Associate Director, Patient Access & Experience (Remote)

Neurodegenerative diseases are one of the largest medical challenges of our time. Denali Therapeutics is a biotechnology company dedicated to developing breakthrough therapies for neurodegenerative diseases through our deep commitment to degeneration biology and principles of translational medicine. Denali is founded on the collaboration of leading scientists, industry experts, and investors who share the vision that scientific discovery energetically applied to translational medicine is the key to delivering effective therapies to patients.

We invite you to consider an opportunity with Denali to help achieve our goal of delivering meaningful therapeutics to patients.

Key Accountabilities/Core Job Responsibilities

National Patient Support:

• Serve as a national point of contact for an ultra-rare disease patient support program for patients, families and healthcare providers, collaborating with internal and external stakeholders to ensure a unified approach and seamless experience.
• Develop and maintain long-term relationships with patients/caregivers and their healthcare providers to provide support for starting and adhering to therapy, including product and disease education, navigating insurance and coordinating logistics for infusions.
• Provide peer leadership and coaching for program execution, ensuring alignment across team and support for escalated issues to deliver a consistent “best in class” patient experience and customer service.
• Use effective coaching techniques to maintain a high performing, motivated and engaged team that operates in alignment with business rules and procedures to ensure “best in class” patient experience and customer service.
• Maintain a deep understanding of Hunter syndrome and MPS therapy area, patient and community needs, available support resources and national patient access dynamics.
  
  

Program Operations & Cross-Functional Collaboration

• Partner with the Director, Patient Experience Lead to oversee day-to-day activities of the national patient program and assist with developing plans for effective program management, staffing and workloads to ensure the program operates seamlessly.
• Provide oversight for development and maintenance of key elements of operations (e.g. process, technology, compliance). Partner with internal & external stakeholders on trainings.
• Responsible for daily management of operational key performance indicators (KPIs) and performance dashboards across patient support touchpoints.
• Promote a culture of continuous improvement through regular feedback, process enhancements, and program improvements based on patient/caregiver and healthcare provider engagement.
• Lead cross-functional teams and key stakeholders on patient experience program initiatives and projects.
  
  

Qualifications/Skills

• Bachelor’s degree, life sciences preferred
• 8 years of experience supporting patients in pharma/healthcare, case management, social work or related field, with at least 2 years of leadership in a patient support program, integrated health care provider or managed care setting desired
• Preferred experience in rare disease, pediatrics and complex therapies, with a demonstrated passion for patient-centricity and customer-experience
• Ability to effectively engage with patients, caregivers and healthcare professionals, demonstrating empathetic listening to build trust and foster ongoing relationships
• Skilled at effectively educating patients, caregivers, and healthcare professionals on complex topics and ensuring understanding
• Proven expertise and experience with government and private payers; addressing access/reimbursement challenges and navigating complex insurance landscapes
• Demonstrated success working in a complex matrix working independently and cooperatively within teams to accomplish goals
• Strong coaching, problem-solving, communication and collaboration skills
• Bilingual (Spanish-speaking) preferred
• This role is remote with a preference for east coast coverage and flexible hours
• Ability to travel as required
  
  

Salary Range: $0.00 to $0.00 . Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience. Denali offers a competitive total rewards package, which includes a 401k, healthcare coverage, ESPP and a broad range of other benefits. Learn more at https://www.denalitherapeutics.com/careers

This compensation and benefits information is based on Denali’s good faith estimate as of the date of publication and may be modified in the future.This compensation and benefits information is based on Denali’s good faith estimate as of the date of publication and may be modified in the future.

Denali is committed to its core company value of unity by creating a diverse and inclusive environment. We are proud to be an equal opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, basis of disability, or any other federal, state, or local protected class.