[Hiring] Director, Access and Patient Support @Cardinal Health

Role Description

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. This Director, Access & Patient Support is a critical leadership role and oversees a team of patient support experts, ensuring smooth day-to-day operations and the successful delivery of our patient services solutions. The Director will cultivate an employee-centric culture that prioritizes engagement, professional growth, and talent retention at all levels, driving a high-performing team committed to operational excellence and improved patient outcomes.

• Responsible for the tactical execution of operations of multiple large, assigned programs for multiple contracted client manufacturers.
• Develop and maintain a high level of collaboration and integration with cross-functional teams including Field Reimbursement, Market Access, Marketing, Legal, Compliance, Finance, Procurement, Pharmacovigilance (PV), Medical, and Quality.

Responsibilities

• Lead, mentor and develop staff.
• Build relationships across the patient support hub operations team and larger organization to maintain and enhance employee engagement, retention, and culture.
• Lead a team of approximately 100 employees across diverse roles and experience levels.
• Implement and maintain efficient and effective operational processes within the hub to ensure the seamless execution of patient access and support services.
• Continuously monitor and optimize performance metrics, ensuring high-quality service delivery and adherence to regulatory requirements.
• Develop and implement key performance indicators (KPIs) to track the hub's performance and regularly report progress to senior leadership.
• Identify areas for improvement and implement strategies to enhance operational efficiency and effectiveness.
• Full P&L responsibility over the accounts the role leads, including budgeting, forecasting, and driving initiatives to provide sustained growth with current accounts.
• Foster strong partnerships with cross-functional teams to ensure smooth coordination and alignment of patient access and support initiatives.
• Partner with internal, client teams, and key partners to ensure successful delivery of tailored customer service to increase patient access to life-changing therapy.
• Act as the business sponsor for all initiatives that impact the assigned accounts and programs.
• Manage cross-functional, highly matrixed teams; communicate regularly with internal teams and senior leadership.
• Facilitate and lead meetings with the leadership team to ensure timely completion of client deliverables and KPI adherence.
• Collaborate with internal and external stakeholders to facilitate patient enrollment and re-enrollment into patient assistance programs.
• Stay updated on program changes, eligibility criteria, and best practices to ensure patients receive the maximum benefits.
• Proactively identify, assess, report on, and partner with leadership team to manage and mitigate key risks to hub success.
• Willingness to embrace innovative approaches, culture change, business transformation methodologies, and respectfully challenging status quo to meet aggressive business targets.
• Contribute to the development of departmental strategies and roadmap.
• Make decisions, often difficult and/or unpopular, which support and drive strategy; influence others to support the decision.

Qualifications

• Bachelor's degree preferred or equivalent experience in a related field.
• 8+ years preferred of patient support operations, customer service, insurance, reimbursement and/or account management experience in healthcare.
• Knowledge of the specialty drug product marketplace, health insurance reimbursement, commercialization of pharmaceutical products, and life sciences hub experience a plus.
• Previous personnel/team management, including multiple layers of managers and people leaders.
• Demonstrated leadership and communication skills for both in-office and remote staff; organized and self-motivated.
• Knowledge and experience with operational excellence models, Total Quality Management (TQM), Six Sigma, Lean Transformation preferred.
• Understanding of the healthcare reimbursement and managed care.
• High attention to detail and ability to detect inconsistencies.
• Strong project management skills.
• Excellent planning, budget forecasting, and executive presentation skills.
• Ability to travel 25%.

Benefits

• Medical, dental and vision coverage.
• Paid time off plan.
• Health savings account (HSA).
• 401k savings plan.
• Access to wages before pay day with myFlexPay.
• Flexible spending accounts (FSAs).
• Short- and long-term disability coverage.
• Work-Life resources.
• Paid parental leave.
• Healthy lifestyle programs.