About the roleThe Senior Director, Patient Services is the head of Zevra's patient services organization and is responsible for the strategic direction and oversight of Zevra's Patient Services model, Amplify Assist. In this pivotal role, they will lead the operations and external partners (Specialty Pharmacy, HUB, Field Case Managers) to provide a best-in-class patient experience focused on providing helpful resources and information to assist in the reimbursement and access journey, from the time they are prescribed a Zevra product, throughout their duration of therapy and beyond. The Senior Director, Patient Services is expected to deliver Patient Support Programs across disease states and patient populations aimed to ensure patient access, and successful initiation; to initiate benefits investigation and identify relevant and timely information to empower prescribers and patients with the resources they need to gain access to Zevra's medications as prescribed. This individual will lead a team of field case managers who provide support to HCPs and their offices to facilitate access. The Senior Director, Patient Services will oversee patient support teams, partners, and vendors, including Field Case Managers (FCM). The role is responsible for maintaining an updated patient data management system, and determine workflow for FCMs. They will work cross-functionally with the broader Zevra team to develop, implement, and maintain superior patient service offerings and programs that empower patients and customers to manage their treatment experience. The ideal candidate will possess strong leadership skills, deep knowledge of patient support programs, and a passion for improving patients' lives.
What you'll do- Develop and implement strategic initiatives to enhance patient services, aligning with the company's mission and values.
- Responsible for the overall strategy, development, and maintenance of the Patient Services model and operation across all business units
- Lead, mentor, and provide guidance to a team of patient service professionals, FCMs, fostering a collaborative and supportive work environment.
- Oversee all Patient Services vendors, including HUB services, copay programs, financial assistance programs, outsourced field services, etc.
- Ensure patient data is ingested, maintained, managed, and used in an ethical and compliant way in collaboration with legal regulations.
- Create, develop, and implement all service offerings and tactics related to Patient Services, Reimbursement, and Access to support unique product and patient needs.
- Responsible for creation and maintenance of business rules and related program documentation (i.e., SOPs, policies) to ensure program compliance with industry standards.
- Establish program Key Performance Indicators (KPIs) and measure performance against them.
- Work closely with counterparts to ensure alignment with overall business strategy
- Drive cross-functional alignment with all business partners including external vendors
- Implement innovative uses for Patient Services data and insights to compliantly support commercial business objectives
- Utilize data, insights, and feedback from patients, customers to continually optimize support services and offerings
- Develop and manage patient services budget, allocating resources effectively to meet program goals
Qualifications- Bachelor's required; degree in healthcare, life sciences, or related field; advanced degree preferred.
- A minimum of 10 years of progressive experience in Patient Services/Access, with at least 5 years in a leadership role within the biotech or pharmaceutical industry is required.
- Experience working with Specialty products is required
- Experience in Rare Disease preferred
- Expert knowledge of Patient Support Programs and Field Access Solutions
- Significanly experienced in team leadership and vendor management skills; can persuade and influence others; manage conflicts appropriately
- Detailed understanding of Patient Services regulatory and compliance landscape and requirements; experience in audit circumstances and knowledge of investigative processes
- Understanding of specialty pharmacy and payer landscape
- Ability to build organizational personnel structure
- Demonstrated ability to recruit, develop, and retain top talent effectively
- Excellent tactical and operational execution skills with proven ability to identify, improve and implement operational processes and procedures
- Experience with data analysis and evaluation required
- A fluent understanding of reimbursement process terminology is required.
Technical Skills
- Proficient in MS Office Suite.
- Experience with CRM platform build and development required; experience with Salesforce/Veeva platforms preferred
- Experience with Channel Data Aggregation is required
