Senior Director, Patient Support

Role Summary

Senior Director, Patient Support. Lead the pull-through of the Patient Support Program design and service offering; oversee the Patient Support team and define KPIs/goals for in-line therapy, preparing for potential new launches. Remote position reporting to the Head of Patient Services.

Responsibilities

• Deliver upon an industry leading Patient Support Program with oversight of the Patient Support Team, through aligned and synchronized Patient Services and Channel Strategies
• Serve as second line leader for a large case management and intake specialist organization
• Be an inspiring and strategic leader within a high-performing, innovative patient services organization
• Serve as a key member of the Patient Services leadership team and partner with peers to provide a comprehensive patient support program
• Develop and maintain a patient-centric, collaborative and inclusive culture within the team and with cross-functional partners
• Deliver on defined KPIs and goals; evolve and refine performance metrics as necessary
• Drive necessary change-management efforts to support operational changes, systems enhancements, and team growth
• Work closely with other Market Access and Patient Services team members to ensure excellence in execution and program alignment to organizational goals
• Implement, in collaboration with Marketing, Market Access, Sales, Compliance and Patient Advocacy, appropriate access solutions to help enable timely patient access to therapy
• Partner with IT and other Patient Services team members in the design and maintenance of critical information systems and patient care coordination platform supporting patient services
• Responsible for driving team training initiatives, including evolution of training program to provide consistency, and streamlined approach
• Support maintenance of program documentation, including SOPs, Business Rules, etc.
• Proactively adjust programs and solutions to continuously improve Patient and Customer experience
• Ensure employee engagement and development by embedding Insmed‚Äôs culture and values within the team
• Collaborate with cross-functional Insmed leaders (Market Access, Field Sales, Legal, Compliance, Commercial Effectiveness) to achieve shared business objectives in a compliant manner
• Ensure program compliance with HIPAA and other relevant laws and regulations

Qualifications

• Bachelor‚Äôs degree required
• 10+ years of pharma/biotech industry experience
• 5+ years of Patient Services experience in a biopharmaceutical company
• 5+ years in a leadership position including previous 2nd line leadership experience
• Rare and/or specialty disease experience
• Product launch experience in patient services
• Proven supervisory experience in recruiting, hiring and leading teams comprising of front-line managers, leaders, case managers, support specialists, care coordinators, and other relevant support staff to support patients and caregivers
• Consistent record of success through teamwork and execution
• Exceptional learning agility
• Ability to think strategically to continuously improve processes
• Demonstrated leadership and coaching skills
• Guide understanding of access programs for specialty pharmaceuticals with particular focus on orphan diseases
• Experience with HUB/call center technology platforms from CRM to case management systems and tools used to manage patient services centers
• Experience in patient adherence program design and management
• Excellent communication skills (verbal and written) and program management skills
• Highly organized with a strong attention to detail, clarity, accuracy, and conciseness
• Highly proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Travel will be approximately 25%
• Must successfully exhibit Insmed‚Äôs core corporate competencies of Collaboration, Accountability, Passion, Respect and Integrity
• Ability to interact successfully in a dynamic and culturally diverse workplace