Senior Program Leader, Patient Services

Kaléo is a new type of pharmaceutical company, dedicated to building innovative solutions for serious and life-threatening medical conditions. We were founded by patients, and patients remain our central focus and common passion. We are a growing organization of driven, passionate people who challenge each other to do things differently and better. If you thrive on change, a fast pace, and making a big impact in a place where everyone knows your name, you will love it here!

The Senior Program Leader, Patient Services will manage the performance, resources, and initiatives associated with Kaléo's direct-to-consumer channels (ie. Amazon Pharmacy, telehealth, etc.) and assist the Senior Manager, Patient Services in overseeing the day-to-day responsibilities of Kaléo's hub pharmacy operations. Additionally, this role will handle a variety of customer service requests/inquiries from patients and healthcare providers, will oversee the development of all patient/prescriber materials in connection with the Patient Services team, and support team members with coordinating internal processes, projects, and business initiatives impacting Kaléo's consumer channels.

As the person who is the main contact and/or assists in overseeing Kaléo's direct-to-consumer channels, the Senior Program Leader, Patient Services has the opportunity to play a critical role in molding the patient/prescriber experience and driving overall business performance and success. The Marketing & Analytics department is comprised of a group of strategic thinkers dedicated to driving growth and who emphasize teamwork, personal integrity, and excellence. As part of the Patient Services team, you'll be encouraged to learn, innovate, and implement new ideas to better support the goals of the organization. Additionally, this position will be highly visible within the commercial team, creating ample opportunity for recognition and growth.

This is a remote position and is open to applicants located within the United States, with preference given to candidates who live in or near Richmond, Virginia. For remote hires, occasional travel to our office can be expected (less than 15%).

As Senior Program Leader, Patient Services, you will:

• Manage direct-to-consumer channels
• Ensure adherence to contract terms and business rules
• Maintain vendor contracts and documentation as necessary to ensure information reflects current processes and business rules
• Review and audit vendor invoices
• Oversee the patient assistance and replacement program
• Oversee vendor performance and compliance with internal audits
• Attend and lead routine meetings with vendor personnel
• Identify compliant opportunities for process improvements and work with vendor to implement improvements
• Execute direct-to-consumer and patient service strategies based on industry trends, dynamic market conditions, channel economics, and organization goals
• Communicate and present data/information regarding vendor performance and initiatives to internal stakeholders
• Assists the Senior Manager, Patient Services in overseeing the day-to-day hub operations (ie. attending regularly scheduled meetings, following-up on vendor tasks/projects, managing meeting notes, etc.)
• Participate in cross-functional initiatives and teams
• Serve as the primary recipient of questions, requests, and concerns that come from health care providers and patients related to the consumer channels
• Manage the tracking of certain inquiries, requests, and concerns and follow them through to resolution
• Work with the Patient Services team to analyze customer service request patterns and proactively identify opportunities for improvement
• Serve as the point person for the document review process and track the progress for all Patient Services content
• Oversee the development of all patient/prescriber materials related to the Patient Services team vendors (ie. sales messaging, call scripting, mock-ups of patient/prescriber interfaces, etc.)
  

A successful Senior Program Leader, Patient Services will have:

• Extensive leadership skills with the ability to hold external partners accountable
• Excellent analytical, problem-solving, project management, and communication skills
• Demonstrated proficiency in process improvement
• Proven ability to thrive in a fast-paced environment
• Strong organization skills and the ability to effectively prioritize projects and tasks with competing deadlines
• Flexibility to support a wide array of functions within the Patient Services team and work cross-functionally with various internal and external stakeholders
• Adaptability to changing priorities, expectations, and environments
• Ability to think strategically and "outside the box"
• A demonstrated results and outcome-oriented approach to work with a track record of seeing projects and plans through to completion
• Patient-centered mindset with commitment to providing an excellent patient experience
• A commitment to developing and upholding an inclusive workplace culture with team members and partners.
  
  

To be considered for the position, you must have:

• Bachelor's degree in business or healthcare management, similar field, or equivalent combination of education and experience
• At least 5 years of experience in vendor management, account management, business management, or operations
• At least 3 years of leadership experience (programs, project, and/or people)
• Proficiency in MS Office
  
  

Preferred Qualifications:

• Pharmaceutical industry experience
• Knowledge of pharmacy operations, distribution, and patient service strategies
• Experience working with Veeva
  
  

Application required for consideration. Please contact talentacquisition@kaleo.com with any additional questions.