Associate Director, Patient Support Services

Job Description

Specific Job Responsibilities:

Collaborates with external vendors and other key Gilead team members to establish and manage contracted relationships with and ensure compliance with business rules, SLAs and KPIs

Works closely with Regulatory, Legal and other partners/stakeholders to ensure fully compliant and up-to-date practices, policies, procedures and documentation both internally and with vendor.

Provides input on program services and operations and makes recommendations for improvements based on core capabilities and patient impact

Contributes to criteria and reporting required for new programs in order to support new product launches while continually reviewing existing programs for improved efficiency and optimization.

Investigates and responds to internal and external customer complaints while concurrently instituting necessary improvements to avoid recurrence.

Produces accurate, timely and insightful management reports regarding program trends.

Completes regular quality and compliance audits (internally and externally) to ensure compliance of agreement and policies as well as a positive patient customer service experience.

Knowledge:

Ability to multi-task and prioritize across a wide variety of tactical and strategic activities

Ability to work in both self-directed and collaborative environments.

Able to effectively manage others in accomplishing necessary tasks, both with vendor management and others in related areas of Kite & Gilead.

Able to influence and provide recommendations to senior management.

Ability to recognize and interpret business issues/opportunities and recommend solutions through analysis, then implement and/or negotiate solutions with external parties.

Outstanding written and verbal communication skills.

Excellent analytical skills with an emphasis on follow-through, and issue resolution abilities.

Microsoft Excel/Word & PowerPoint and strong working knowledge of business analytics/reporting, key performance indicators/service level agreements and information management systems.

Basic Qualifications:

• Highschool degree and 14 years experience or Associate Degree and 12 years experience or Bachelor’s Degree and 10 years’ experience or Master’s Degree and 8 years or PhD and 2 years

Preferred Qualifications:

• 10+ years of related experience in biotech or pharmaceuticals industry and a BS or BA degree, including leadership experience.

• Knowledge of patient support service models and vendor management required.