Lead, Patient Support Program Operations - Remote

Lead, Patient Support Program Operations

United States - Remote

Location: This position may be performed remotely, but requires the flexibility and willingness to travel as needed.

Praxis is preparing for its first commercial launch. The Lead, PSP Operations will partner closely with the Head of Patient Services to operationalize the Relutrigine PSP and stand up the internal HUB ahead of approval.

This is a builder‑operator role. You will translate strategy into execution by standing up workflows, pressure‑testing processes, and ensuring systems, teams, and partners are ready for launch. You will serve as the operational integrator across the HUB, field teams, and partners to ensure every patient touchpoint is seamless, compliant, and reliable.

You will own day‑to‑day HUB execution, including case management operations, workflow integrity, and performance management. This includes building and refining intake pathways, SOPs, training, and quality controls that enable consistent, high‑quality execution.

A critical part of this role is applying strong technology judgment, leveraging CRM platforms, and tools to improve efficiency, data quality, and patient experience in a practical, compliant way that enables an exceptional HUB experience. You are curious and proactive, comfortable testing new approaches while maintaining a high bar for patient safety and compliance, and know when to pilot versus scale proven solutions.

• Operationalize the HUB:
  Stand‑up core PSP operations including intake pathways, SOPs, training materials, call guides, FAQs, and quality controls.
• Translate strategy into execution:
  Implement program design, pressure‑test workflows, and ensure processes perform reliably in real‑world conditions.
• Partnership &
  
  Collaboration:
  
  Ensure clear, consistent handoffs across HUB, field teams, and vendor partners.
• Ensure systems support operations:
  Ongoing engagement with technology partners to configure tools and resolve gaps quickly.
• Establish and manage performance standards:
  Define SLAs, monitor performance, conduct root‑cause analysis, and hold teams and vendors accountable.
• Lead day‑to‑day operations:
  Lead onboarding, training, and ongoing performance management to drive consistent, high‑quality execution.
• Drive data integrity and visibility:
  Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and risk.
• Embed compliance into execution:
  Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and Compliance.
• Own launch readiness:
  Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch readiness.

• 7+ years of progressive experience in patient services, PSP operations, or HUB leadership, or within complex health system–based care coordination models, supporting patients and HCPs within the rare disease environment.
• Proven experience building or operationalizing PSP infrastructure in pre‑launch or early commercial settings.
• Direct experience standing up HUB operations, including workflow execution, SOP/BRD development, training, and performance management.
• Strong ability to translate strategy into execution with a focus on reliability, scalability, and real‑world performance.
• Demonstrated success managing vendor performance and enforcing SLA‑driven accountability.
• Strong technical acumen with CRM systems, case management platforms, and patient‑facing tools.
• Experience applying automation and/or AI‑enabled solutions to improve operations, with sound judgment on where and how to use them appropriately.
• Data‑driven operator who uses metrics to identify issues, drive decisions, and close gaps quickly.
• Clear, candid communicator who builds alignment, challenges constructively, and takes full ownership of outcomes.
• This role is best suited for someone who has built or rebuilt PSP operations under real launch timelines, not someone who has only maintained or optimized an existing program.
• Physical and mental requirements include regular use of a…