Lead, Patient Support Program Operations
Praxis Precision Medicines, Inc.
2 months ago
Remote friendly (Boston, MA)
United States
Patient Advocacy
Primary Responsibilities:
- Operationalize the HUB: Stand up core PSP operations including intake pathways, SOPs, training materials, call guides, FAQs, and quality controls
- Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions
- Partnership & Collaboration: Ensure clear, consistent handoffs across HUB, field teams, and vendor partners
- Ensure systems support operations: Engage technology partners to configure and support tools; identify and resolve gaps quickly
- Establish and manage performance standards: Define SLAs, monitor performance, conduct root-cause analysis, and hold teams/vendors accountable
- Lead day-to-day operations: Lead onboarding, training, and ongoing performance management
- Drive data integrity and visibility: Define reporting needs; ensure accurate case documentation and data capture for visibility into performance, access barriers, and risk
- Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across workflows (with Legal/Compliance)
- Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is resilient for launch readiness
Qualifications & Key Success Factors:
- 7+ years of progressive experience in patient services, PSP operations, or HUB leadership (or complex health system care coordination in rare disease)
- Proven experience building/operationalizing PSP infrastructure in pre-launch or early commercial settings
- Direct experience standing up HUB operations (workflow execution, SOP/BRD development, training, performance management)
- Ability to translate strategy into execution (reliability, scalability, real-world performance)
- Demonstrated success managing vendor performance and enforcing SLA-driven accountability
- Technical acumen with CRM systems, case management platforms, and patient-facing tools
- Experience applying automation and/or AI-enabled solutions (judgment on appropriate use)
- Data-driven approach using metrics to identify issues and close gaps
- Clear, candid communicator; builds alignment, challenges constructively, owns outcomes
- Best fit: rebuilt PSP operations under real launch timelines
Compensation & Benefits:
- Medical, dental, vision: 99% of premium paid
- Company-paid life insurance, AD&D, disability; voluntary plans
- 401(k) match: dollar-for-dollar up to 6%; long-term stock incentives; ESPP
- Discretionary quarterly bonus; flexible wellness benefit; generous PTO; paid holidays and company-wide shutdowns
- Annualized base salary: $180,000 USD - $200,000 USD
- Operationalize the HUB: Stand up core PSP operations including intake pathways, SOPs, training materials, call guides, FAQs, and quality controls
- Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions
- Partnership & Collaboration: Ensure clear, consistent handoffs across HUB, field teams, and vendor partners
- Ensure systems support operations: Engage technology partners to configure and support tools; identify and resolve gaps quickly
- Establish and manage performance standards: Define SLAs, monitor performance, conduct root-cause analysis, and hold teams/vendors accountable
- Lead day-to-day operations: Lead onboarding, training, and ongoing performance management
- Drive data integrity and visibility: Define reporting needs; ensure accurate case documentation and data capture for visibility into performance, access barriers, and risk
- Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across workflows (with Legal/Compliance)
- Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is resilient for launch readiness
Qualifications & Key Success Factors:
- 7+ years of progressive experience in patient services, PSP operations, or HUB leadership (or complex health system care coordination in rare disease)
- Proven experience building/operationalizing PSP infrastructure in pre-launch or early commercial settings
- Direct experience standing up HUB operations (workflow execution, SOP/BRD development, training, performance management)
- Ability to translate strategy into execution (reliability, scalability, real-world performance)
- Demonstrated success managing vendor performance and enforcing SLA-driven accountability
- Technical acumen with CRM systems, case management platforms, and patient-facing tools
- Experience applying automation and/or AI-enabled solutions (judgment on appropriate use)
- Data-driven approach using metrics to identify issues and close gaps
- Clear, candid communicator; builds alignment, challenges constructively, owns outcomes
- Best fit: rebuilt PSP operations under real launch timelines
Compensation & Benefits:
- Medical, dental, vision: 99% of premium paid
- Company-paid life insurance, AD&D, disability; voluntary plans
- 401(k) match: dollar-for-dollar up to 6%; long-term stock incentives; ESPP
- Discretionary quarterly bonus; flexible wellness benefit; generous PTO; paid holidays and company-wide shutdowns
- Annualized base salary: $180,000 USD - $200,000 USD