Patient Services Leader
Job Opportunity at Spark Therapeutics, Inc

Posted on Apr 3

http://www.sparktx.com    215-220-9300

Location: Philadelphia, PA
Job Type: Full Time
Job ID: W4156662

The Patient Services Leader is responsible for the operational and tactical leadership  of the Spark Therapeutics US Patient Services field (Patient Access Liaisons or PAL) and home office-based (Patient Access Specialists or PAS) teams.   The  Leader will be responsible for operationalizing strategy by aligning Spark values, patient services objectives, measurements, incentives and execution with the goal of assisting patients access to therapy.  Working across the organization, this highly visible position will , manage and lead a patient-centric team of case management professionals. The Leader will set the operational and tactical standards for  an organization that counsels patients and medical professionals, interprets their specific needs, and provides patient-focused, compassionate solutions to assist in therapy access.

US Patient Services  Operational and Tactical Leadership
  • Directly manages two teams of patient services professionals, one field based (Patient Access Liaisons) and one in-house based team in the Spark Hub (Patient Access Specialists)
  • Provides input to patient services strategy
  • Sets the standards and expectations for team and ensures effective execution of the strategy
  • Creates incentive compensations plans which support Spark’s values and ensures patient access to therapy
  • Ensures alignment of objectives, measurements and incentives by developing incentive plans which support Spark’s patient centric values.
  • Fosters team work and communication across the patient services organization in accordance with Spark’s valules and behaviors
  • Managers the development of the competencies within the team
  • Evaluates team effectiveness and seeks to improve efficiencies.
  • Leads  a team of Case Managers to execute Spark’s Case Management function.
  • Leverages best practices and lessons learned across the team which advances effective execution
  • Develops streamlined/efficient operational processes.
  • Understands and executes within  compliance with all US government requirements.
  • Continually re-evaluates ongoing plans and offers insights to head of the organization 
  • Develops and leads PAL and PAS on-boarding process and training program.
  • Participates in the development, testing and implementation of the Patient CRM system.
  • Manages daily operations of the service model with a focus on process improvement.
  • Lead training sessions on all aspects of Patient Services development and technical development program.
Organizational Alignment
  • Interfaces with patients, caregivers, providers and to gain understanding of key needs and programs.
  • Ensures that appropriate information is being disseminated to patients, physicians and insurers from the PAL and the PAS
  • Works closely with field leadership across the Zone Model to ensure appropriate integration of the patient services execution in accordance with Spark policies
  • Manages relationship with Commercial Operations to ensure accrurate and efficienct management of important business metrics
  • Manages strategic advisors in support of the operation (ie co pay vendors, 501c3, travel vendor)

Delivers Patient-Focused Innovative Solutions
  • Makes decisions from the patient’s point of view
  • Displays innovation in thinking and problem solving
  • Decides and acts, even when faced with uncertainty
  • Draws on unexpected or seemingly unrelated ways of thinking
  • Incorporates stakeholder feedback to improve the business
  • Challenges the status quo
  • Anticipates and proactively addresses the conflict and ambiguity inherent in change
  • Proven ability to deliver innovative strategies and tactics to launch disruptive products
Owns the Execution
  • Sets high standards holds themselves as accountable as others
  • Quickly focuses on the critical issues while prioritizing current work
  • Ability to simplify complex situations
  • Moves easily between addressing current needs and planning for the future with informed insight
  • Considers marketplace and economic forces and trends in making sound business decisions
  • Encourages accountability and responsibility that enables others to act with integrity
Leads with Organizational Awareness
  • Excellent organizational and communication skills
  • A team player with a selfless leadership style
  • Self starter/motivated, experience working in environments with resources consistent with a pre-launch phase product
  • Sets and clearly articulates a compelling vision for the future that fosters enthusiasm
  • Demonstratges adaptability and ability to act in a fluid environment
Develops the Organization
  • Demonstrated ability to hire and lead highly effective teams
  • Demonstrated ability to manage multiple projects and excellent ability to prioritize work and meet deadlines
  • Ability to work in a cross-functional team environment - contributing creative ideas and positive energy to the group
  • Builds and improves effective internal systems and processes that align with organizational priorities
  • Builds and fosters effective teams in a matrix organization
  • Considers and addresses business and development needs both locally and globally
  • Ensures the Patient Services organization operates with passion and compassion for the patient

  • Bachelor’s degree, MBA preferred
  • A minimum of 10 years of pharmaceutical industry experience, 5 years with patient services responsibilities
  • At least 4 years of successful leadership of field teams required
  • Leadership experience managing patient services hub preferred
  • In-depth knowledge of specialty product distribution and service company business models
  • New product launch experience with a rare disease product
  • Strong business and analytical acumen


Transforming Patient’s Lives. Spark Therapeutics is a pioneering gene therapy leader transforming the lives of patients suffering from debilitating genetic diseases by developing one-time, life-altering treatments. We are embarking on our goal to deliver the first approved gene therapy product in the US for genetic blinding conditions and have a product pipeline addressing other unmet rare genetic diseases. We have an entrepreneurial culture and are looking for talented and passionate professionals who are committed and motivated to making a difference in the lives of our patients. If you share our passion for excellence and are looking for a dynamic work environment that fosters creativity, scientific innovation and team collaboration, you may be a great fit for our team.

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