Associate Director, Patient Services Case Management

Kyowa Kirin is a fast-growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four disease areas: bone and mineral; intractable hematologic; hematology oncology; and rare disease.  A Japan-based company, our goal is to make people smile by delivering breakthroughs where no adequate treatments currently exist, working from drug discovery to product development and commercialization. In North America, we are headquartered in Princeton, NJ, with offices in California, Massachusetts, and Ontario.

Summary of Job

As a key member of the Patient Services team, Associate Director (AD), Patient Services Case Management is responsible for ensuring consistent, efficient, and quality Patient Services operations in collaboration with the broader Patient Services leadership team. Overseeing the internal Patient Services team inclusive of Case Managers and Reimbursement Specialists, this key contributor will ensure a compliant patient and customer experience with Kyowa Kirin’s products. This individual will be an expert in Kyowa Kirin’s Patient Support processes and ensure that patients and customers receive the highest level of service. They will ensure the internal teams are appropriately helping patients start and stay on prescribed medicines.

The AD is required to exemplify strong leadership skills and support strong collaboration across the Patient Services leadership team. In addition, the AD will drive team business objectives and plans, team excellence, and cross-collaborative relationships. They will be expected to support program strategy, policy development, marketing, and technology enhancements acting as a subject matter expert in Patient Services processes and procedures. Strong working knowledge of industry trends and requirements is necessary. This role will work closely with the broader commercial teams to understand patient and customer needs and implement appropriate strategies across partners.

This individual will be responsible for ensuring that all program operations are in line with relevant laws, regulations, and Company Policies including HIPAA and Patient Privacy guidelines.

Essential Functions

 

The Associate Director, Patient Services will be responsible for the daily operation of Kyowa Kirin’s Patient Support Programs.

Manage day-to-day patient access and support services focused on internal team member(s) and case management.

Accountable for internal team performance to key metrics and quality standards

Holds team members accountable to following Business Rules, SOPs, and Rules of Engagement

Supports integration of Patient Support Programs into greater business units, processes, and objectives

Collaborates closely with Operational Excellence and Quality leads to ensure the team delivers a consistent experience for patients and customers.

Regularly coaches and provides feedback to team based on regular case reviews and quality monitoring.

Contributes to materials development, including communication templates and relevant marketing materials.

Demonstrates expertise in processes, systems, and data flow across Patient Services and Distribution partners, subject matter expert on all Kyowa Kirin patient support programs.

Executes business objectives related to Patient Services with operational excellence.

Responsible for performance, development, and satisfaction of internal Patient Services team members

Works closely with broader home office and field teams to facilitate seamless communication of Patient Services information and updates.

Partners with Training team to develop necessary Patient Services training for internal and external teams.

Continuously evaluate platforms, processes, and data and implement improvements as needed.

Work with internal and external Patient Services partners (Hub, PAP, co-pay, SPs, etc.) to ensure seamless patient experience in escalated cases.

Supports continual evaluation of existing Patient Support models across all brands.

Provides innovative, industry-leading strategy recommendations based on experience and benchmarking capabilities across the product and disease states.

Hold regularly scheduled status calls and necessary follow-ups to appropriately manage teams and partners.

Run daily reports to support operational efficiencies.

Ensures individual and program compliance with all laws, regulations, and policies that govern the conduct of patient support programs or activities and patient privacy

 

Education

 

Bachelor’s degree or equivalent experience required.

Experience

 

A minimum of 7 years of experience in Patient Services in the biotech/pharmaceutical industry required.

Experience working with Specialty Pharmacies required.

Experience in Rare diseases required.

Expert knowledge of Case Management, reimbursement landscape, patient support program strategy, operational processes, technology, and data.

Sufficiently experienced in team leadership; can persuade and influence others; manage conflicts appropriately.

Detailed understanding of Patient Services regulatory and compliance landscape and requirements; experience in audit circumstances and knowledge of investigative processes

Detailed understanding of the payer landscape, all product types

Demonstrated ability to effectively recruit, develop, and retain top talent.

Excellent tactical and operational execution skills

Product launch experience preferred.

Proven ability to identify, develop, implement, and execute operational efficiencies in processes and procedures.

In-depth knowledge and understanding of specialty channel patient-level data.

Experience with data analysis and evaluation required.

Proven ability to drive operational growth and meet key standard performance objectives.

Strong business acumen. A fluent understanding of reimbursement process terminology is required

Technical Skills

Proficient in MS Office Suite.

Non-Technical Skills

Demonstrated ability to organize, prioritize, meet deadlines, make decisions, and change course of action quickly. Strong interpersonal and communication skills. Strong work ethic is required. Detail oriented and excellent follow through. Has the ability to flex and deal with ambiguity in a dynamic, fast-paced, high growth environment. Has a passion for personal learning and development to be able to grow with the company. Cultural sensitivity and ability to develop consensus within a multinational organization

Travel

Requires up to 25% domestic and international travel

KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions

It is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law.

When you apply to a job on this site, the personal data contained in your application will be collected and stored by Kyowa Kirin, Inc. (“Controller”), which is located at 510 Carnegie Center, Suite 6, Princeton, NJ 08540 USA and can be contacted by emailing kkus.talentacquisition.8h@kyowakirin.com. Controller’s data protection officer can be contacted at usprivacyoffice@kyowakirin.com . Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of General Data Protection Regulation (EU) 2016/679 (“GDPR”) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. 

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be made using appropriate additional safeguards under the standard contractual clauses approved by regulators for transfers of personal data outside the European Union.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.  Under the GDPR, if you are located in the European Union, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability, and to lodge a complaint with an EU supervisory authority. If you have any questions about our use of your data, you may contact us by email at usprivacyoffice@kyowakirin.com .

Recruitment & Staffing Agencies

 

Kyowa Kirin does not accept agency resumes unless contacted directly by internal Kyowa Kirin Talent Acquisition. Please do not forward resumes to Kyowa Kirin employees or any other company location; Kyowa Kirin is not responsible for any fees related to unsolicited resumes. 

The anticipated salary for this position will be $160,000 to $190,000.  The actual salary offered for this role at commencement of employment may vary based on several factors including but not limited to relevant experience, skill set, qualifications, education (including applicable licenses and certifications, job-based knowledge, location, and other business and organizational needs.

Kyowa Kirin provides a comprehensive compensation and benefits package which includes:

Medical, Dental & Vision Insurance, Basic and Voluntary Life and AD&D Insurance, Short- and Long-Term Disability Insurance, Flexible Spending Accounts, and Health Savings Account, Business Travel Insurance, Employee Assistance Programs

Pet Insurance

Retirement Savings 401k with company match 

Well-Being and Work-Life Programs Including Gympass, Nutrition Counseling, , Volunteer Time Off, Flexible Work Arrangements, Parental Leave, Adoption Assistance, and TouchCare Insurance & Billing Support

Generous Paid Time Off, Sick Time, & Paid Holidays

Perks and Discounts with Tickets at Work and LifeMart

Reward & Recognition Programs

Career Development and Training 

 

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