Senior Director, US Customer Experience and Patient Services

🔥 8 minutes ago

🇺🇸 United States – Remote

💵 $237.6k - $338.3k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Gilead Sciences

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1987

🧬 Biotechnology

💊 Pharmaceuticals

⚕️ Healthcare Insurance

Biotechnology • Pharmaceuticals • Healthcare Insurance

Gilead Sciences is a leading biopharmaceutical company that focuses on discovering, developing, and delivering innovative therapeutics for patients with life-threatening diseases. The company is highly recognized for its contributions in virology, particularly HIV and hepatitis, and is actively expanding its therapeutic reach into fields like oncology and inflammation. Gilead has a strong pipeline of medicines, with over 25 products available globally and 50 clinical programs. Known for its commitment to health equity, the company also actively funds HIV research and causes. Gilead's dedication to scientific innovation and health equity aims to tackle the world's most pressing health challenges, improving patient lives globally.

📋 Description

• The Senior Director, Head of US Customer Experience and Patient Services reports to the Executive Director, Head of US Market Access (USMAx) and is responsible for the strategy, enablement, tactical execution, and performance of all of Kite’s US customer experience, patient access, and reimbursement support services • Lead Kite’s US Case Management team and is responsible for the Patient Navigator team in partnership with AssistRx • Partner closely with all relevant cross-functional stakeholders to assess potential need for a field reimbursement team and potentially build out and lead this team • Collaborate with the Customer Experience team, Quality Assurance, Supply Chain Logistics, and other cross-functional partners to ensure optimal patient access and fulfillment of cell therapy for all eligible patients • Develop and manage SOPs for Patient Services Team to provide superior patient assistance services, enhance efficiency of team members’ roles, improve efficient call handling and improve external perceptions • Responsible for the continued development, maintenance, and performance of KiteKonnect.com and all relevant and connected tools and resources • Develop call center metrics to measure the teams’ successes and performance • Serve as an internal/external point-of-contact for all relevant business issues related to the Kite Konnect Hub, its patient support programs, and distribution for all cell therapies • Collaborate with all commercial functions including Account Management, Marketing, Market Access and Customer Engagement to facilitate solutions for account and patient related issues • Work closely with the Finance team to track costs and forecast operational expenses • Lead presentations and develops material for internal training of the Market Access Director teams

🎯 Requirements

• Advanced scientific degree (i.e., MD, PharmD, PhD) and 12+ years of experience OR Master’s Degree and 12+ years of experience OR Bachelor’s Degree and 14+ years of experience • 10+ years of related experience in a variety of relevant strategic and operational roles within the biopharma industry, including significant experience with patient access and services • Demonstrated ability to collaborate cross-functionally and influence decision making, strategy, and execution across partners and functions • Demonstrated high levels of emotional intelligence, situational awareness, ability to build and influence positive culture across teams • Deep strategic experience leading change-based initiatives, home office functional teams, and/or marketing & strategy projects • Deep understanding of the reimbursement landscape for CAR-T and the unique aspects of single case agreements, network requirements, etc. • Strong leadership and coaching experience with a commitment to hire, develop, retain, and motivate a great team of contributors • Demonstrated ability to deliver results, improve processes and procedures, and manage operational complexities • Excellent strategic thinker with the ability to formulate, develop and execute strategy based on applied analytical skills and broad team and industry perspectives • Strong knowledge of the commercial pharmaceutical market and its customers • Ability to leverage and optimize partnerships with other functions, including Information Technology, Legal, Compliance, Financial Planning and Analysis, Supply Chain, Operations, etc. • Ability to make decisions that balance a variety of factors to achieve optimal outcomes • Demonstrates confidence and able to effectively influence senior business leaders • Ability to effectively manage several direct reports according to Kite and departmental standards • Ability to multi-task with multiple interruptions in a deadline-intensive environment • Travel up to 30%

🏖️ Benefits

• company-sponsored medical, dental, vision, and life insurance plans* • discretionary annual bonus • discretionary stock-based long-term incentives (eligibility may vary based on role) • paid time off • benefits package