Associate Director, Patient Services Operations

Associate Director, Patient Services Operations

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Mirum Pharmaceuticals is a biopharmaceutical company dedicated to transforming the treatment of rare diseases. We are passionate about advancing scientific discoveries to become important medicines for rare disease patients. We are collaborative, creative, and experienced professionals and we’re looking to augment our team with other individuals who embody our values: care, be real, get it done, and have fun, seriously.

The Associate Director, Patient Services Operations will manage the day-to-day hub operations for the Mirum in‑house Mirum Access Plus (MAP) program, supporting Mirum’s product portfolio and continued expansion over time. The Associate Director will support the Director, Patient Services Operations, leading all day-to-day operations of their team. Duties will include overseeing ensuring all KPIs are met or exceeded, anticipating/identifying/resolving potential operational challenges, overseeing accurate and timely reporting of results, monitoring program budgets, and ensuring all legal, regulatory and pharmacovigilance requirements are being met.

The Associate Director will also interact regularly with brand teams and other internal functional areas including finance, legal, safety, quality, training and others as needed.

• Team Leadership:
  Lead a team responsible for specialty pharmacy access, reimbursement, and affordability activities. This includes, but not limited to supporting day-to-day activities, managing work queues, delegating assignments, developing team skills, establishing baseline goals, and motivating the team. Develop plans for team members within the team to support in achieving their desired goals. Ensure team goals are aligned with overall organizational strategies.
• Program Operations:
  Ensure that all program operations are running smoothly and in accordance with program business rules and all safety, legal and regulatory requirement. Collaborate with Mirum internal stakeholders and partner vendors to update business rules as appropriate. Work with internal MAP team to track and meet or exceed all program KPIs including call volumes, wait times, benefits investigation turnaround times.
• Vendor Management:
  Serve as liaison between Mirum and MAP service vendors. Anticipate and address program challenges and adapt business processes to improve the MAP program.
• Reporting:
  Work with Mirum’s Commercial Insights & Analytics (CIA) to ensure that all key MAP data is reported on time and accurately through the data feeds. Develop and distribute summary reports to key Mirum colleagues on a regular basis. Work with CIA to prepare ad hoc reports as needed.
• Pharmacovigilance (PV):
  Collaborate with PV vendor and Mirum drug safety team to ensure that all adverse events (AEs) and product complaints are reported at the right time in accordance with Mirum guidelines. Serve as point person for Safety team for any data requests related to AEs or to help coordinate required audits of the MAP program.
• Co-pay Program:
  Oversee operations for co-pay program for Mirum products. Manage the MAP team co-pay card enrollment process through the copay vendor integration and/or established process. Develop and update co-pay program terms and conditions for patient notification. Serve as key liaison with co-pay program vendor. Ensure timely reporting of key co-pay program data, and that all co-pay program KPIs are met or exceeded.
  
  Collaborate with brand team to develop co-pay program offers.
• Budgeting:
  Support Director, Patient Services Operations with developing, maintaining and meeting all program budget requirements. Assist with forecasting. Provide Director with timely alerts regarding potential budget overages.
• Patient Access Support (PAS)/Field Reimbursement Managers:
  Support Senior Director, US Payer Account Lead with maintaining open lines of communication between PAS team and MAP team as appropriate.
• Support Director, Patient Services Operations on new program launches. Assist with RFPs as…