Associate Director, Patient Services, Case Management

Kyowa Kirin, Inc.- U.S.

Associate Director overseeing case management and patient support programs for a specialty pharmaceutical company. Ensuring compliant operations, team performance, reimbursement support, and improved patient access to medicines.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $160,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Patient Services management, including case management, reimbursement processes, and operational efficiencies. Proven ability to lead teams, develop talent, and ensure compliance with regulatory standards in the biotech and pharmaceutical industry.

Highest-signal resume keywords

Patient Services ManagementCase Management ExpertiseRegulatory Compliance KnowledgeTeam LeadershipData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient Support Program StrategyOperational ProcessesReimbursement LandscapeSpecialty Pharmacy ExperienceData EvaluationOperational Efficiency ImplementationProduct Launch ExperienceMS Office Suite ProficiencyPatient-Level Data KnowledgeAudit and Investigative Processes

Soft Skills

Interpersonal SkillsCommunication SkillsConflict ManagementDetail OrientationAdaptability

Industry Keywords

Biotech IndustryPharmaceutical IndustryPatient Privacy RequirementsPayer LandscapePatient Support ModelsOperational ExcellenceQuality StandardsBusiness RulesSOPsCultural Sensitivity

About the role

Key responsibilities & impact

Oversee the daily operation of Kyowa Kirin’s Patient Support Programs.
Manage day-to-day patient access and support services, focusing on internal team members and case management.
Hold the internal team accountable for key metrics, quality standards, Business Rules, SOPs, and Rules of Engagement.
Support integration of Patient Support Programs into broader business units, processes, and objectives.
Collaborate with Operational Excellence and Quality leads to deliver a consistent patient and customer experience.
Coach team members and provide feedback through case reviews and quality monitoring.
Develop communication templates, marketing materials, and Patient Services training.
Serve as a subject matter expert on Patient Services processes, systems, data flow, and patient support programs.
Execute Patient Services business objectives with operational excellence.
Oversee the performance, development, and satisfaction of internal Patient Services team members.
Collaborate with home office, field teams, Training, and internal and external Patient Services partners.
Evaluate platforms, processes, data, and Patient Support models and implement improvements.
Manage escalated cases with Hub, PAP, co-pay, and specialty pharmacy partners.
Recommend innovative strategies based on industry experience and benchmarking across products and disease states.
Hold status calls and follow up with teams and partners.
Run daily reports to support operational efficiency.
Ensure program operations comply with applicable laws, regulations, Company Policies, HIPAA, and patient privacy requirements.

Requirements

What you’ll need

Bachelor’s degree or equivalent experience required.
Minimum of 7 years of experience in Patient Services in the biotech/pharmaceutical industry required.
Experience working with Specialty Pharmacies required.
Experience in rare diseases required.
Expert knowledge of case management, reimbursement landscape, patient support program strategy, operational processes, technology, and data.
Experience in team leadership, persuasion, influence, and conflict management.
Detailed understanding of Patient Services regulatory and compliance requirements, including audit and investigative processes.
Detailed understanding of the payer landscape across product types.
Ability to recruit, develop, and retain top talent.
Strong tactical and operational execution skills.
Product launch experience preferred.
Ability to identify, develop, implement, and execute operational efficiencies.
In-depth knowledge of specialty channel patient-level data.
Experience with data analysis and evaluation required.
Ability to drive operational growth and meet standard performance objectives.
Strong business acumen and fluent understanding of reimbursement process terminology required.
Proficiency in MS Office Suite.
Ability to organize, prioritize, meet deadlines, make decisions, and change course quickly.
Strong interpersonal and communication skills and strong work ethic.
Detail orientation and excellent follow-through.
Ability to handle ambiguity in a dynamic, fast-paced, high-growth environment.
Passion for personal learning and development.
Cultural sensitivity and ability to develop consensus within a multinational organization.
Up to 25% domestic and international travel required.

Benefits

Comp & perks

Medical, Dental & Vision Insurance
Basic and Voluntary Life and AD&D Insurance
Short- and Long-Term Disability Insurance
Flexible Spending Accounts
Health Savings Account
Business Travel Insurance
Employee Assistance Programs
Pet Insurance
Retirement Savings 401k with company match
Well-Being and Work-Life Programs Including Gympass, Nutrition Counseling, Volunteer Time Off, Flexible Work Arrangements, Parental Leave, Adoption Assistance, and TouchCare Insurance & Billing Support
Generous Paid Time Off, Sick Time, & Paid Holidays
Perks and Discounts with Tickets at Work and LifeMart
Reward & Recognition Programs
Career Development and Training