Director, Patient Support Program Operations

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $215k - $235k / year

⏰ Full Time

🔴 Lead

📋 Program Manager

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Praxis

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2002

🧬 Biotechnology

⚕️ Healthcare Insurance

🔬 Science

Biotechnology • Healthcare Insurance • Science

Praxis is a company dedicated to connecting patients with meaningful clinical trial opportunities. With a focus on creating customized recruitment programs, Praxis utilizes a variety of specialized tools and extensive experience across various therapeutic areas to ensure they reach the right patients worldwide. Established in 2002, the company emphasizes the importance of patient engagement and utilizes sophisticated data insights to enhance the patient journey in clinical research.

📋 Description

• Operationalize the HUB: Stand-up core PSP operations including intake pathways, process flows, SOPs, training materials, call guides, FAQs, and quality controls • Support Salesforce CRM build and systems integrations: Partner with vendor partners and technology teams to support CRM configuration, data flows, and end-to-end systems integrations; ensure tools are connected, functional, and aligned to HUB workflows; willing to explore and implement AI-powered features, automation capabilities, and emerging integrations to drive operational efficiency and unlock new ways of working • Build, manage and lead day-to-day operations: Recruit, onboard, develop and performance manage a high-performing patient support team, establishing clear roles, accountability structures, and a culture of excellence ahead of launch • Establish and manage performance standards: Define SLAs, monitor performance, conduct root-cause analysis, and hold teams and vendors accountable • Partnership & Collaboration: Ensure clear, consistent handoffs across HUB, field teams, MSLs, market access, and vendor partners; serve as the primary operational liaison across commercial, medical, legal, and market access functions, influencing without authority to drive alignment • Own the patient and HCP experience: Take end-to-end ownership of the patient and HCP journey, ensuring every touchpoint is seamless, compliant, and centered on access and support outcomes • Manage escalations: Own complex case escalations, patient safety events, and adverse event reporting pathways, ensuring timely resolution and appropriate documentation • Vendor oversight and management: Formally manage vendor performance, contract adherence, and relationships; where applicable, lead or support HUB vendor evaluation and onboarding • Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and Compliance • Drive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and risk • Stakeholder reporting: Provide regular updates to senior leadership on program performance, KPIs, risks, and operational health • Own budget and resources: Manage operational budget, vendor contracts, and cost tracking to ensure fiscal accountability and resource alignment • Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch, recognizing this is a full build with a 3-month runway • Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions on day one

🎯 Requirements

• Rare disease experience is required; candidates without direct rare disease PSP or HUB experience will not be considered • Direct experience managing internal HUB operations is required; this is not a role for candidates whose experience is limited to oversight of fully outsourced models • 7+ years of progressive experience in patient services, PSP operations, or HUB leadership supporting patients and HCPs within the rare disease environment • Proven experience building or operationalizing PSP infrastructure in pre-launch or early commercial settings; direct experience launching a program from inception, not just managing an existing one • Experience with small patient populations, named patient programs, or rare disease registry requirements strongly preferred • Strong ability to translate strategy into execution with a focus on reliability, scalability, and real-world performance • Demonstrated cross-functional leadership and ability to influence without authority across commercial, medical, legal, and market access teams • Proven change management skills with the ability to build, pivot, and adapt quickly in a fast-moving, pre-launch environment • Hands-on experience configuring or administering a Salesforce CRM platform within a patient services or HUB environment strongly preferred • Demonstrated curiosity and willingness to explore AI-driven tools, workflow automation, and innovative technology integrations — bringing a solutions-oriented, outside-the-box mindset to operational challenges

🏖️ Benefits

• 99% of the premium paid for medical, dental and vision plans • Company-paid life insurance • AD&D • Disability benefits • Voluntary plans to personalize your coverage • 401(k) contributions matched dollar-for-dollar up to 6% • Long-term stock incentives • Employee Stock Purchase Plan (ESPP) • Discretionary quarterly bonus • Flexible wellness benefit • Generous PTO • Paid holidays • Company-wide shutdowns