Summary of Position:The
Rx Onboarding and Care Coordinator Lead, East (ROCC Lead, East) is a field-based regional leader responsible for leading, coaching, and developing a team of Rx Onboarding and Care Coordinators who support patients and caregivers throughout their SMA treatment journey.
This role serves as part of the
Access, Case Management and Education Center of Excellence (ACE CoE) driving consistent execution, role clarity, governance, best practices, and escalation management across the East Region. The ROCC Lead partners closely with cross-functional stakeholders to improve patient onboarding, treatment initiation, access, and ongoing therapy support while ensuring a consistent patient, caregiver, healthcare provider, and infusion center experience.
The ideal candidate brings strong people leadership, patient access expertise, rare disease experience, and the ability to drive execution in a dynamic launch environment.
Position Responsibilities:Team Leadership & Development- Lead, coach, and develop a team of ROCCs across the East Region by providing ongoing performance feedback, field coaching, and development support.
- Reinforce role clarity, compliant ways of working, and patient-centric behaviors.
- Support onboarding, training, and capability development across the team.
- Foster a culture of accountability, collaboration, empathy, and continuous improvement.
Center of Excellence Leadership- Serve as regional lead for the ROCC role within the ACE CoE.
- Establish and reinforce standards, best practices, and operating procedures.
- Ensure consistent execution, governance, and accountability across patient support activities.
- Lead regional escalation management and support resolution of complex access, reimbursement, site-of-care, and patient experience challenges.
- Identify operational gaps, emerging trends, and patient journey barriers and partner cross-functionally to implement solutions.
- Share field insights to inform CoE standards, training, metrics, and process improvements.
Patient Access & Care Coordination- Oversee patient onboarding, education, access coordination, and care navigation activities throughout the treatment journey.
- Support complex patient cases and provide guidance on non-clinical barriers to treatment.
- Help ensure patients and caregivers have access to appropriate educational, financial, and logistical support resources.
- Monitor patient journey metrics and identify opportunities to improve treatment initiation and ongoing patient experience.
Cross-Functional Leadership- Partner closely with Field Reimbursement, Infusion Educators, Case Managers, Account Managers, Specialty Pharmacy, Advocacy, Marketing, Compliance, and other internal stakeholders.
- Drive collaboration to resolve barriers, improve processes, and deliver a seamless patient and provider experience.
- Communicate regional insights, risks, trends, and recommendations to leadership.
Operational Excellence & Compliance- Establish consistent operating rhythms, team communications, case reviews, and coaching activities.
- Monitor execution, documentation quality, and follow-up on patient support activities.
- Ensure compliance with all company policies and applicable legal, regulatory, privacy, and reporting requirements.
- Support effective use of systems, data, reporting, and escalation processes to drive execution excellence.
Candidate Requirements:- 8+ years of experience in biotechnology, pharmaceuticals, patient services, patient access, reimbursement, HUB services, case management, field reimbursement, or related functions.
- Prior experience leading patient support, access, reimbursement, care coordination, or field-based teams.
- Strong knowledge of patient access, benefit verification, prior authorization, affordability programs, specialty pharmacy, HUB services, and reimbursement processes.
- Experience supporting complex therapies, rare diseases, infusion therapy, buy-and-bill, and site-of-care models preferred.
- Demonstrated success leading teams, managing escalations, and driving consistent execution across regions.
- Strong cross-functional collaboration, communication, and leadership skills.
- Launch experience preferred.
- Knowledge of HIPAA, FDA, OIG, adverse event reporting, and compliance standards.
- Bilingual Spanish preferred.
