Director, Patient Services Operations

Compensation Data

The base salary range for this position is $200,000 to $316,000.   The position may be eligible for a role specific discretionary bonus, relocation, and/or other compensation elements.  We continuously review market data and may adjust salary ranges as needed in the future.  Actual compensation will be based on job-related factors such as skills, experience, and qualifications, and other factors permitted by law. For an overview of our benefits please click here.

Description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in a number of ways to foster a healthy working environment, meaningful work, mobility, networking and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

The Director, Patient Services Operations  will be responsible for leading patient support program effectiveness across the entire portfolio, as well as the data & quality program strategy for the BI Solutions Plus patient support program. The incumbent will be enterprise owner of strategy for patient services analytics, insights, performance measurement and people & skills.. The Director will pull-through and lead effectiveness improvement initiatives and related measurement plans, training plans, to support the desired change, as defined by patient access solutions leadership. In addition, the incumbent will be responsible for leading the development and implementation of quality & performance monitoring strategy and communication plan.

This role is based on-site at our Ridgefield, CT location with hybrid flexibility of 2-3 days per week on-site. 

Duties & Responsibilities

The Director, Patient Services Operations will lead development of the strategy and pull through for, operations, platforms,  and data across all patient support programs across the portfolio. Includes coordination across leadership Access Solutions, Trade, Brand, Medicine Analytics & Insights, Go To Market and IT. Leads advanced analytics, integrated storytelling, root cause analysis, hypothesis testing, and enterprise insights frameworks. 

• Leads all aspects of US Patient Services Governance:
  
  • Responsible for management of all patient services vendors.
  • Accountable for training of all vendors on BI policies and procedures and NTA processes.
  • Leads and governs patient services governance committee.
  • Leads and governs quality monitoring program across all patient support programs.
  • Accountable to ensure alignment and compliance to all SOPs governing US patient support programs including NTA process.

• Accountable for quality assessment of all programs and related business acceleration process and framework:
  
  • Develop metrics, SLAs & KPIs to be used across all programs to track and assess performance against strategies and goals.
  • Responsible for identification and measurement of key drivers of quality across all programs.
  • Develops and pulls through execution improvement plans and coordinates therapeutic area leads, brand teams, market access, A&I, IT to design and deliver on plan.
  • Accountable for developing, implementing a strategic audit plan & roadmap and associated implementation of remediation plans.
• Accountable for developing and maintaining a solid understanding of areas related to patient services including HIPAA compliance, patient privacy/permission, and optimal patient interactions to be pulled through in all programs in collaboration with our data privacy team.
• Leads and coaches a team to manage quality, compliance and performance across internal cross functional teams and vendor(s) that provide services to Boehringer Ingelheim US Patient Services in support of our patients. Identifies development areas and opportunities to grow and develop team members.
• The role will lead strategy and development of any patient services related platforms to drive innovation and the HCP and patient experience in collaboration with IT, brand marketing and other teams in HP Operations. Owns multi year data and analytics modernization roadmap; integration, architecture, and enterprise standards for Patient Excellence.
• Accountable to develop a patient services data strategy with Analytics & Insight teams to negotiate data feeds with a variety of partners as needed and implement them as defined in the specific agreements. Standardize data requirements across all vendors. Design and deliver reporting & dashboards in collaboration with Analytics and Insights using internal and business partners data that support business decision. Identify possible improvements and automations to streamline reporting and data management.
• Strategic advisor to Patient Excellence Leadership; shapes high visibility enterprise decisions.

Requirements

• BA/BS degree; advanced degree preferred.
• 10+ years in the pharmaceutical industry or relevant sector, relevant market access, patients services, quality & assurance monitoring, vendor management.
• Strong leadership and coaching skills including two plus (2+) years direct people leadership experience and/or four plus (4+) years of experience leading cross functional teams.
• Demonstrated success in delivering complex, cross-functional, transformational change projects.
• Experience leading through ambiguity and change.
• Experience influencing senior organizational leadership.
• In depth knowledge of pharmaceutical manufacturer compliance requirements, HIPAA regulations.
• In depth knowledge of patient services program data (hub, affordability programs etc.).
• Expertise in data analysis and reporting in Excel is required.
• Experience in Patient Services, Specialty Pharmacy operations and HUB management services are a plus.
• Emphasis on strategic thinking, insights storytelling, analytics leadership, transformation, and executive influence.
• Emphasis on analytics, insights, modeling, and strategic advisory experience.

Eligibility Requirements:

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required).
• Must be 18 years of age or older.