Executive Director, Patient Solutions Operations

Job description

California, US residents click here. The job details are as follows: Who We Are We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation. Our public benefit purpose is to provide a brighter future for patients through the development of novel pharmaceutical therapies; and technologies that expand the availability of transplantable organs. United Therapeutics (Nasdaq: UTHR) seeks to travel down the corridors of indifference to develop treatments for rare, deadly diseases. We were founded in 1996 by a family seeking a cure for their daughter’s pulmonary arterial hypertension (PAH). Today, we have six FDA-approved therapies that treat PAH, pulmonary hypertension associated with interstitial lung disease (PH-ILD) and neuroblastoma, a rare pediatric cancer. Our near-term pipeline seeks to develop additional therapies for PAH and pulmonary fibrosis (PF). The cure for end-stage life-threatening diseases like PAH, PH-ILD, PF, and many others is an organ transplant, but only a small percentage of donated organs are available to address the vast need. For this reason, we are working to create manufactured organs to address the shortage of kidneys, hearts, lungs, and livers available for transplant. We believe an unlimited supply of tolerable, transplantable organs will eliminate the transplant waiting list and cure end-stage organ diseases for which transplant is not currently an option. Who You Are You are a patient-centered leader who combines operational excellence, strategic thinking, and a commitment to compliance to improve therapy access, enhance patient outcomes, and develop high-performing teams dedicated to advancing the patient experience. The Executive Director, Patient Solutions Operations is responsible for the operational execution of United Therapeutics' patient support program, United Therapeutics Cares ("UT Cares"). This includes near-term and long-term operational planning to ensure the program is positioned to meet current and future patient needs. This senior leadership role holds accountability for ensuring our patient support programs are executed to the highest extent possible leading to a positive patient experience of starting and continuing one of our therapies. The experience is evaluated based on time to access therapy, the ability to identify and address non-clinical barriers, direct patient and HCP feedback, our internal quality monitoring program, and overall compliant execution. As part of the execution, the leader identifies, establishes, and manages key performance indicators (KPIs) and operating metrics, and regularly shares strategic insights, risks, investment needs, and recommendations with peers and executive leadership. This individual has direct responsibility for three functions: Patient Case Management, Access and Affordability Operations, and Support Operations, which includes Patient Support Quality, Compliance, and Systems. The leader builds, mentors, and develops these patient solutions operational teams, and oversees workforce management to ensure appropriate staffing, capacity, and capabilities. They foster a performance-driven, collaborative, accountable, and patient-centered culture. The role maintains strong program governance, including documented SOPs, audit trails, and quality controls across all patient and HCP-facing services, and serves as the primary executive sponsor for compliance reviews and audits. The leader partners closely with Legal and Compliance to ensure programs adhere to applicable laws and guidance, including OIG guidance, the Anti-Kickback Statute, HIPAA, PDMA, and relevant state regulations. In addition, the leader drives continuous improvement initiatives that increase efficiency, scalability, and patient satisfaction, delivering high-quality, personalized, and compliant support to patients. Lead the operational execution of United Therapeutics' patient support program, UT Cares, and direct near-term and long-range operational planning to ensure program performance, capacity, and service continuity Provide leadership and oversight for Patient Case Management, Access and Affordability Operations, and Support Operations, including Patient Support Quality, Compliance, and Systems Own operational outcomes associated with the patient experience of starting and continuing therapy, including time to access therapy, resolution of non-clinical barriers, patient and HCP feedback, quality monitoring results, and compliant execution Establish, monitor, and govern patient support KPIs and operating metrics to evaluate program performance and inform decision-making Provide executive leadership with strategic insights, risk assessments, investment considerations, and recommendations related to program performance and operational priorities Lead, develop, and mentor patient solutions operational leaders and teams, fostering a performance-driven, collaborative, accountable, compliant, and patient-centered culture Establish and maintain program governance through documented SOPs, audit trails, quality controls, and operational oversight across patient-facing services Serve as the executive sponsor for patient support operational compliance reviews, audits, and corrective action oversight Lead continuous improvement initiatives that enhance operational efficiency, scalability, service quality, and patient satisfaction Direct workforce management planning and long-range capacity strategies to ensure patient and prescriber support needs are met through appropriate staffing and resource allocation Evaluate operational data and performance trends across internal and external patient support teams to identify risks, opportunities, and improvement priorities Ensure operational compliance with program business rules, operating procedures, quality standards, and monitoring requirements Partner with Patient Solutions and Channel Management leadership to execute new programs, operational enhancements, and strategic initiatives Promote a culture of continuous improvement through feedback-driven process enhancements, program optimization, and evolving patient and HCP support needs Lead the performance, development, succession, and engagement of direct reports through goal setting, coaching, mentoring, and performance management Ensure all Patient Solutions activities are executed in compliance with applicable laws, regulations, and company policies Minimum Requirements Bachelor’s degree in life sciences, business, or related field with 15+ years of progressive relevant experience, including progressive people leadership/management experience/leading effective teams or Master's degree with 13+ years of progressive relevant experience, including progressive people leadership/management experience/leading effective teams 10+ years of direct patient services/support/solutions experience leading teams to achieve consistent and measurable results Experience leading and motivating a multi-layered organization to achieve consistent results with a drive towards continuous improvement In-depth knowledge of patient support programs, case management, and adherence program designs In-depth experience utilizing CRM (e.g. Healthcloud, Salesforce) and CTI systems to carry out patient support related activities Specialty pharmacy and channel operations experience Strong communication and interpersonal skills, with the ability to effectively engage with patients, healthcare professionals, and cross-functional teams Excellent organizational, project management skills to lead an effective and compliant operation Strong understanding of CRM and related Patient Support Services technologies Demonstrated ability to partner with legal, regulatory, and compliance partners to ensure the highest level of program compliance and monitoring Empathy, compassion, and a patient-centric mindset to provide the best possible support and care Strong proficiency with Micro