Patient Services Operations Lead

Make your mark for patients

We are looking for a compassionate, professional Patient Services Operations Lead who maintains a best-in-class operations framework for a branded patient services program, leads patient support at the specialty pharmacy level and drives analytical initiatives creating business insights in alignment with Patient Services to join us in our Patient Services Epilepsy & Rare Syndromes US team, a remote position that will include 20% travel to our Atlanta, GA offices and in the field with Representatives.

About the role

The Patient Services Operations Lead will support product(s) within UCB’s US epilepsy and rare syndrome business units to meet corporate goals and deliver an exceptional patient and prescriber experience.

Specific responsibilities include but are not limited to, assessing patient support needs, defining objectives and measurements, and implementing and executing programs, including reimbursement hub, patient assistance, specialty pharmacy, and any additional support programs.

Who you’ll work with

• Provide leadership of 1-3 direct reports

• Partner with Commercial Analytics to ensure data and reporting accuracy from vendor(s) to appropriate company stakeholders

• Partner with Sales Training to develop and communicate field sales team best practice procedures for satisfying program requirements, prescription submission processes, reimbursement support, distribution/dispensing, and support program services

• Work with Market Access field team to maintain a current understanding of the payor landscape

• Work with field sales to maintain a current understanding of healthcare provider needs relating to support through patient services program(s)

• Collaborate with Marketing to develop and implement strategies to integrate patient resources and support services provided by program(s)

• Collaborate with Internal cross-functional partners such as Marketing, Sales, Market Access, Commercial Operations, Regulatory, Safety, Legal, and Compliance

What you’ll do

• Manage and oversee patient services program(s) performance metrics and contribute to business reviews initiatives

• Conduct exploratory analysis of patient services data to recognize patterns and performance improvement opportunities

• Recommend process improvements to support the continuous evolution of patient services programs focused on delivering exceptional customer experiences for patients, caregivers, and health care providers

• Establish and guide successful working relationships with program(s) vendor(s) management

• Develop and administer regular engagements with vendor(s) management to ensure operational performance and deliverables align with brand and company strategy

• Ensure proper execution of patient assistance programs

• Collaborate cross-functionally with Market Research and Patient Advocacy to build and maintain a current understanding of the patient landscape

• Responsible for ensuring SOPs are being followed at programs and specialty pharmacy

Professional Attributes

• Ability to approach complex scenarios in a creative and constructive manner to overcome challenges

• Willingness to voice personal opinions or suggestions in a constructive manner

• Ability to balance a significant workload requiring the management of multiple tasks simultaneously

• Adaptable to unforeseen and changing priorities throughout the workday

• Ability to succeed in a high-pace and intense work environment

Interested? For this role, we’re looking for the following education, experience, and skills

• Bachelor’s degree

• 5+ years working with Specialty Pharmacies

• 5+ years’ experience/exposure to Rare Diseases

• 5+ years managing vendors' relationships

• 5+ yrs. experience operationalizing Patient Services programs and distribution dispensing Models

• 5+ yrs. working with HUBs

• 5+ yrs. managing a team

Preferred Experience

• 7+ years of experience in the pharmaceutical industry, direct rare disease experience a plus including launching a rare disease therapy

• Operationalizing patient service programs, trade, distribution/dispensing models, and REMS

• Overseeing or participating in large-scale projects

• Analyzing datasets supporting trend identification and reporting

• Experience in creating/maintaining workflows and standard operating procedures

The reasonably anticipated salary range for this position is $150,000.00 - $176,000.00 per year. The actual salary offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience, among other factors. Salary estimate:150k-176k commensurate with experience

Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!

About us
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.

Why work for us?
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected and has equitable opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.

Learn more about sustainability at UCB and how it is integrated into our business approach.

UCB and its subsidiaries encourage diversity and inclusion in the workplace; we are an Equal Opportunity Employer. We do not discriminate on the basis of race/colour/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity.