HUB, etc.)
• Create and coordinate a smooth communications handoff process between HUB, PAL, and FRM teams
• Monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure vendors are meeting goals
• Manage vendor business rules/operations procedure documents, including drafting, as needed, and partnering with legal/compliance for review and implementation
• Ensure program compliance with program business rules/operation procedures through regular auditing of cases/phone calls
• Coordinate weekly status calls and follow-ups with internal/external stakeholders
• Serve as a day-to-day liaison with field teams, marketing and sales managers, and other stakeholders, which includes resolving escalation issues
• Review and analyze data reporting from the vendors to identify issues, trends, and potential interventions to ensure program excellence
• Stay connected with BridgeBio Commercial Analytics and Commercial IT on the internal CRM reports and account activity tracking
• Serve as a backup to the Head of Patient Services to lead and make decisions on support programs and PAL operations
• Provide regular updates and analysis of patient programs to Senior Management
• Attend patient meetings and represent BridgeBio at industry conferences
• Other additional responsibilities may be assigned

Qualifications

• Required: Bachelor's degree
• Preferred: Advanced degree
• Required: Minimum of 5 years of pharmaceutical or biotechnology industry experience in Patient access and support and/or related functions
• Required: Experience negotiating and managing vendor contracts
• Required: In-depth knowledge of patient services, HUB operations, and compliance requirements
• Required: Strong communication and interpersonal skills with the ability to interact effectively with internal and external stakeholders
• Required: Ability to travel up to 30%

Skills

• Vendor management and contract oversight
• Program management and day-to-day operations for patient support programs
• Regulatory compliance and governance (MLR/PRC)
• Data analysis, KPI/SLAs monitoring and reporting
• Cross-functional collaboration and stakeholder management
• Effective communication and leadership capabilities

Additional Requirements

• Travel up to 30%