Senior Director, Patient Services

Kyowa Kirin is a fast growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four areas of unmet need: oncology, nephrology, immunology and CNS/movement disorders. The North America organization includes three offices (in New Jersey and California) that focus on drug discovery, product development, and commercialization. Together, we work as a close-knit team to understand clinical needs and advance innovations that can have a profound impact on patient lives.

The Senior Director, Patient Services is the head of the North American Patient Services organization and is responsible for the strategic direction and oversight of Kyowa Kirin North America’s Patient Services model. In this pivotal role, they will lead the operations teams and external partners to provide a best-in-class support experience focused on providing helpful resources and information to patients with unique journeys and experiences, from the time they are prescribed a Kyowa Kirin product, throughout their duration of therapy and beyond.  The Sr. Director, Patient Services is expected to deliver Patient Support Programs across multiple business units, disease states, and patient populations aimed to ensure patient access, and successful initiation, and provide relevant and timely information to empower patients with the resources they need to adhere to medications as prescribed. This individual will lead a team of clinical and access experts who connect the dots of the patient experience by providing support to patients and caregivers in a way that is important for their individual needs.

The Senior Director, Patient Services will oversee internal and external patient support teams, partners, and vendors, including Case Management, Patient Access Liaisons, and Patient Services Operations. They are responsible for patient data management, systems, and patient services technology platforms. They will work cross-functionally with the broader Kyowa Kirin 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.

Essential Functions:

• 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 diverse team of patient service professionals, 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 and compliance
• 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 business unit counterparts to ensure alignment with overall business strategy
• Drive cross-functional alignment with all business partners including external partnerships
• Implement innovative uses for Patient Services data and insights to compliantly support commercial business objectives
• Utilize data, insights, and feedback from patients, customers, and the KK team to continually optimize support services and offerings
• In collaboration with legal and compliance teams, ensure model and program compliance with industry legal and regulatory guidelines while maintaining patient confidentiality
• Develop and manage patient services budget, allocating resources effectively to meet program goals

Education

• Bachelor’s required; degree in healthcare, life sciences, or related field; advanced degree preferred.

Experience

• 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 required
• Expert knowledge of Patient Support Programs and Field Access Solutions, including patient access liaisons, nursing support, patient support program strategy, operational processes, technology, and data
• Significantly 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 payer landscape, all product types (retail, specialty, buy-and-bill)
• Ability to build organizational personnel structure
• Demonstrated ability to recruit, develop, and retain top talent effectively
• Excellent tactical and operational execution skills
• Product launch experience preferred
• Proven ability to identify, develop, implement, and execute operational efficiencies in 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 platforms preferred
• Experience with Channel Data Aggregation is required

Non-Technical Skills

Demonstrated ability to organize, prioritize, meet deadlines, make decisions, and change the course of action quickly. Strong interpersonal and communication skills. A strong work ethic is required. Detail-oriented and excellent follow through. Has the ability to flex and deal with ambiguity in a dynamic, fast-paced, high-growth environment. Has a passion for personal learning and development to be able to grow with the company. Cultural sensitivity and ability to develop consensus within a multinational organization. Strong collaboration skills across internal and external stakeholders to drive brand vision through tactical patient services strategy and process. Strong organizational skills with the ability to multi-task and be flexible. In-depth knowledge and understanding of specialty channel patient-level data. Proven ability to drive operational growth and meet key standard performance objectives.  Strong business acumen. Must be Patient-focused.

KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions

It is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law.

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