Regional Director Patient Access Liaison - East

Role Summary

Regional Director, Patient Access Liaisons (PALs) leads a regional team to provide logistical and educational support to patients and caregivers, ensuring access to therapy and improved patient outcomes. The role involves strategic planning, team management, and cross-functional collaboration to enhance patient access and service delivery. The position requires coaching PALs, driving process improvements, and ensuring compliance with applicable regulations.

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’s 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.