Senior Director, Patient Services

Role Summary

The Senior Director, Patient Services will lead Ardelyx’s patient services hub for the portfolio of products, including IBSRELA and XPHOZAH. This role blends strategic and operational leadership to design, enhance, optimize, and execute an end-to-end patient and provider experience related to access to and reimbursement. The role will manage Ardelyx’s patient access and affordability programs, including hub operations, prior authorization solutions, co-pay programs, and patient assistance programs, reporting to the Senior Vice President, Market Access & Patient Services.

Responsibilities

• Provide strategic vision, leadership, and day-to-day oversight for patient services function (including internal team and vendor relationships)
• Ensure a seamless patient journey and customer experience considering the end-to-end prescription process (from initial Rx experience all the way through patient retention)
• Support the implementation of patient access programs (i.e., business rule development, team training, workflow mapping, etc.)
• Manage, coach, and grow a team of managers (internal and vendor-based employees)
• Set clear performance expectations and drive accountability for performance with both vendors and team members through KPIs and SLAs, as well as compliance with key regulatory requirements (e.g., HIPAA, state privacy laws)
• Collaborate seamlessly with key teams throughout the organization to communicate and optimize processes (e.g., payer, trade/distribution, sales, field reimbursement, brand, finance, legal/compliance)
• Provide subject matter expertise on all patient services related topics by serving as a resource to all stakeholders (i.e. field sales team, prescribers, patients, marketing, etc.). Escalate any concerns to the appropriate parties where applicable
• Ensure the tight integration of program development and continuous improvement of reimbursement hub operational processes and systems to deliver exceptional customer experience.

Qualifications

• B.A/B.S., advanced degree within business or healthcare strongly preferred (e.g., PharmD, MHA or MBA), with 12 - 15 years of experience within Patient Access Services (other backgrounds with related experience in reimbursement support, market access, or healthcare will be considered) or equivalent experience
• 5+ years of supervisory or managerial experience required, including managing remote teams and external vendors
• Demonstrated track record of improving patient experience metrics and operational KPIs using data and lean/process improvement methods
• Strong functional knowledge of health insurance and benefits (i.e. Medicare Part B/D, commercial and Medicaid) including insurance eligibility, benefit verification, prior authorization processes, reimbursement coverage, appealing insurance denials, application of financial assistance, co-pay support and bridge programs
• Extensive knowledge of HCP office processes regarding patient flow, prescription flow and clinic office operations
• In depth knowledge of pharmaceutical manufacturer compliance requirements and patient confidentiality (HIPAA regulations)
• Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy
• Excellent communication, change management, and vendor oversight skills

Education

• B.A./B.S., advanced degree within business or healthcare strongly preferred (e.g., PharmD, MHA or MBA)

Additional Requirements

• Willingness to travel up to 30% of time within the U.S.