Director, Patient Services

POSITION SUMMARY:

As Intercept continues to build its position as the leader in rare and serious liver disease, we are seeking a Director, Patient Services. The Director, Patient Services is the subject matter expert for an integrated patient services platform, as well as responsible for the business analytics of the operational services and performance of the HUB. This position is accountable for managing the day-to-day operations of the US patient centric reimbursement/care management program (HUB). This individual will advance Intercept’s capabilities and strategies to ensure a successful patient services outcome, streamlined and transparent coverage all with the goal of ensuring unimpeded and appropriate patient access to therapy.

The Director, Patient Services collaborates cross-functionally with key members of the Market Access, Sales, Marketing, Legal and Commercial Operations teams. The position reports to the Senior Director, US Patient Services and Channel Operations.

JOB RESPONSIBILITIES:

• Manages day-to-day patient services operations to ensure key performance metrics are met, including onsite visits to HUB as needed
• Provides strategic and tactical input for continuous improvement processes and development
• Primary business liaison for other stakeholders providing additional patient support services, such as the commercial financial assistance copay card processor, platform for electronic consent, and patient assistance programs (PAP). 
• Monitors and analyzes data to determine trends and inform strategies to respective internal stakeholders, ensuring the success and availability of the patient services programs
• Primarily responsible for the continuous improvement and performance monitoring of the reimbursement support/patient services HUB, including commercial financial assistance and patient assistance programs (PAP) for qualified, appropriate patients to assist in access and adherence to OCA in PBC
• Collaborates cross-functionally with Regional Business Directors (RBDs), Directors of Strategic Accounts (DSAs), Directors of Channel Accounts (DCAs) and Field Reimbursement Managers (FRMs) in the field to help educate HCPs and provide potential issue resolution
• Collaborates with Marketing to create and implement patient services initiatives, branded education and/or promotional tools.
• Ensures the patient HUB remains compliant with all applicable laws, regulations, and guidance’s with Intercept’s policies and procedures
•  Effectively manages vendor partners, providing them with clear expectations, succinct direction and feedback, creating an environment for great work to thrive
• Works closely with partners to execute targeted solutions which address mutual strategic priorities and brings value to all parties
• Participates in strategic decision making with cross-functional business leads to ensure alignment of priorities
• Ensures impact, quality, and performance of patient support operations

• Performs responsibilities with a commitment to compliance and a high ethical standard  

QUALIFICATIONS:

• Bachelor’s Degree required; advanced degree preferred
• Minimum 5 years of experience in patient services, HUB operations and reimbursement services required
• Minimum 2 years of experience in vendor team oversight and operational performance improvement required
• Minimum 2 years Specialty Pharmacy experience
• Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally
• Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy
• Part D and Specialty oral therapy experience
• Commercial experience preferred

REQUIRED KNOWLEDGE AND ABILITIES:

• Exhibits vendor management skills by effectively managing vendor partners
• Excellent organization and multi-tasking and negotiation skills
• Exceptional interpersonal skills and problem-solving capabilities
• Appropriate judgement, consistency in decision making
• Analytical insights to drive corporate strategy
• Ability to work effectively across a matrix organization
• Ability to work independently and prioritize with minimal daily instruction
• Ability to think strategically to improve current processes
• Travel: Ability to travel up to 30%, which may include overnight and/or weekend travel
• Strong verbal and written communications skills
• Learning agility and ‘scalability’ to take on increasing responsibility as Intercept grows
• Consistent demonstration and embodiment of our Corporate Beliefs: Passion for Innovation; Think Big, Act Small; Learn to Dare; and Teams Build the Future
• Ability to have fun and thrive in a growing, diverse, and inclusive work environment

ABOUT INTERCEPT:

Intercept is a biopharmaceutical company focused on the development and commercialization of novel therapeutics to treat rare and serious liver diseases, including primary biliary cholangitis (PBC) and severe alcohol-associated hepatitis (sAH). In a new age of liver disease treatment, our team is developing vital therapies to meet the needs of those living with rare and serious liver disease. We are committed to improving patients’ lives and addressing the liver community’s most pressing needs.

People at Intercept are passionate about patients. You’ll see our patient photos lining our walls and hear their stories in town halls.  We’re equally passionate about our team, ensuring each member feels included and has the opportunity to reach their potential.  We recognize the power of an equal opportunity work force, and how it enriches the professional lives of our team members. Equal opportunity drives innovation and connects us to the patients and communities we serve.

For more information about Intercept, please visit our website at: www.interceptpharma.com and follow us on X at: @InterceptPharma.

COMPENSATION & BENEFITS:

The anticipated salary range for this position is $195,000 to $230,000. This represents the anticipated low and high end of the salary range for this position.  Actual salaries may vary based on various factors including, but not limited to, experience, skillset, and performance.  

The salary range listed is just one component of our total compensation package.  Intercept also provides a competitive suite of benefits, including:

• 401(k) plan with company match
• Rewards and recognition program
• Health care benefits (medical, prescription drugs, dental, and vision insurance)
• Short and long-term disability coverage provided
• Plan coverage for domestic partners
• Paid parental leave benefits and adoption assistance
• Tuition reimbursement assistance
• A generous Paid Time Off program that includes 20 vacation days, 11 holidays, 4 personal days, and 2 volunteer days per calendar year
• Numerous well-being and work/life programs

EEO Statement

Employment decisions at the Company are made without unlawful regard to race, color, religion, creed, national origin, alienage or citizenship status, sex (including gender, pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, sexual orientation, national origin, ethnicity, age, physical or mental disability, legally protected genetic information, marital or partnership status, sexual and reproductive health decisions, military or veteran status, or any other status protected by applicable federal, state, or local law. This organization participates in E-Verify (E-Verify's Right to Work guidance can be found here:  https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf).