Senior Director, National Patient Experience Lead

Summary

Join Scholar Rock as the National Patient Experience Lead, overseeing Patient/Family Care Coordinators and Field Reimbursement teams for a novel SMA treatment. This leadership role demands strategic vision to enhance patient experience and collaboration across internal teams. You will significantly impact patients' lives by leading a team dedicated to access, support, and care continuity. Responsibilities include developing strategic plans, leading regional directors, fostering relationships with senior leadership, and driving continuous improvement initiatives. Data analysis and compliance are also key aspects of this role.

Requirements

• Bachelor’s degree required; advanced degree preferred
• Minimum of 10 years of experience in Patient Access/Market Access with a focus on patient services or patient experience. Strong understanding of the continuous evolution of the market and patient access landscape
• Minimum of 5 years of experience in managing and developing high-performing Patient Access teams. Previous experience building a Patient Access team pre-launch, including development of the strategy and tools, strongly preferred
• Launch experience building and leading field access teams with expertise in sizing, targeting, customer segmentation and KPI identification
• Ability to establish yourself as an influential thought leader on patient support services while navigating the organization and building collaborative relationships with other functional leaders (Patient Services Operations, Sales, Marketing, Medical, Payer, Trade & Distribution, Data & Analytics, etc.)
• Strong strategic planning skills with the ability to anticipate and solve patient access barriers
• Ability to analyze complex data sets and derive actionable insights to improve team impact and optimize patient experience
• Experience in rare disease, buy & bill, and understanding of provider reimbursement processes is required

Responsibilities

• Develop and implement strategic plans for the field-facing Patient Services teams to ensure access, support, and continuity of care for patients and caregivers impacted by SMA
• Lead a team of Regional Directors responsible for the Patient/Family Care Coordinators and Field Reimbursement teams. Effectively lead the team to provide proactive, post-script education to optimize the patient and caregiver experience
• Foster strong relationships and facilitate effective communication with senior-level leadership across market access, patient services operations, sales, marketing, medical, payer, trade & distribution, data & analytics, legal, compliance, etc
• Partner with Sr. Director, Patient Services, to oversee the development and execution of patient education programs and reimbursement support services
• Represent the patient experience function in cross-functional meetings and contribute to strategic planning at the senior leadership level
• Drive continuous improvement initiatives to streamline processes and enhance the quality of patient care
• Analyze data and metrics to monitor team performance and patient outcomes, making data-driven decisions to optimize strategies
• 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