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Associate Director, Patient Services, Operations

Company: Vertex Pharmaceuticals
Location: Boston
Posted on: February 16, 2020

Job Description:

Vertex is looking to hire an Associate Director Quality & Compliance to join our Patient Services team. The Patient Services team (Guidance & Patient Support or "GPS") is a group of compassionate and determined individuals who provide personalized reimbursement, educational, and ongoing product support for patients who have been prescribed our medicines. GPS is comprised of three integrated teams: (1) Patient Support, (2) Operations, and (3) Communications, Adherence & Insights.As the Associate Director you will be a part of our Operations team, where you will play a meaningful role within GPS and contribute to the success of the program. You will lead all aspects of Quality & Compliance in GPS. As a subject matter expert, you will be responsible for playing a crucial role to support patients in the best way. You will report to the Director of Operations.Key Responsibilities:Act as the Liaison with Legal, Compliance, and Privacy Office on various topics. Develop formal trainings for GPS as needed.Manage Quality assurance program within GPS in partnership with key stakeholders: evaluate and implement scalable process and technology to support an expanded Patient Support Specialist Team of varying tenure and experience.Liaise with the office of Business Integrity & Ethics, Legal, and other field facing teams to proactively enhance how our cross-functional teams can appropriately interact together and with external stakeholders; ensure guidance is clear, up to date, and pulled through.Responsible for GPS document management strategy and maintenance including;Maintain & develop program and operational content (Work Instructions, etc.)Develop and Review internal and external SOPsDevelop, implement and record a standard review processesContributes to the development of continuous quality process improvementsResponsible for internal GPS audit program; utilize metrics and analytics to provide insight into process adherence, assess skill gaps and ultimately inform appropriate and meaningful training programs (liaise with Commercial Training)Responsible for audit of external GPS vendors; lead assessment, present findings, and track outcomes & deliverablesLead for GPS on internal audits conducted directly by Vertex personnel; oversees and engages on external audits conducted by a vendor on behalf of VertexPresents findings to internal team and appropriate service providers (as needed)Work closely with GPS stakeholders to ensure appropriate steps are taken to address audit findings/observations of nonconformance; ensures adequate and timely closure of CAPAs generated from auditsLead/participate in writing Requests for Proposals (RFPs) when engaging with vendors to conduct audits on behalf of Vertex.Identifies and escalates critical quality issues appropriately to Sr. management.Lead the Patient Enrollment Team responsible for enrolling patients into our program, ensuring compliance with enrollment criteriaMinimum QualificationsA Bachelor's degree with 5+ year's pharmaceutical/biotech industry experienceExperience working in a Quality or Compliance role or relevant comparable background preferredIntellectually curious with a continuous improvement mindset; high customer service aptitude, seeks to understand and self-educate on current trends in patient services quality programsUnderstands how systems and databases are structured, has the ability to consolidate multiple data sources, and synthesize large datasets into key findings and recommendations.--Preferred Qualifications:Experience in patient focused programs within associated HIPAA regulations and other legal parameters and patient privacy policies Patient-centric and customer service mindedProduct Launch experience of drugs with complex service modelsWillingness to work in a fast pace environment, and have the ability to multi-task and self-prioritize workloadAttention to detail and committed follow-through in communication to internal and external partnersExcellent written communication skills, presentation delivery as well as strong interpersonal skills#LI-SL1

Keywords: Vertex Pharmaceuticals, Boston , Associate Director, Patient Services, Operations, Executive , Boston, Massachusetts

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