Associate Director, Patient Support (Heme BU)

Job DescriptionGeneral Summary:The

Associate Director, Patient Support Services

is part of the Patient Support Operations leadership team within the US, Heme Business Unit which provides support to individuals prescribed Casgevy, a gene therapy for sickle cell disease (SCD) and transfusion dependent thalassemia (TDT). This individual will be accountable for understanding the Casgevy treatment journey and associated needs of key patient communities. This individual will play a meaningful role within the organization and contribute to the success of the program. The candidate will lead the daily operations of all patient-facing support programming including vendor management and support program offerings. As a subject matter expert, the candidate will be responsible for the implementation of new programming and lead continuous improvement activities to ensure we offer compliant industry-leading support to our patients. You will report to the Senior Director - Heme PSS Operations.Key Duties & ResponsibilitiesDrive Daily Patient Support Performance

Oversee daily operations of all existing patient-facing support programming including:Develop and manage the content and integrity of all program materials to ensure compliant program execution and customer experience.Liaison with PECO Ops leadership & training to identify performance opportunities and support individual CM and team development.Demonstrate compliant management of all exception and escalation requests.Lead monthly program billing and invoicing reconciliation.Track, monitor, and socialize individual program and CM team performance.Lead all patient support program vendor performance and relationships through real-time resolutions, QBRs, escalation management and tracking, onboarding and offboarding oversight.Manage program financial portfolio, with a focus on initiatives that drive operational effectiveness and enhance the patient experience.Lead Program Evolution

Engage with key stakeholders and coordinate industry benchmarking to clearly understand and compliantly support the needs of healthcare providers and patients undergoing treatment with Casgevy.Identify and drive future data strategy, tools, and technology development to support program performance and compliance.Lead the development and implementation of novel patient-facing support programs through cross-functional collaboration with appropriate stakeholders.Monitor landscape for changes, e.g., OIG opinions that may expand or contract our capabilities.Support Team Culture

Create and support a culture of cross-functional collaboration; examples of key internal stakeholders will be marketing, IT, legal, compliance, manufacturing.Champion a high-functioning, psychologically safe, and positive team culture through the support of the Vertex values.As a member of the PECO Ops LT team, think above your role in contributing to the overall operations of this part of the business by voicing ideas which may impact on your colleagues' functional areas.Required Education LevelBachelor's DegreeRequired Experience10 years of combined educational/work experience in any combination of the following:Commercial gene therapy experiencePatient support experienceCare ManagementFamiliarity/experience working with the SCD and/or TDT communitiesExperience launching a productProgram area leadershipProgram design and implementationRequired Knowledge/SkillsSubject matter expert regarding patient support servicesDemonstrated ability to effectively collaborate across multiple teams internally & externallyStrong analytical skills, ability to derive insights from customer and internal team engagementsAbility to manage up and across an organization; can adeptly identify when/what information to share with leadership and/or cross-functional stakeholders at critical time pointsExcellent communication skills, both written and verbal; comfortable engaging with diverse audiences ranging from cross-functional colleagues & senior leaders to HCP customers & patient communitiesComfortable working in a fast-paced, results-driven environment within a growing business unit where we are concurrently learning & building as we drive towards product launchExperience managing external partnersExperience with budget managementExperience collaborating offline and managing formal reviews with legal, compliance, marketingFlex Designation:

Hybrid-Eligible Or On-Site EligibleFlex Eligibility Status:In this Hybrid-Eligible role, you can choose to be designated as:Hybrid : work remotely up to two days per week;On-Site : work five days per week on-site with ad hoc flexibility.Company InformationVertex is a global biotechnology company that invests in scientific innovation. Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

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