Associate Director, Patient Services, Case Management

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Kyowa Kirin, Inc.- U.S.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💊 Pharmaceuticals

🧬 Biotechnology

🏥 Healthcare

Pharmaceuticals • Biotechnology • Healthcare

Kyowa Kirin, Inc. - U. S. is a specialty pharmaceutical company dedicated to making a profound impact on patient lives. As a part of a global enterprise, it focuses on using advanced biotechnologies to discover and deliver innovative medicines, primarily targeting hard-to-treat diseases and aiming for life-changing outcomes. The North America division, with offices in New Jersey and California, emphasizes drug discovery, product development, and commercialization in areas such as oncology, immunotherapy, and rare diseases.

📋 Description

• Oversee the daily operation of Kyowa Kirin’s Patient Support Programs. • Manage day-to-day patient access and support services, focusing on internal team members and case management. • Hold the internal team accountable for key metrics, quality standards, Business Rules, SOPs, and Rules of Engagement. • Support integration of Patient Support Programs into broader business units, processes, and objectives. • Collaborate with Operational Excellence and Quality leads to deliver a consistent patient and customer experience. • Coach team members and provide feedback through case reviews and quality monitoring. • Develop communication templates, marketing materials, and Patient Services training. • Serve as a subject matter expert on Patient Services processes, systems, data flow, and patient support programs. • Execute Patient Services business objectives with operational excellence. • Oversee the performance, development, and satisfaction of internal Patient Services team members. • Collaborate with home office, field teams, Training, and internal and external Patient Services partners. • Evaluate platforms, processes, data, and Patient Support models and implement improvements. • Manage escalated cases with Hub, PAP, co-pay, and specialty pharmacy partners. • Recommend innovative strategies based on industry experience and benchmarking across products and disease states. • Hold status calls and follow up with teams and partners. • Run daily reports to support operational efficiency. • Ensure program operations comply with applicable laws, regulations, Company Policies, HIPAA, and patient privacy requirements.

🎯 Requirements

• Bachelor’s degree or equivalent experience required. • Minimum of 7 years of experience in Patient Services in the biotech/pharmaceutical industry required. • Experience working with Specialty Pharmacies required. • Experience in rare diseases required. • Expert knowledge of case management, reimbursement landscape, patient support program strategy, operational processes, technology, and data. • Experience in team leadership, persuasion, influence, and conflict management. • Detailed understanding of Patient Services regulatory and compliance requirements, including audit and investigative processes. • Detailed understanding of the payer landscape across product types. • Ability to recruit, develop, and retain top talent. • Strong tactical and operational execution skills. • Product launch experience preferred. • Ability to identify, develop, implement, and execute operational efficiencies. • In-depth knowledge of specialty channel patient-level data. • Experience with data analysis and evaluation required. • Ability to drive operational growth and meet standard performance objectives. • Strong business acumen and fluent understanding of reimbursement process terminology required. • Proficiency in MS Office Suite. • Ability to organize, prioritize, meet deadlines, make decisions, and change course quickly. • Strong interpersonal and communication skills and strong work ethic. • Detail orientation and excellent follow-through. • Ability to handle ambiguity in a dynamic, fast-paced, high-growth environment. • Passion for personal learning and development. • Cultural sensitivity and ability to develop consensus within a multinational organization. • Up to 25% domestic and international travel required.

🏖️ Benefits

• Medical, Dental & Vision Insurance • Basic and Voluntary Life and AD&D Insurance • Short- and Long-Term Disability Insurance • Flexible Spending Accounts • Health Savings Account • Business Travel Insurance • Employee Assistance Programs • Pet Insurance • Retirement Savings 401k with company match • Well-Being and Work-Life Programs Including Gympass, Nutrition Counseling, Volunteer Time Off, Flexible Work Arrangements, Parental Leave, Adoption Assistance, and TouchCare Insurance & Billing Support • Generous Paid Time Off, Sick Time, & Paid Holidays • Perks and Discounts with Tickets at Work and LifeMart • Reward & Recognition Programs • Career Development and Training