Regional Director Patient Access Liaison - East

Role Summary

Regional Director, Patient Access Liaisons (PALs) oversees a team of PALs in a dedicated region, providing logistical and educational assistance to patients and caregivers. The role involves strategic planning, team management, and collaboration with stakeholders to enhance patient access to therapy and improve patient outcomes.

Responsibilities

• Lead and develop the PAL team in a dedicated region, providing guidance, support, and professional development opportunities.
• Collaborate with the Head, Field Operations & Strategic Engagement to develop and implement strategies to improve patient access to therapy, ongoing support, and service delivery.
• Collaborate with Commercial Training & Development to coordinate comprehensive training and onboarding programs for new PALs, ensuring proficiency in program protocols and procedures and fostering a culture of continuous learning.
• Provide ongoing coaching and development opportunities to enhance the skills and knowledge of team members.
• Assist the PAL team with prompt resolution of escalated patient inquiries.
• Collaborate with cross-functional team leadership, as well as external vendors to address patient access or treatment barriers.
• Identify opportunities for process improvement and lead initiatives to enhance operational efficiency and patient experience.
• Monitor and analyze patient and care team feedback and data in performance reports to proactively identify trends and areas for improvement.
• Partner with Patient Safety and Pharmacovigilance (PV) and Complaint Management Quality Systems and Compliance colleagues to report adverse events (AEs) and product quality complaints.
• Ensure compliance with all relevant regulations and standards.
• Prepare and present reports on team performance to senior management.

Qualifications

• Bachelor‚Äôs Degree AND at least 8 years of experience in direct patient support or advocacy; experience with rare disease and/or specialty products with complex administration (e.g., injection, infusion) preferred.
• Minimum of 2 years of direct experience in patient services or field team leadership or related people management/oversight role
• Experience in product launches for orphan or rare diseases with the ability to learn detailed product and disease information.
• Experience in patient education and understanding of and working through reimbursement obstacles.
• Familiarity with HIPAA guidelines, FDA requirements, and OIG Compliance guidelines.
• Strong analytical skills with the ability to report insightful regional activity and make informed decisions.
• Ability to work effectively and autonomously in a team environment and communicate with cross-functional leaders, vendors, and other partners.
• Professional, proactive demeanor with excellent interpersonal, written, and verbal communication skills.
• Strong leadership and team management skills.
• Adherence to all company compliance programs and policies is required.

Education

Skills

• Leadership and people management
• Strategic planning and program development
• Cross-functional collaboration
• Patient education and support
• Regulatory compliance knowledge (HIPAA, FDA, OIG)
• Data analysis and performance reporting

Additional Requirements

• Travel requirements and physical demands not specified as essential