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 disease areas: bone and mineral; intractable hematologic; hematology oncology; and rare disease. A Japan-based company, our goal is to make people smile by delivering breakthroughs where no adequate treatments currently exist, working from drug discovery to product development and commercialization. In North America, we are headquartered in Princeton, NJ, with offices in California, Massachusetts, and Ontario.

Summary of Job

The Senior Director, Program Management - Patient Services is the head of the Program Management team within 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, this individual will be responsible for strategic insights delivery and exceptional vendor/ internal operational leadership.

This role will lead the operations teams and contracted external partners to provide helpful resources and information to patients and caregivers.

The Senior Director, Program Management - Patient Services is expected to deliver Patient Support Programs across multiple business units, disease states, and patient populations aimed to support patient access and successful initiation and provide relevant and timely information to empower patients with the resources they need to make informed decisions about their treatment decisions.

This individual will lead a dedicated team of Operational Excellence, Patient Services Quality, Insights & Analytics, and Specialty Pharmacy experts who are responsible for driving the overarching strategy, development, and tactical execution for these areas.

The Senior Director, Program Management - Patient Services will partner with internal and external patient support teams, partners, and vendors, including Case Management, Patient Access Liaisons, and cross-functional partners in Market Access, Channel Management, Marketing, Sales, Legal, Compliance, Finance and IT. The successful candidate will be responsible for patient data management, systems, and patient services technology platforms and will work cross-functionally with the broader Kyowa Kirin team to develop, implement, and maintain 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, particularly in the areas of Operational Excellence, Patient Services Quality, Insights & Analytics, Specialty Pharmacy and Marketing.
• 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.
• Responsible for strong factual communication across stakeholders.
• Ensure patient data is ingested, maintained, managed, and used in an ethical and compliant way in collaboration with Commercial Operations, 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 the 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.
• Utilize data, insights, and feedback from patients, customers, and the KK team to continually evaluate 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.

Job Requirements

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 is 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 is 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.

Travel

Requires up to 15% domestic and international travel

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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Recruitment & Staffing Agencies

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.

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