Senior Director – Head of Patient Services

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🔥 3 hours ago

🇺🇸 United States – Remote

💵 $240k - $315k / year

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 0%

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Capricor Therapeutics, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2005

🏥 Healthcare

🧬 Biotechnology

💊 Pharmaceuticals

Healthcare • Biotechnology • Pharmaceuticals

Capricor Therapeutics, Inc. is a clinical-stage biotechnology company developing cell- and exosome-based therapeutics, focused on precision medicine for Duchenne muscular dystrophy and other serious diseases. The company advances allogeneic cardiosphere-derived cells (CDCs) and exosome platforms across a multi-stage pipeline, including investigational cell therapy (deramiocel) and approaches for loading therapeutic oligonucleotides into exosomes. Capricor emphasizes patient-focused development, translational research, and strategic partnerships to bring novel biologic medicines to patients.

📋 Description

• Lead the design, implementation, and ongoing management of Capricor's U.S. patient services organization for the anticipated launch of deramiocel, a cell therapy for Duchenne muscular dystrophy • Develop and execute the U.S. patient services strategy and launch-readiness plan • Build and lead an integrated patient support model covering referral and enrollment, benefits investigation, prior authorization and appeal support, case management, affordability, treatment coordination, and ongoing patient support • Map, standardize, and improve the patient and caregiver journey • Establish governance, escalation pathways, business continuity plans, and service standards • Lead implementation and day-to-day oversight of hub and patient services vendors • Design and manage financial assistance and affordability programs • Partner with Market Access and field reimbursement teams on payer policies, reimbursement requirements, and access pathways • Lead treatment-center onboarding and readiness • Define handoffs among the hub, treatment centers, specialty pharmacy, distribution partners, field teams, patients, and caregivers • Develop escalation protocols for access barriers, incomplete referrals, scheduling delays, and treatment-center capacity constraints • Lead vendor implementation, budget management, business reviews, service-level agreements, KPIs, quality measures, and launch-readiness dashboards • Define data requirements, integrations, reporting cadence, privacy controls, and issue-resolution processes • Use operational insights to identify root causes, drive corrective actions, and improve program effectiveness and scalability • Develop and maintain SOPs, work instructions, training materials, and documentation standards • Ensure compliance with regulatory, legal, privacy, quality, and company requirements • Partner with Quality and Compliance on monitoring, auditing, deviations, corrective actions, and vendor oversight • Maintain inspection-ready documentation and promote patient focus, accountability, and disciplined execution • Build and lead the patient services organization, including future roles as business needs evolve • Own workforce planning, hiring, onboarding, training, coaching, and performance management • Set objectives and operating norms, develop team capabilities, and foster collaboration • Serve as the senior internal subject-matter expert for patient services and provide updates, recommendations, and risk assessments to executive leadership • Perform other duties consistent with the scope and seniority of the role

🎯 Requirements

• Bachelor's degree required • Progressive experience in patient services, hub operations, or a related function within the biotechnology or pharmaceutical industry, including meaningful leadership responsibility • Demonstrated success building, launching, or scaling patient support programs for rare disease, specialty, or other complex therapies • Deep working knowledge of benefits investigation, prior authorization and appeals processes, case management, affordability programs, and patient access operations • Experience managing external vendors, budgets, contracts, implementation plans, service levels, and performance improvement • Strong cross-functional leadership, problem-solving, and decision-making skills • Ability to translate strategy into detailed execution • Ability to operate effectively in a fast-paced, growth-stage environment with evolving priorities and a high degree of accountability • Excellent written, verbal, and executive communication skills • Strong attention to detail and documentation discipline • Advanced degree or clinical credential such as an MBA, MPH, RN, PharmD, or comparable qualification preferred • Experience with cell therapy, gene therapy, infused products, or other therapies requiring coordinated treatment-center readiness and high-touch patient support preferred • Experience establishing patient services capabilities from the ground up in a pre-commercial or early-commercial biotechnology company preferred • Familiarity with rare-disease patient communities, caregiver needs, and family-centered support models preferred • Experience with patient services technology, data integrations, dashboards, privacy requirements, and operational analytics preferred • Strong problem-solving and decision-making skills • Vendor management and negotiation skills • Ability to work in a fast-paced, rapidly scaling environment • Ability to influence without authority and collaborate effectively across functions

🏖️ Benefits

• Discretionary annual performance bonus eligibility • Long-term equity incentive awards may be available depending on role level • Employer-sponsored medical coverage • Employer-sponsored dental coverage • Employer-sponsored vision coverage • Company-paid basic life insurance • Company-paid AD&D insurance • 401(k) plan with company match • Paid time off • Company holidays • Paid parental leave • Additional voluntary benefits • Wellness programs may be available

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