Associate Director, Patient Services Process Manager

Join us as we transform immunology and deliver medicines that help autoimmune patients get their lives back.
argenx is preparing for multi-dimensional expansion to reach more patients through a rich pipeline of differentiated assets, led by VYVGART, our first-in-class neonatal Fc receptor blocker approved for the treatment of gMG, and with the potential to treat patients across dozens of severe autoimmune diseases.

We are building a new kind of biotech company, one that maintains its roots as a science-based start-up and pushes our commitment to innovate across all corners of our business.
We strive to inspire and grow our company, our partnerships, our science, and our people, because when we do, we deliver more for patients.

The Associate Director, Patient Services Process Management is a critical role in the argenx Patient Services team.
Under the direction of the Head of Patient Services, the Associate Director, Patient Services Process Management is responsible for Patient Services process design and improvement initiatives ensuring patients receive timely access to therapy.
Developing and harnessing data driven insights, the Associate Director, Patient Services Process Management will work with cross-functional colleagues to continually improve processes contributing to patients starting and staying on therapy.
The Associate Director, Patient Services Process Management will also be function as the overarching Patient Services system owner for CRM enhancements/evolution, collaborating with key internal Patient Services team members.

The Associate Director, Patient Services Process Management will be responsible for process development, process improvement, documentation (SOP/Work Instructions), and influencing data-driven analytics on Patient Services processes and outcomes to support a prioritized continual improvement process.

The Associate Director, Patient Services Process Management will co-create with key internal stakeholders to map program/processes, govern SOPs and optimization initiatives, and prioritize the CRM enhancement schedule on behalf of Patient Services.
The Associate Director, Patient Services Process Management will play a critical role in analyzing Patient Services processes for optimization opportunities via informal process improvement and more formal process improvement vehicles such as DMAIC (Define Measure Analyze Improve and Control).
These optimization efforts may be driven from inputs such as ATUs, satisfaction surveys, organic customer feedback, key performance indicators (KPIs), or process mapping.

Roles and Responsibilities

By executing the following duties, the Associate Director, Patient Services Process Management will help ensure best in class support to health care providers and patients in accessing medically necessary treatments, complying and adhering to prescribed treatment to ensure safety, and minimizing reimbursement obstacles that may impede treatment access:

• Designs and documents Patient Services processes and leads overall process development for the department, working with key Patient Services team members (HUB, Copay, Nurse Case Managers, Quality Assurance, etc)
• Ensures process improvements are mapped and prioritized to CRM enhancements and maintains overall prioritization of CRM enhancement schedule on behalf of Patient Services (CRM system owner)
• Works with the commercial data analytics team in the creation of operational dashboards to support the business and business reviews with key vendors and internal management, as well as to ensure appropriate data sets are represented in the commission of internal process improvement as well as external success reporting
• Documentation and management of Patient Services SOPs and work instructions
• Collaborates with key matrix partners to ensure Patient Services processes are optimized across broader processes
• Collect and analyze key inputs (KPIs, customer feedback, ATUs, customer satisfaction, process metrics) and conduct root cause analysis and drive resolution efforts where necessary
• Responsible for ongoing Patient Services Six-Sigma process improvements
• Collaboration with key cross-functional partners to align on processes, process improvement, CRM system enhancements, and project management
• Establish impact assessment processes and manage change request impact assessment working with the appropriate cross functional colleagues
• Collaboration with Patient Analytics and Business Information Systems teams to support leadership in the development of systems, system upgrades, and ensure reporting meets program needs
• Effectively communicate complex ideas and/or projects to differing levels of leadership for applicable endorsement

• Demonstrated experience analyzing complex information from multiple sources (data sets, surveys, live workshops, etc.) to identify trends, root causes, and improvement opportunities
• Extensive experience in process mapping, workflow analysis, and continuous improvement methodologies such as Lean, Six Sigma, or Kaizen
• Expert user of process/visualization management tools like Miro, LucidChart or Visio
• Expert user of Excel and data analysis functions
• Expert level with PowerPoint
• Background in quality assurance practices, including the development and implementation of quality control measures and systems
• Experience with Patient Services CRM technology (SalesForce Healthcloud preferred)
• 5 years of experience in the biotechnology or pharmaceutical industry
• Experience launching a specialty product preferred
• Proven experience working cross functionally on strategic planning as well as managing and collaborating to ensure tactical execution
• Bachelor's degree required