Manager, Patient Services and Hub 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.

Job Purpose

As a key member of the Patient Services team, the Manager, Patient Services and Hub Operations is responsible for managing the day-to-day operations of Patient Services’ internal team members and vendors 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 and external teams are appropriately helping patients start and stay on prescribed medicines.

She/he is required to exemplify strong leadership skills and provide adequate coaching and support to members of the Patient Services team. They will be responsible for the hiring and oversight of the Case Manager(s) and support the vendor selection process, as necessary.

The Manager, Patient Services, and Hub Operations will be responsible for establishing processes to monitor the performance of Patient Services and Hub vendors, and Specialty Pharmacy partners. They will be responsible for ensuring that cases are properly updated and the correct information is reflected in Kyowa Kirin’s systems and data. In addition, the Manager, Patient Services will support program strategy, policy development, marketing, and technology enhancements acting as a subject matter expert in Patient Services processes and procedures. Strong working knowledge of industry trends and requirements is necessary. This role will work closely with the broader commercial teams to understand patient and customer needs and implement appropriate strategies across partners.

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.

Key Responsibilities:

The Manager, Patient Services and Hub Operations will be responsible for the daily operation of Kyowa Kirin’s Patient Support Programs for all products.

• Manage day-to-day patient access and support services including internal team member(s), vendors, and specialty pharmacy partners
• Responsible for integration of Patient Services teams and procedures into greater business units, processes, and objectives
• Enhance the patient and customer experience via feedback, business insights, benchmarking, auditing, and active team monitoring
• Collaborate with marketing to develop program materials and participate in LMR (Legal/Medical/Regulatory) review process as Patient Services Subject Matter Expert
• 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 collected from all partners; provide data updates and appropriate information to internal and external stakeholders
• Executes business objectives related to Patient Services with operational excellence
• Develop and maintain all Patient Services Program SOPs, Business Rules, Work Flows, Communication Guides/Templates, Training, and Reports
• Manage external partner and internal team performance against contractual arrangements, SOPs, and KPIs
• Responsible for performance, development, and satisfaction of internal Patient Services team members
• Works closely with broader home office and field teams to facilitate seamless communication of Patient Services information and updates
• Partners with Training team to develop necessary Patient Services training for internal and external teams
• Continuously evaluate platforms, processes, and data and implement improvements as needed
• Work with internal and external Patient Services partners (Hub, PAP, co-pay, SPs, etc.) to ensure seamless patient experience in 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 

  Position Requirements

  Demonstrates expertise in processes, systems, and data flow across Patient Services and Distribution partners; subject matter expert on all Kyowa Kirin patient support programs
  • Bachelor’s degree or equivalent experience required
  • 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 and vendor management 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
  • Experience in Rare Disease and/or Oncology preferred
  • Product launch experience preferred
  • Proven ability to identify, develop, implement and execute operational efficiencies in process 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
  • 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.

  • Physical Requirements:

    • Up to 25-30% travel required

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. 

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be made using appropriate additional safeguards under the standard contractual clauses approved by regulators for transfers of personal data outside the European Union.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.  Under the GDPR, if you are located in the European Union, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability, and to lodge a complaint with an EU supervisory authority. If you have any questions about our use of your data, you may contact us by email at [email protected].

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