Director, Patient Services Operations

Indianapolis, IN, United States

Sanofi General Medicines is currently building a strong, experienced, and passionate patient support team to support the launch of Rezurock. This is a great opportunity to join a new and growing function, helping to shape the future of one of the most cutting-edge portfolios in the industry today.

Position Summary

This newly created role will be instrumental in building an integrated Patient Services capability for General Medicines, leveraging best practices across Sanofi and the industry to enable the growth of Rezurock and Tzield through the establishment of best in class patient and practice services in coordination with Specialty Pharmacy programs and data. This individual will be responsible supporting the operations of the entire Patient Services program, primarily focused patient and specialty pharmacy data integration, analytics and reporting in partnership with with Sanofi BOS and IT. The goal will be the establishment of patient relationship management systems that enable the timely and transparent visibility of patients across the continuum of hub activities. The Director of Patient Services and Specialty Pharmacy programs will also focus supporting the Patient Services leadership in designing and implementing the infrastructure to support the evolving service model supporting access and affordability across the General Medicines specialty business.

Responsibilities include

Support broad operational needs of the newly established Patient Services function including but not limited to; data integration, PRM implementation, ongoing process improvement, coordination and management of budget

Support environment to enable a high-quality patient and healthcare provider experience in navigating health insurance coverage and reimbursement for the company’s lead products

Develop systems and processes to drive an organizational patient-centric approach to in turn improve operational efficiency, effectiveness and value

Support delivery of the best customer experience with an agile mindset and continuous process improvement with monitoring of ambitious performance levels, reliability, and responsiveness.

Develop and utilize process improvement principles and other process improvement methodologies to identify opportunities to improve the customer journey, at all touchpoints

Develop operational playbooks for implementing and maintaining patient support programs leveraging all best practices

In conjunction with Legal and Compliance, develop and maintain appropriate compliance standards and monitoring protocols to ensure sound business practices and alignment with government requirements and industry guidelines

Partner with management team to build operational service level agreements and key performance indicators that regulate and enforce standards of excellence in delivery among our network of strategic service providers

Work closely with Finance partner on the overall financial management of the department

Develop overall team operational capabilities to deliver high-quality, scalable and consistent support for patient programs

Works with the Commercial Operations team to identify and implement key data requirements and data integration needs. Partner with analytics team to provide strategic insights and identify efficiency challenges and to propose solutions

Ensures patient privacy and patient data management is handled in a confidential and HIPAA compliant manner

Provides regular performances updates to senior leadership

Accountable for hiring, retaining, and developing talent

Qualifications

BS Degree; PharmD, ARNP, PA, RN or MBA preferred.

Relevant experience in Pharmaceuticals, or Specialty Pharmacy/Distribution

Patient-centric and service-oriented mindset.

Infusion product and/or specialty product experience (i.e. medical benefit coverage)

Must be a team player with strong self-awareness and excellent interpersonal skills.

Strong operational background with ability to stand up a large team

Ability to set overall strategy and drive process implementation

Proven experience partnering with commercial sales, payer, and marketing teams and other stakeholders to develop, execute, and monitor programs

Analytical problem-solving skills with an impeccable attention to detail

Reimbursement experience and strong understanding of health insurance and benefits, co-pay assistance programs, Medicare, Medicaid, and private payer policies

Strong understanding and ability to lead within the life-sciences compliance environment

Demonstrated ability to solve problems, seek answers and drive to solutions

Excellent communication and presentation skills

Comfort and aptitude for driving and managing solutions involving information technologies

Proven track record for consistently meeting or exceeding quantitative and qualitative goals

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.

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