DescriptionReporting to the Director of Patient Services, the Associate Director, Patient Services Operations will play a critical role in driving operational excellence across all patient services programs for existing and pipeline products. This role is responsible for supporting the development and continuous optimization of patient service initiatives that support pathways to reduce access barriers and streamline therapy initiation. This includes overseeing and enhancing hub program operations, patient access liaison and case manager workflows, SOPs, and affordability programs to drive operational excellence, efficiency, and patient access outcomes.
This role can be based in our Waltham, MA headquarters or fully remote. Waltham-based employees are required to be on site 3 days a week.
Responsibilities (including, but not limited to):- Support the Director of Patient Services with the planning, execution, and ongoing optimization of all patient services programs for existing and future product launches.
- Manage strategic relationships with ViridianCares partners, serving as the primary point of accountability and ensuring strong day-to-day partnership, performance, communication, and issue resolution.
- Escalate key risks, opportunities, and strategic decisions to the Director of Patient Services as appropriate.
- Act as a central point of coordination across the VRDN PAL team, Patient Services Operations, and key internal and external partners to help ensure seamless program execution and patient support.
- Support the review and resolution of complex patient access cases and escalations.
- Partner with internal and external stakeholders to help establish and maintain case triage processes, service-level expectations, and quality standards.
- Identify opportunities to enhance operational processes and recommend solutions that improve workflow efficiency, consistency, and overall team effectiveness.
- Operationalize and continuously optimize patient affordability programs, including copay assistance, PAP, free-drug programs, and financial support resources.
- Develop, maintain, and continuously improve standard operating procedures (SOPs), business rules, and workflow processes governing collaboration between ViridianCares PALs and other ViridianCares partners.
- Lead ongoing quality oversight and performance management activities for external ViridianCares partners, ensuring adherence to service expectations, operational requirements, and program objectives.
- Lead planning and execution activities associated with annual Open Enrollment and Reverification programs.
- Embed patient centricity into all patient services initiatives, ensuring programs, processes, and solutions support a seamless, compassionate, and personalized patient experience.
- Partner with Compliance, Legal, and other cross-functional stakeholders to ensure all Patient Services activities adhere to corporate policies, program requirements, and applicable regulatory standards
Qualifications:- Bachelor's degree required
- 8+ years of experience in pharmaceuticals/biotech, healthcare operations, patient support services, or access/reimbursement
- Demonstrated experience managing patient support programs and external hub or patient services partners, including performance oversight, issue resolution, and continuous improvement.
- Experience working with matrix partnerships specifically with Patient Access Liaisons (PALs), Case Managers, and Sales Teams
- Strong project management and cross-functional leadership skills
- Deep knowledge of compliance and regulatory requirements in the patient services space
- Proven ability to translate strategy into operational plans, lead complex initiatives, and improve processes using data, stakeholder input, and sound judgment.
- Excellent written and verbal communication skills, with the ability to align and influence internal stakeholders and external partners.
- Proven mindset of proactive continuous improvement
- Ability to work independently, prioritize competing demands, and consistently deliver high-quality results in a fast-paced environment.
- Strong attention to detail and commitment to quality, compliance, and accurate execution.
- Ability to work in a fast-paced environment and to handle multiple tasks
- Strong commitment to ethical standards
- Proficient with Microsoft Office suite (i.e., Word, PowerPoint, Excel, Outlook, SharePoint, etc.)
- Ability to travel up to 25%, based on business needs.
- The salary range for this position is commensurate with experience
Viridian offers a comprehensive benefits package including:
- Competitive pay and stock options for all employees
- Medical, dental, and vision insurance
- 100% Paid Parental Leave
- Short- and long-term disability coverage
- Life, Travel and AD&D
- 401(k) Company Match with immediate company vest
- Employee Stock Purchase plan
- Generous vacation plan and paid company holiday shutdowns
