Associate Director, Patient Support Services

Job Summary

 Reporting to the Director of Market Access Trade and Distribution, The Associate Director will be responsible for all aspects of operational management of the patient support/hub/digital pharmacy programs for Harrow’s Anterior Segment therapies. This essential role is responsible for managing the interface and operations of the patient services Hub and all patient access and support services, including monitoring all hub objectives/KPIs associated with an effortless patient journey. This individual will work with the Director of Market Access Strategy to achieve a tactical alignment with business rules execution and patient support strategies used by the vendor hub/digital pharmacies.  Key areas of day-to-day management will be fee structure and overall performance of the hub/digital pharmacy staff. 

Core Responsibilities

  Manage Digital Pharmacy HUB vendors and partners for external patient support and functions.

Manage hub data and review weekly.  Identify trends and gaps/opportunities.

Monitor and manage the day-to-day relationship, operations, and performance of highly customer-focused HUB/Patient access call center (including call-center support, copay card, patient assistance program, ongoing support, etc.).

Leads operational excellence across all affiliated patient support vendors and ensures business success

Designs and leads continual improvement and qualitative initiatives to improve patient outcomes

Leads planning/execution of strategic and operational plans and KPI monitoring

Monitors/manages processes that ensure rules and support programs meet key regulatory and legal complaint requirements.

Develops and implements performance management processes to ensure comprehensive inspection and continual improvement of activities

Utilizes project management skills, methodologies, and tools to align requirements, timelines, deliverables, and success measures

Source new, innovative vendors as needed that could transform or streamline patient access processes & experiences through innovation and operational efficiencies.

Identify variance between actual and budgeted financial results at the end of each reporting period (month) and communicate/escalate discrepancies accordingly.

Qualifications & Requirements

• Experience in Pharmacy Ops, Hubs, Trade & Distribution
• Specialty Pharmacy Experience
• Proficiency in Word, Excel and PowerPoint
• Bachelor’s Degree
• 5 years of experience in the pharmaceutical, biopharma, medical device industry
• Minimum 3 years of experience in patient support/pharmacy/market access
• Innovation with direct to patient and direct to provider communication re: patient affordability.
  • Emphasis with patient as a payer with direct to patient marketing for underpromoted products with cash pay.
• Working knowledge of patient programs and services
• Has experience with branded products
• Able to perform in a fast-paced environment, manage multiple priorities simultaneously, and communicate complex information clearly
• Resourcefulness in getting access to decision makers, directly or indirectly, to represent the company's products
• Demonstrated problem-solving and team building skills
• Outstanding customer relationship building skills with ability to work with a diverse audience and influence cross functionally
• Has a strong business acumen and a compliance mindset
• Strong collaborator - respectful and accountable

Position Type

• Corporate based: Burton Hills Office of Harrow, Inc.  Nashville, TN.

Travel

• 15%