Regional Manager - Patient Services

Alnylam (Nasdaq: ALNY) is delivering on a bold vision to turn scientific possibility into reality, with a robust RNA interference (RNAi) therapeutics platform. As the pioneer in RNAi and the leading RNAi therapeutics company, we have always been uncompromisingly dedicated to translating the breakthrough science into transformational medicines to help as many people as possible. Long focused on rare and genetic diseases, our scientific advances are now allowing us to bring the power of RNAi therapeutics to more prevalent diseases and as a result, we are beginning to recognize the full potential of this new class of medicines.

Alnylam is committed to its journey to become a top 5 independent, global biopharma company. We are already admired and recognized for our dedication to patients, company culture that empowers people to do their best work, track record of scientific innovation, social responsibility, and commercial excellence.

Founded in 2002, and headquartered in Cambridge, Mass., Alnylam has over 1,650 employees at work across the globe. We are seeking smart, passionate, “change the world” kind of people who are ready to say, “challenge accepted” to our mission. Thanks to the commitment of every employee globally, Alnylam is proud to have been recognized as one of Fast Company’s 2021 Best Workplaces for Innovators, a Science Magazine Top Employer three years in a row (2019-2021), a Boston Globe Top Places to Work seven years in a row (2015-2021), a Great Place to Work in Asia, Japan, Brazil, the U.K., Germany, Spain, Netherlands, Italy, France and Switzerland, Seramount’s 100 Best Companies (formerly Working Mother 100 Best Companies) and Best Companies for Dads, Bloomberg’s Gender Equality Index two years in a row (2021-2022), among others. At Alnylam, we are committed to fostering a diverse, equitable and inclusive work environment, culture, and workforce, and we support several Employee Resource Networks.

Overview

Our Patient Services team provides exceptional customer service on all levels. The US Patient Services Regional Manager is a critical component of the commercial strategy and responsible for developing and leading a regional team of Case Managers that will provide access and therapy management services for Alnylam’s portfolio of products. Reporting to the Director, National Case Manager Lead, the Regional Manager will be responsible for managing day-to-day operations as well as developing goals and objectives for the region that align with business unit and corporate goals.

The focus of this position is to oversee and maintain a high level of customer service to both an internal and external customer base. The successful candidate will be a resource and coach for the team. This position requires the ability to build strong relationships with internal business leaders and collaborate to improve performance and optimize services. This is a hybrid role with the ability to be in the office a few days/week when needed.

Key Responsibilities

• Provide direction and guidance on day-to-day Patient Services operations
• Build and sustain positive, effective working relationships with key internal and external customers
• Responsible for identifying regional trends and driving the development and implementation of short and long-term strategies.
• Maintain close collaboration with key functions and support business work streams to achieve company goals and objectives.
• Work closely with regional leadership team to ensure customer success for staff and patients.

• Work collaboratively with other members of the Patient Services management team to proactively drive business process improvements.
• Actively participate and be responsible for recruiting activities for respective team
• Identify and address training, performance, and competency needs to ensure achievement of business objectives. Continuously assess performance and work environment needs against business need. Identify external and internal factors impacting performance and develop a plan to address them.
• Ensure functional coverage of hours of operation. Manage caseload distribution to enable individual and business unit success.
• Act as resource to employees, in management and technical knowledge, as appropriate.
• Ensure that staff documents/records all interactions with patients, caregivers/family members, health care providers, payers, and service partners in the CRM.
• Develop and implement tracking and measurement systems. Ensure data integrity of direct reports’ data entry. Assign, manage and report on goals and performance to goals.
• Review and monitor specific customer requests to ensure excellent customer service and customer experience.
• Manage and ensure there is a high level of focus on customer service. Ensure that customer complaints and inquiries are satisfactorily resolved.
• Stay abreast of the changing conditions in the market to ensure that all patient service’s activities reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service
• Enhance the customer experience via benchmarking and external and internal customer feedback
• Keep current on reimbursement trends.
• Manage own workload, prioritize, plan, and organize projects and work with respect to timelines.
• Oversee the development of departmental policies, procedures, and special projects.
• Collaborate with internal stakeholders to develop KPIs and reporting dashboards to track critical launch metrics.

• Partner with the marketing group to identify programs and materials that would provide value to the Alnylam patient community.
• Complies with all corporate policies, internal procedures and training and applicable laws and industry codes in collaboration with Alnylam Legal, Regulatory and Compliance

Qualifications

• Bachelor’s Degree required
• 7+ years recent experience in the healthcare or pharmaceutical/biotech industry. Ultra-rare disease experience a plus. Familiarity with patient and provider support services
• Previous management experience required
• Knowledge of private payer, Medicare, and Medicaid structure, systems, and reimbursement process
• Experience and proficiency in working with a Customer Relationship Management System, such as Salesforce.com
• Proven experience and successful track record leading, developing and coaching teams
• Ability to work effectively across functions (field/marketing/medical affairs/patient advocacy/managed markets/legal/compliance)
• Ability to communicate and influence effectively with all levels of the organization (verbal, written and presentation skills)
• Possess strong critical thinking, problem solving, and analytical skills with attention to detail
• Ability to work independently and manage competing priorities
• Desire to innovate and work in a fast-paced, energetic environment
• Self-starter who is highly passionate about rare disease and Alnylam’s core values:
  • Commitment to People, Innovation, Discovery, Sense of Urgency, Open Culture, and Passion for Excellence
• Ability to travel up to 10% for key meetings as needed
• If employed in the U.S., being fully vaccinated against COVID-19 as defined by the Centers for Disease Control and Prevention (CDC) is required

Alnylam Pharmaceuticals is an EEO employer committed to an exciting, diverse, and enriching work environment