Director, Patient Experience Lead

Summary

Join Scholar Rock as the Director, Patient Experience Lead – West and lead a team of Patient/Family Care Coordinators and Field Reimbursement Managers supporting patients with Spinal Muscular Atrophy (SMA). This leadership role focuses on enhancing patient experience through effective team management and internal collaboration. You will directly oversee Field Access teams, creating and executing strategic plans to ensure access, support, and continuity of care. The position requires strong relationship building, communication, and data analysis skills to optimize team performance and patient care. You will also support the development and execution of patient education programs and reimbursement support services. This is a unique opportunity to significantly impact the lives of patients with rare diseases.

Requirements

• Bachelor’s degree required; advanced degree preferred
• Minimum of 8 years of experience in Patient Access/Market Access with a focus on Patient Services or Patient Experience
• Minimum of 5 years of experience in managing and developing Field Access teams with a focus on Patient/Family Care Coordination and/or Field Reimbursement, ensuring accountability and excellence in patient support
• Prior experience in building a Field Access team, encompassing the development of strategy and tools, targeting, customer segmentation, and key performance metrics
• Exceptional strategic planning abilities, adept at anticipating challenges and guiding the team to overcome patient access barriers
• Ability to analyze complex data sets and derive actionable insights to improve team impact and optimize the patient, caregiver and HCP experience
• Demonstrated ability to quickly identify patient access challenges, effectively articulate issues to leadership, and drive solution-oriented outcomes
• Strong understanding of the continuous evolution of the market and patient access landscape
• Experience in rare disease, buy & bill, and understanding of provider reimbursement processes is required

Responsibilities

• Directly oversee Patient/Family Care Coordinators and Field Reimbursement Managers (Field Access teams), ensuring they provide proactive, post-script education to optimize the patient, caregiver, and HCP experience
• Lead the Field Access teams in creating and executing strategic plans to ensure access, support, and continuity of care for patients and caregivers impacted by SMA, as well as the HCP community
• Foster strong relationships and facilitate effective communication with peers across market access, patient services operations, sales, marketing, medical, payer, trade & distribution, data & analytics, legal, and compliance
• Support the development and execution of patient education programs and reimbursement support services
• Drive initiatives to streamline processes and enhance the quality of patient care
• Analyze data and metrics to monitor team performance, making data-driven decisions to optimize capabilities
• Ensure compliance with all relevant regulations and standards in the delivery of patient support

Preferred Qualifications

Experience working with specialty pharmacies, PBMs, and payers is preferred