Associate Director, Patient Services and Distribution Case Management - Great Lakes/Northeast Region

<h3>Accountabilities</h3><li>Manage patient case progression throughout the treatment journey, proactively identifying and addressing barriers to accessing prescribed oncology therapies.</li><li>Communicate with patients, caregivers, healthcare providers, specialty pharmacies, and internal stakeholders to provide timely updates, answer questions, and facilitate effective case resolution.</li><li>Review active patient cases regularly to identify opportunities to reduce time to treatment and ensure accurate case statuses within internal databases.</li><li>Collaborate with patient support program teams, oncology nurse advocates, specialty pharmacy partners, and commercial account leadership to monitor patient progress and resolve access-related challenges.</li><li>Investigate and troubleshoot reimbursement issues, including prior authorizations, payer step edits, coverage denials, appeals, and reauthorizations, coordinating with relevant partners to identify appropriate solutions.</li><li>Serve as a key liaison between healthcare provider offices, internal teams, patient support services, and specialty pharmacies to address shipment delays, case escalations, status inquiries, and other operational challenges.</li><li>Work closely with Commercial Operations and Data Analytics to identify data discrepancies, improve data integrity, and assess trends that may affect patient access or case resolution.</li><li>Partner with field account managers and corporate account directors to deliver in-person and virtual presentations explaining patient support program services and specialty distribution processes to healthcare professionals.</li><li>Coordinate the retrieval of missing patient information by working with healthcare providers, patients, caregivers, oncology nurse advocates, and specialty pharmacies to prevent unnecessary treatment delays.</li><li>Act as the primary point of contact for oncology nurse advocates when missing information cannot be obtained or other issues are delaying case progression.</li><li>Support effective collaboration across geographically dispersed teams, ensuring consistent communication, timely follow-up, and appropriate escalation of complex cases.</li><li>Handle protected health information responsibly and maintain compliance with applicable privacy, confidentiality, and operational requirements.</li><h2>Requirements</h2><li>Bachelor's degree required.</li><li>At least five years of experience in the pharmaceutical industry, preferably in patient services, vendor management, specialty pharmacy operations, or related functions.</li><li>Demonstrated experience supporting oral oncology therapies, including medications distributed through multiple specialty pharmacy and distribution channels.</li><li>Strong reimbursement and patient access expertise, with the ability to investigate and resolve complex cases and communicate solutions to patients, caregivers, healthcare professionals, and commercial stakeholders.</li><li>Solid understanding of health insurance benefits, coverage requirements, payer policies, and access pathways across commercial and government insurance programs.</li><li>Ability to interpret payer coverage policies and navigate prior authorizations, denials, appeals, step edits, and reauthorizations.</li><li>Proven ability to collaborate across multiple functions, including oncology nurse advocates, specialty pharmacies, field market access teams, account managers, and corporate account leadership.</li><li>Excellent verbal and written communication skills, with the ability to explain complex reimbursement and access issues clearly to diverse audiences.</li><li>Strong organizational and multitasking skills, including the ability to prioritize competing demands, manage multiple cases simultaneously, and coordinate communications across different regions and time zones.</li><li>Exceptional attention to detail, analytical reasoning, investigative skills, and critical thinking, particularly when resolving incomplete information or complex case scenarios.</li><li>Demonstrated proficiency in data entry, database navigation, computer applications, and maintaining accurate patient case records.</li><li>Knowledge of medical terminology and the ability to navigate sensitive patient information while maintaining strict confidentiality and appropriately handling protected health information.</li><li>A proactive, solutions-oriented mindset with strong interpersonal skills, initiative, adaptability, and a commitment to cross-functional teamwork and continuous improvement.</li><li>Flexibility to work varying shifts between 8 a.m. and 8 p.m. Eastern Time, depending on business needs.</li><li>Willingness to travel approximately 25% of the time throughout the assigned Great Lakes/Northeast territory.</li><h2>Benefits</h2><li>
<strong>Competitive base salary:</strong>Annual compensation ranging from $145,200 to $195,200, depending on qualifications, relevant experience, skills, education, and work location.</li><li>
<strong>Performance-based compensation:</strong>Eligibility for an annual bonus or incentive compensation plan, depending on the role and applicable program terms.</li><li>
<strong>Equity opportunities:</strong>Potential eligibility for discretionary company stock awards and voluntary participation in an Employee Stock Purchase Plan.</li><li>
<strong>Comprehensive healthcare coverage:</strong>Medical, dental, and vision insurance options.</li><li>
<strong>Retirement savings:</strong>Access to a 401(k) retirement savings plan.</li><li>
<strong>Flexible spending options:</strong>Access to Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA), subject to plan eligibility.</li><li>
<strong>Financial protection:</strong>Life insurance coverage.</li><li>
<strong>Paid time off:</strong>Paid leave to support personal time, rest, and work-life balance.</li><li>
<strong>Wellness resources:</strong>Programs and benefits designed to support employee well-being.</li><li>
<strong>Remote work arrangement:</strong>Remote position within the United States, with regional travel requirements of approximately 25%.</li><li>
<strong>Purpose-driven work:</strong>The opportunity to contribute to improving access to oncology treatments and supporting patients throughout their care journey.</li><li>
<strong>Collaborative professional environment:</strong>The chance to work across patient services, specialty pharmacy, healthcare provider, analytics, and commercial teams in a growing oncology-focused organization.</li>