Senior Director of Reimbursement & Specialty Distribution Services Aegerion Pharmaceuticals, Inc.
The Senior Director of Reimbursement & Specialty Distribution Services will provide Aegerion with the vision, leadership, strategy, analysis, tactical implementation plans and opportunity to develop an exceptional customer service program. This program will include early contact with patients, physicians and payors on their journey to get access to and/or understand lomitapide. This involves providing reimbursement and distribution support of the product. He/She will be responsible for developing and implementing a US program that integrates an Aegerion level of customer service and an outsourced program that provides the highest degree of customer interaction to gain access to lomitapide. The ability to work in a dynamic, changing marketplace to meet corporate and patient needs is essential. This position will be responsible for managing staff, including Customer Care, contract services, and the overall program to support customer access to lomitapide. In concert with the National Accounts Senior Director, this position will implement a coordinated patient access strategy that provides patient and physician support at all levels of customer need.
Other duties include:
represent Aegerion to customers in a professional manner and provide various levels of customer support including but not limited to reimbursement support, distribution, and financial assistance information to allow access to lomitapide
establish and lead a world-class case management call center operation to maximize productivity and performance
organize and lead presentations on Aegerion?s customer service programs to key/supporting decision makers with physicians and patients organizations
work closely with Aegerion?s National Accounts, Patient Education and Patient Marketing, Medical, Sales and Commercial Operations.
develop and implement an extraordinary services program to support customers? access to lomitapide
monitor and report on customer trends as it relates to access and distribution; develop strategies to continually improve services to our customers
Adopt a customer-centric program and communication of value for Aegerion services Build trust over time with all customer segments.
Establish and coach to call center metrics and measures of productivity and performance for case management by the team.
Track patient-centered quality of execution and patient and other stakeholder satisfaction.
Hire, train and coach the case management team for optimal productivity and performance. Establish methods of development and motivation for a culture of professionalism and performance.
Implement and manage best practices of call center case management operations including shifts work, technology enabled solutions and focus of work.
Design and implement actions to insure close monitoring of patient status, meet needs and support therapy adherence.
Manage distribution hub services and specialty pharmacy network to integrate the services required by our customers. This includes tracking and supporting refills and working in liaison with pharmacy services.
Manage relationships with coverage and payment policy decision makers across Commercial and Government payors, in concert with national accounts to optimize script to start conversions and ongoing therapy refills.
Profile and communicate payor policies as being experienced by customers to internal teams and provide marketplace insight to address regional provider payment policies to minimize barrier for physicians and patients.
Work with sales force, medical affairs, and national accounts to resolve payment issues that may be barriers to lomitapide access
Assist all internal areas in developing customer service strategies and developing programs and tools to support customer access to lomitapide
Build a customer service program that integrates with a limited distribution network and coordinates with any regulatory requirements e.g. REMS
Develop, implement and manage a RFP & process for securing reimbursement and specialty pharmacy networks
A passion for taking care of customers both internal and external, being responsive and responsible for all interactions.
Understanding case managed call center operations and a history of ensuring productivity and results
History of effectively managing and leading managers and teams for optimal performance.
Proven ability to implement programs effectively.
Comprehensive knowledge of the orphan drug environment relating to payment including payor coverage, coding, and payment policies and processes.
A willingness to be flexible and work in an ever changing environment.
A work ethic based on dedication to the company and its mission.
Self-motivated and goal-oriented.
Excellent communication skills.
Attention to detail and accuracy.
Experience in ensuring business continuity and representation of a company?s values with all vendors.
Must have strong leadership skills.
Must have the ability to communicate clearly and effectively, through written and verbal communication.
Must have the ability to establish priorities, set goals, and implement and execute plans.
Must have strong negotiation, analytical and financial skills.
Must have a personal commitment to success with a high level of integrity.
Must be able to work effectively with other senior functional managers and their teams in a dynamic, fluid environment.
Must be comfortable making decisions using sound judgment and reasoning.
Customer-oriented and responsive
7-10+ years of people management experience
5-7+ years of reimbursement, revenue and expense management experience
10 plus years of payor and specialty products experience
Minimum B.S. degree preferably in one of the following areas: Business Administration, Communications, Healthcare Management, Marketing, Nursing, or Pharmacy
Preferably experience in the rare disease, cardiovascular disease, and orphan product environment
Comprehensive knowledge of US healthcare reimbursement system in both commercial and government payors
Understanding of billing and coding with experience in the implementation of pricing strategy
Knowledge of specialty pharmacy, PBM?s and wholesalers
Ability to successfully work both within a team and independently
Planning, organizing, and prioritizing
||Cambridge, MA |