Supervisor, Patient Services Operations

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.

As a patient centric organization that strives to deliver innovative medicines to meet unmet needs, we feel that it is critical to follow the safety guidelines defined by CDC and OSHA. We believe the COVID-19 vaccine is the best way to manage COVID risk to you, your colleagues, your family and our society. With that in mind, we are taking the essential step to ensure the safety of our employees during this health crisis by requiring all US employees, temporary workers, agency employees and independent contractors to be fully vaccinated against COVID-19, where allowed by state or local law and where vaccine supply is readily available. In accordance with applicable law, individuals may seek an accommodation for medical or disability-related conditions or sincerely held religious beliefs.

Summary of Job:

As a key member of the Patient Services team, the Supervisor, of Patient Services Operations is responsible for managing the day-to-day operations of Patient Services’ internal team members to ensure an efficient, timely, and compliant patient and customer experience with Kyowa Kirin’s products. This individual will be an expert in Kyowa Kirin’s Patient Support processes and ensure that patients and customers receive the highest level of service. They will ensure the internal teams can appropriately handle patient cases in a timely and efficient manner by being readily available to answer questions, troubleshoot obstacles, and manage communication channels.

She/he is required to exemplify leadership skills and demonstrate strong initiative and persistence to provide adequate support to members of the Patient Services team. They are responsible for enabling a seamless daily operation, patient and customer experience. They will support the day-to-day oversight of key operational enablers, including systems and resource allocation.

The Supervisor, Patient Services Operations will be responsible for ensuring that cases are properly managed by providing operational and systems support to the team and enabling collaboration with internal and external partners. In addition, the Supervisor, Patient Services has the opportunity to provide input on program strategy, policy development, marketing, and technology enhancements acting as a subject matter expert in Patient Services processes and procedures. Working knowledge of industry trends and requirements is necessary.

This individual will be responsible for ensuring that all program operations are in line with relevant laws, regulations, and company policies including HIPAA and Patient Privacy guidelines.

Essential Functions:

The Supervisor, Patient Services Operations will be responsible for the daily operation of Kyowa Kirin’s Patient Support Programs for multiple brands.

• Manage day-to-day operations of patient services team; Case Manager(s), Reimbursement Specialists, Support Specialists
• First line of support for program questions, systems inquiries, and trouble-shooting, escalated cases
• Responsible for ensuring adequate program workload management, including caseload assignment, phone coverage, team scheduling, etc.
• Monitors and manages questions to enable knowledge share across team members (i.e., question repository, resource management, etc.)
• Suggests system and process enhancement driven by team feedback, challenges, and insight
• Responsible for execution of Patient Services initiatives driven by organizational goals and objectives
• Enhance the patient and customer experience via feedback, business insights, benchmarking, auditing, and active team monitoring
• Demonstrates expertise in processes, systems, and data flow across Patient Services and Distribution partners; subject matter expert on all Kyowa Kirin patient support programs
• Monitor and analyze data collection from team members; provide data updates and appropriate information to internal and external stakeholders
• Support maintenance of all Patient Services Program SOPs, Business Rules, Work Flows, Communication Guides/Templates, Training, and Reports
• Monitor team performance against Business Rules, SOPs, and KPIs
• Supports the performance, development, and satisfaction of Patient Services team members; holds regularly scheduled development conversations with team members
• Escalates any patient case or personnel issues as necessary
• Works closely with broader home office and field teams to facilitate seamless communication of Patient Services information and updates
• Partners with the Training team to develop necessary Patient Services training for internal and external teams
• Continuously evaluate platforms, processes, and data and implements improvements as needed
• Work with internal and external Patient Services partners (Hub, PAP, co-pay, SPs, etc.) to ensure seamless patient experience on escalated cases
• Hold regularly scheduled status calls and necessary follow-ups to appropriately manage teams and partners
• Run daily reports to support operational efficiencies
• Ensures individual and program compliance with all laws, regulations, and policies that govern the conduct of patient support programs or activities and patient privacy

Job Requirements:

Education

• Bachelor’s degree or equivalent experience required

Experience

• A minimum of 5 years of experience in Patient Services in the biotech/pharmaceutical industry required
• Experience working with Specialty Pharmacies required
• Extensive knowledge of Case Management, reimbursement landscape, and patient support programs
• Demonstrated leadership skills; can persuade and influence others; manage conflicts appropriately
• Demonstrated understanding of payer landscape, all product types (retail, specialty, buy-and-bill)
• Excellent tactical and operational execution skills
• Proven ability to identify, develop, implement, and execute operational efficiencies in processes and procedures
• Strong organizational skills with the ability to multi-task and be flexible
• Patient-focused
• Strong interpersonal skills; excellent oral and written communication skills
• Creative problem solver
• In-depth knowledge and understanding of specialty channel patient-level data
• Experience with data analysis and evaluation required
• Proven ability to drive operational growth and meet key standard performance objectives
• Strong business acumen. A fluent understanding of reimbursement process terminology is required.

Technical Skills

Proficient in MS Office Suite.

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.

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.

When you apply to a job on this site, the personal data contained in your application will be collected and stored by Kyowa Kirin, Inc. (“Controller”), which is located at 135 Route 202/206, Suite 6, Bedminster, NJ 07921 USA and can be contacted by emailing [email protected]. Controller’s data protection officer can be contacted at [email protected]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of General Data Protection Regulation (EU) 2016/679 (“GDPR”) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. 

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Kyowa Kirin does not accept agency resumes unless contacted directly by internal Kyowa Kirin Talent Acquisition. Please do not forward resumes to Kyowa Kirin employees or any other company location; Kyowa Kirin is not responsible for any fees related to unsolicited resumes.