Operations Lead, Patient Access Services

5 - 7 years experience  •  Biotech/Pharma

Salary depends on experience
Posted on 09/22/17
Waltham, MA
5 - 7 years experience
Salary depends on experience
Posted on 09/22/17

The Alkermes Operations Lead, Patient Access Services is a program resource for the RAS team. The Lead will be responsible for ensuring the day-to-day operations run smoothly, and will be a resource, mentor and coach to RAS team members as needed. They also serves as the intermediary between the RAS team and Patient Access Services (PAS) Leadership for operations-based activities. This individual may disseminate information to the team as needed, and is responsible for identifying training needs and systems enhancements. The Team Lead will carry a reduced territory load as an RAS.



  • Maintain extensive knowledge of Alkermes products, RAS processes and role responsibilities.
  • Act as a dedicated resource to RAS team: Be the “on floor” advisor to assist in solving complex issues that require escalation.
  • Train new hires and participate in ongoing mentoring of team members.
  • Monitor and update the training materials, job aids and work instructions as needed.
  • Assist in the maintenance and enhancement of RAS systems to ensure data quality, includes organizing or participating in relevant cross functional meetings.
  • Provide insight about data quality issues, and participate in key initiatives to make improvements.
  • Compile RAS Team best practices to identify opportunities for process improvements; initiate improvements department-wide.
  • Assist with development  of program utilizationreports to be provided to the field
  • Act as the liaison between the PAS management and the RAS team
  • Assist PAS management with vendor escalations
  • Work in concert with PAS Leadership and RAS team to ensure vision and objective of RAS team are met.
  • Escalating any unresolved issues to PAS Leadership.
  • Foster an environment conducive to trust, open communication, creative thinking, and cohesive team effort.

Reduced RAS Territory responsibilities include:

o Assist external customers with elevated patient access issues

o Be the central knowledge base of reimbursement and market access related information for a region

o Consolidate reimbursement and access related information from multiple regional sources and disseminate to the appropriate internal and external stakeholders

o Utilize centralized database to verify information and track issues to resolution

o Maintain database accuracy and work with internal and external customers to validate information

o Build and maintain relationships with sales, market access, and third party service provider(s); prepare for and attend frequent conference calls with various teams

o Responsible for day-to-day quality checks on third party service provider(s)



  • Bachelor’s degree and 5+ years of experience with exposure or responsibilities related to training, program/project management, and customer care/ case management roles. Will consider other equivalent experiences.
  • Ability to adapt to change, and prioritize in a dynamic and complex environment.
  • Strong interpersonal skills to build and leverage trusting relationships.
  • Ability to travel on occasion when business needs arise.
  • High knowledge of reimbursement (claims, appeals, prior authorization etc.).
  • Experience working with Pharmaceutical sales teams & sales leadership.
  • Strong analytical skills – ability to understand, create, and interpret reports, as well as maintain spreadsheets.
  • Problem solving skills – ability to identify an issue and use all available resources to find the most effective and efficient resolution.
  • Viewed as a leader with the ability to work independently as well as collaboratively.
  • Seasoned project management skills.
  • Excellent verbal and written communication skills.
  • Seasoned ability to multi-task, be organized with high attention to detail.
  • Experience and understanding of customer service metrics and operations in the pharmaceutical industry.
  • Proficiency in Microsoft Outlook, Visio, Word, Excel, and Power Point


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