Associate Director, Patient Services Operations

POSITION SUMMARY:

The Associate Director, Patient Services Operations will be responsible for operational management and support for Rigel’s Hub vendor partner and associated programs & services that compromise Rigel One Care patient support program. They will provide day to day support and oversight of the Hub vendor and Specialty Pharmacy to ensure exceptional customer experience and appropriate, compliant, operational excellence. The Associate Director, Patient Services Operations will report directly to the Sr. Director of Patient Services and Distribution.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Act as the primary day-to-day contact for Hub vendor and Specialty Pharmacy partner operations teams.
• Identify, lead, and support the implementation of program/workflow enhancements that improve overall customer experience and patient access to treatment
• Drive innovation by identifying process improvements to enhance customer engagement and/or operational efficiencies
• Track and continually monitor Hub vendor and Specialty Pharmacy adherence to all relevant SLAs and KPIs. Prepare and distribute required program reports to internal stakeholders.
• Routinely monitor, assess, validate to ensure accuracy data relating to Patient Services from HUB, programs and vendors.
• Participate in Hub vendor quality program activities such as calibrations, case & call audits, and compliance reviews. Identify areas of opportunity and ensure Hub vendor remediates effectively.
• Coordinate development and revision of SOP, Work Instructions, Job Aids to support the Rigel One Care Program
• Oversee the Hub budget and track spending to remain within planned scope
• Partner with the Market Access Marketing/Brand Marketing team to identify promotional collateral which would provide value to the patient community. Own the submission and gain approval of Hub operational materials (such as customer and patient correspondence), both new and on going
• Effectively handle and/or triage Hub escalations from Rigel field teams to appropriate team members. Ensure resolution and follow up. Perform root cause analysis to identify escalation trends that should result in process improvements at Hub vendor and Specialty Pharmacy.
• Has oversight of contracts and partnerships with patient support program vendors (copay, free goods pharmacy, hub, etc.)
• Provide regular updates and analysis of patient programs and field access to Market Access and leadership.
• Model excellent customer service
• Travel as necessary to oversee effective program operations (~10%-20% travel required).
• Ensure that the patient services hub remains compliant with all applicable laws, regulations, and guidance with Rigel’s policies and procedures.

KNOWLEDGE AND SKILL REQUIREMENTS:

• Bachelor’s degree required.
• 10+ years of biotech and/or pharmaceutical industry experience in patient services role managing operations either as the Hub vendor or manufacturer
• Experience managing strategic vendor relationships, preferably with patient services vendors and Specialty Pharmacy
• Proven ability to communicate and present effectively
• Strong analytical and problem-solving skills, ability to deliver on objectives in a timely manner
• Excellent Excel, PowerPoint, and organizational skills
• Proven ability to work with influence teams without direct authority

WORKING CONDITIONS:

• PHYSICAL DEMANDS: While performing the duties of this job, the employee is required to stand, walk; sit; talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

• WORK ENVIRONMENT: The noise level in the work environment is usually moderate. Up to 50% travel may be required (e.g., business meetings, conferences, key customer engagement, market research, vendor meetings, etc.).

Rigel Pharmaceuticals, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by the law.