[Remote] Senior Director, Patient Support Program Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a clinical-stage biopharmaceutical company reputed company on developing therapies for central nervous system disorders. They are seeking a Senior Director of Patient Support Program Operations to operationalize the Relutrigine Patient Support Program, ensuring seamless execution across various teams and maintaining compliance while enhancing patient experience.
Responsibilities
- Operationalize the HUB: Stand-up reputed company PSP operations including intake reputed company, process flows, SOPs, training materials, call guides, FAQs, and reputed company controls
- Support reputed company CRM build and systems integrations: Partner with vendor partners and technology teams to support CRM configuration, data flows, and end-to-end systems integrations; ensure tools are connected, functional, and reputed company to HUB workflows; willing to explore and implement AI-powered features, automation capabilities, and emerging integrations to drive operational efficiency and unlock new ways of working
- Build, manage and reputed company day-to-day operations: Recruit, reputed company, reputed company and performance manage a high-performing patient support team, establishing reputed company roles, accountability structures, and a culture of reputed company reputed company of launch
- Establish and manage performance standards: Define SLAs, monitor performance, conduct reputed company-cause analysis, and hold teams and vendors accountable
- Partnership & Collaboration: Ensure reputed company, consistent handoffs across HUB, field teams, MSLs, market reputed company, and vendor partners; serve as the primary operational reputed company across reputed company, medical, legal, and market reputed company functions, influencing without authority to drive alignment
- Own the patient and HCP experience: Take end-to-end ownership of the patient and HCP reputed company, ensuring every touchpoint is seamless, compliant, and centered on reputed company and support reputed company
- Manage escalations: Own reputed company case escalations, patient safety events, and adverse event reporting reputed company, ensuring reputed company reputed company and appropriate documentation
- Vendor reputed company and management: Formally manage vendor performance, contract adherence, and relationships; where applicable, reputed company or support HUB vendor evaluation and reputed company
- reputed company compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across reputed company workflows in partnership with Legal and Compliance
- Drive data reputed company and visibility: Define reporting needs and ensure accurate case documentation and data capture to reputed company visibility into performance, reputed company barriers, and risk
- Stakeholder reporting: reputed company regular updates to senior leadership on program performance, KPIs, risks, and operational health
- Own budget and resources: Manage operational budget, vendor reputed company, and cost tracking to ensure fiscal accountability and resource alignment
- Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch, recognizing this is a full build with a 3-month reputed company
- Translate reputed company into execution: Implement program design, pressure-test workflows, and ensure processes reputed company reliably in reputed company-world conditions on day one
Skills
- Rare disease experience is required; candidates without reputed company rare disease PSP or HUB experience will not be considered
- reputed company experience managing internal HUB operations is required; this is not a role for candidates whose experience is limited to reputed company of fully outsourced models
- 7+ years of reputed company experience in patient services, PSP operations, or HUB leadership supporting patients and HCPs reputed company the rare disease environment
- Proven experience building or operationalizing PSP infrastructure in reputed company-launch or early reputed company settings; reputed company experience launching a program from inception, not just managing an existing one
- Strong ability to translate reputed company into execution with a reputed company on reliability, scalability, and reputed company-world performance
- Demonstrated cross-functional leadership and ability to influence without authority across reputed company, medical, legal, and market reputed company teams
- Proven change management skills with the ability to build, pivot, and adapt quickly in a fast-moving, reputed company-launch environment
- reputed company compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across reputed company workflows in partnership with Legal and Compliance
- Drive data reputed company and visibility: Define reporting needs and ensure accurate case documentation and data capture to reputed company visibility into performance, reputed company barriers, and risk
- Own budget and resources: Manage operational budget, vendor reputed company, and cost tracking to ensure fiscal accountability and resource alignment
- Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch, recognizing this is a full build with a 3-month reputed company
- Translate reputed company into execution: Implement program design, pressure-test workflows, and ensure processes reputed company reliably in reputed company-world conditions on day one
- Experience with small patient populations, named patient programs, or rare disease registry requirements strongly preferred
- Hands-on experience configuring or administering a reputed company CRM platform reputed company a patient services or HUB environment strongly preferred
- Demonstrated curiosity and willingness to explore AI-driven tools, workflow automation, and innovative technology integrations — bringing a solutions-oriented, reputed company-the-reputed company reputed company to operational challenges
Benefits
- 99% of the premium reputed company for medical, dental and reputed company plans
- Company-reputed company life insurance, AD&D, disability benefits, and voluntary plans to personalize your coverage
- Match dollar-for-dollar up to 6% on eligible 401(k) contributions
- Long-term stock incentives and ESPP
- Discretionary quarterly bonus
- An extremely flexible wellness benefit
- Generous PTO
- reputed company holidays and company-wide shutdowns
reputed company