Director, Patient Services, HUB & Field Access Operations San Francisco, California, United States - BridgeBio Pharma

BridgeBio is a biopharmaceutical company founded to discover, create, test, and deliver transformative medicines to treat patients who suffer from genetic diseases and cancers with clear genetic drivers. We bridge the gap between remarkable advancements in genetic science in academic institutions and the delivery of meaningful medicines to patients. Founded in 2015, the company has built a portfolio of 20+ drug development programs ranging from preclinical to late-stage development in multiple therapeutic areas including genetic dermatology, precision oncology, cardiology, endocrinology, neurology, pulmonology, and renal disease, with two approved drugs.

Our focus on scientific excellence and rapid execution aim to translate today’s discoveries into tomorrow’s medicines. We have U.S. offices in San Francisco, Palo Alto, and Raleigh, with small satellites in other parts of the country. We also have international offices in Montreal, Canada, and Zurich, Switzerland, and are expanding across Europe.

BridgeBio is looking for an Associate Director/Director, Operations for Patient Services, HUB, and Field Access to lead the operations responsibilities for BridgeBio’s portfolio of Commercialized assets. This position will report to the Head of Patient Services. This individual is responsible for engaging with patient support program vendors, internal patient access liaison (PAL) & field reimbursement manager (FRM) team, and cross-functional teams.

The Associate Director/Director, Operations for Patient Services, HUB, and Field Access will play a critical Commercial role in support of BridgeBio assets. The primary goal will be to manage the end-to-end operations for the patient services and PAL & FRM teams and execute on all new product launch activities. The Associate Director/Director, Operations for Patient Services, HUB, and Field Access will work collaboratively with internal colleagues to align on the patient support program goals and pull through on brand strategies.

The ideal candidate should be prepared to work in a fast-paced environment and must be able to collaborate with multiple internal and external stakeholders, including Legal, Compliance, Sales, Commercial Analytics, Commercial IT, Pharmacovigilance & Market Access. Additionally, exceptional judgment, business acumen, discretion, communication skills, the ability to empathize, and strong relationship-building skills are a must.

Responsibilities

• Assist in the development of patient support programs under the branding of ForgingBridges which result in positive customer experience
• Implement new access initiatives/programs
• Participate in the tactical planning for upcoming launches, launch meetings, and market access team meetings
• Partner with the Market Access Marketing/Brand Marketing team to identify promotional collateral which would provide value to the patient community
• Ensure programs and materials comply with direction from Medical, Legal & Regulatory (MLR)
• Manage day-to-day operations for fully launched patient support programs
• Has oversight of contracts and partnership with patient support program vendors (copay, free goods pharmacy, hub, etc.)
• Create and coordinate smooth communications handoff process between hub, PAL/FRM teams
• Monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure vendors are meeting goals
• Manage vendor and internal PAL/FRM business rules/operations procedure documents, including drafting, as needed and partnering with legal/compliance for review and implementation
• Ensure program compliance with program business rules/operation procedures through regular auditing of cases/phone calls
• Coordinate weekly status calls and follow ups with internal/external stakeholders
• Serve as a day-to-day liaison with field teams, marketing and sales managers, other stakeholders which include resolving escalation issues
• Train internal stakeholders on patient support program and PAL/FRM processes and rules of engagement
• Review and analyze data reporting from the vendors to identify issues, trends and potential interventions to ensure program excellence
• Stay connected with BridgeBio Commercial Analytics and Commercial IT on the internal CRM and PAL/FRM reports & dashboards & external CRM, and accounts activity tracking
• Work closely with Head of Patient Services to resolve any issues and implement new program initiatives, PAL/FRM activity, ensure integration of marketing strategies and goals are consistently communicated across all vendor partners and materials for HCP, pharmacy and patient audiences
• Provide regular updates and analysis of patient programs and field access to Head of Patient Services
• Attend patient meetings and represent BridgeBio at industry conferences
• Other additional responsibilities may be assigned
• Travel to sales meetings and medical offices as necessary
• 20 – 30% travel is required

No matter your role at BridgeBio, successful team members are:

• Patient Champions, who put patients first and uphold strict ethical standards
• Entrepreneurial Operators, who drive toward practical solutions and have an ownership mindset
• Truth Seekers, who are detailed, rational, and humble problem solvers
• Individuals Who Inspire Excellence in themselves and those around them
• High-quality executors, who execute against goals and milestones with quality, precision, and speed

Education, Experience & Skills Requirements

• Minimum of 8-10 years of Biotech/Pharma experience
• Cardiology, Pediatric, Oncology and Rare Disease experience are preferred
• Strong communication and interpersonal skills
• Ability to work independently and in a team environment
• Must have a strong foundation and experience working closely with patient support programs including copay, cost sharing programs, affordability design, and hub models for medical and pharmacy benefit products
• Comprehend the complex environment of the specialty market, buy and bill, reimbursement/access challenges, as well as the OIG/CMS/legal guidelines for offering patient support program
• Demonstrate excellent analytical skills and the ability to develop sound strategies in response to patient access
• Previous experience directly managing patient and provider support hub or services to ensure patient access to treatment
• Exhibit superior communication (oral and written) and teamwork skills to effectively contribute across cross-functional teams
• Training experience is a plus
• Extremely detail oriented to create and manage program documents
• Experience establishing and maintaining high-level relationships with key decision-makers

What We Offer

• Patient Days, where we are fortunate to hear directly from individuals living with the conditions we are seeking to impact throughout the year and learn how we can improve our efforts
• A culture inspired by our values: put patients first, think independently, be radically transparent, every minute counts, and let the science speak
• An unyielding commitment to always putting patients first. Learn more about how we do this here
• A de-centralized model that enables our program teams to focus on advancing science and helping patients. Our affiliate structure is designed to eliminate bureaucracy and put decision-making power in the hands of those closest to the science
• A place where you own the vision – both for your program and your own career path
• A collaborative, fast-paced, data-driven environment where we inspire ourselves and each other to always perform at the top of our game
• Access to learning and development resources to help you get in the best professional shape of your life
• Robust and market-competitive compensation & benefits package (Base, Performance Bonus, Equity, health, welfare & retirement programs)
• Flexible PTO
• Rapid career advancement for strong performers
• Potential ability to work on multiple BridgeBio Pharma programs across multiple therapeutic areas over time
• Commitment to Diversity, Equity & Inclusion

At BridgeBio, we strive to provide a market-competitive total rewards package, including base pay, an annual performance bonus, company equity, and generous health benefits. Below is the anticipated salary range for candidates for this role who will work in California. The final salary offered to a successful candidate will depend on several factors that may include but are not limited to the type and length of experience within the job, type, and length of experience within the industry, educational background, location of residence and performance during the interview process. BridgeBio is a multi-state employer, and this salary range may not reflect positions based in other states.