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

Accountabilities

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