Director, East Coast Patient Access Lead

Company Overview:

Kiniksa is dedicated to advancing novel therapies for patients facing rare diseases. Our commitment extends beyond innovation; we prioritize swift and affordable access to our treatments, delivering value stakeholders. This role is pivotal within our Commercial organization, tasked with leading a team of Patient Access Leads (PALs) to operational excellence and execution, thereby solidifying Kiniksa's standing in the biologics sector and ensuring patients can access prescribed therapies.

Role Overview:

As the Director, East Coast Patient Access Lead, you'll lead and manage a team of Patient Access Leads (PALs), guiding them in daily operations to ensure seamless patient access services. Working closely with the Director of Operations, you'll drive patient-centric care initiatives and enhance support services to meet the diverse needs of our patient community.

The PAL team is divided into two teams, east and west. This role will focus on the east team. The PALs work directly with patients, customers, internal stakeholders and external vendor partners to remove insurance obstacles, coordinate delivery logistics and educate patients regarding financial assistance support, if applicable. Reporting directly to the Vice President of Patient Services, you will provide leadership to our team of (PALs) and work on strategic projects to optimize patient service offerings.

Responsibilities:

Team Leadership:

• Lead, mentor, and provide ongoing guidance to a dedicated region of Patient Access Leads (PALs).
• Foster a culture of collaboration and excellence within the team, emphasizing patient access, ongoing support, and service delivery.
• Conduct regular team meetings to communicate updates, share best practices, and address challenges.
• Provide personalized coaching and feedback through one-on-one sessions, nurturing the professional growth of team members.

Operations Management:

• Collaborate with the Director of Operations to develop and implement strategies for optimizing patient access services.
• Monitor team performance metrics and implement corrective actions as needed to achieve targets.
• Ensure strict adherence to standard operating procedures (SOPs) and regulatory compliance.
• Identify opportunities for process improvement and lead initiatives to enhance operational efficiency and patient experience.
• Utilize and analyze data in performance reports to proactively identify operational trends that may require additional attention

Communications:

• Oversee the management of internal communication channels including, but not limited to the Kiniksa OneConnect and Specialty Pharmacy email boxes, coordinating responses and actions as necessary.
• Ensure timely handling of inquiries and escalations.
• Work closely with internal stakeholders to research and resolve escalated issues
• Identify opportunities to make adjustments to patient or customer communication patterns as needed in response to business or patient needs

Patient Support:

• Assist PALs in resolving escalated patient inquiries and issues promptly and with empathy.
• Support team by stepping in to support on PAL responsibilities during periods of vacancies and/or team time off.
• Collaborate closely with Specialty Pharmacy Partners and cross-functional teams to address access barriers and streamline processes.
• Serve as a patient advocate within the organization, championing initiatives that prioritize patient empowerment and satisfaction.

Training and Development:

• Coordinate comprehensive training and onboarding programs for new PALs, ensuring proficiency in program protocols and procedures.
• Provide ongoing coaching and development opportunities to enhance the skills and knowledge of team members.
• Encourage a culture of continuous learning and professional growth within the team.

Qualifications:

• Bachelor's or advanced degree with 8 years of experience in the pharmaceutical or related industry.
• Minimum 3 years of direct experience in patient services/hub services with oversight responsibilities.
• Demonstrated leadership skills, with excellent interpersonal and communication abilities.
• Ability to thrive in a dynamic, fast-paced environment.
• Experience in rare diseases, specialty medicines and/or specialty pharmacy operations are highly desirable.
• Proven track record in building strong internal and external relationships, including with patient advocates.
• Experience in developing comprehensive patient services programs within the pharmaceutical industry is highly desirable.
• Willingness to travel domestically, up to 30% of the time, including commitment to be at the Lexington, MA headquarters Monday – Thursday, timing will be dependent on business operational needs.

Kiniksa is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, transgender status, age, genetics, national origin, protected veteran status, or disability status, or any other legally protected category. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.