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Director, Patient Support Program Operations

2 weeks, 4 days ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
HIPAA Salesforce
Apply Now
Praxis Medicines

Praxis Medicines

Praxis Medicines is focused on translating genetic insights into the development of precision therapies aimed at treating central nervous system disorders characterized by neuronal imbalance, with a commitment to making significant advancements in neur...

Pharmaceuticals
51-250
View All Jobs 10

Description

  • Operationalize the HUB by standing up intake pathways, process flows, SOPs, training materials, call guides, FAQs, and quality controls.
  • Partner with vendor and technology teams to support Salesforce CRM configuration, data flows, and end-to-end systems integrations.
  • Explore and implement AI-powered features, automation, and emerging integrations to improve operational efficiency.
  • Recruit, onboard, develop, and performance-manage the patient support team ahead of launch.
  • Define service-level standards, monitor performance, conduct root-cause analysis, and hold teams and vendors accountable.
  • Serve as the primary operational liaison across HUB, field teams, MSLs, market access, commercial, medical, legal, and vendor partners.
  • Own the end-to-end patient and HCP experience to ensure seamless, compliant support and access outcomes.
  • Manage complex case escalations, patient safety events, and adverse event reporting pathways.
  • Oversee vendor performance, contract adherence, and vendor evaluation and onboarding where needed.
  • Ensure HIPAA compliance, audit readiness, accurate documentation, data capture, budget management, and launch readiness.

Requirements

  • Rare disease experience is required; candidates without direct rare disease PSP or HUB experience will not be considered.
  • Direct experience managing internal HUB operations is required.
  • Experience managing a case manager team is required.
  • 7+ years of progressive experience in patient services, PSP operations, or HUB leadership supporting patients and HCPs in a rare disease environment.
  • Proven experience building or operationalizing PSP infrastructure in pre-launch or early commercial settings.
  • Experience launching a program from inception, not just managing an existing one.
  • Experience with small patient populations, named patient programs, or rare disease registry requirements is strongly preferred.
  • Strong cross-functional leadership and the ability to influence without authority across commercial, medical, legal, and market access teams.
  • Proven change management skills in a fast-moving, pre-launch environment.
  • Hands-on experience configuring or administering Salesforce CRM in a patient services or HUB environment is strongly preferred.

Benefits

  • Annualized base salary of $215,000 to $235,000 USD.
  • 99% employer-paid medical, dental, and vision premiums.
  • Company-paid life insurance, AD&D, and disability benefits, plus voluntary coverage options.
  • Dollar-for-dollar 401(k) match up to 6%.
  • Long-term stock incentives and ESPP.
  • Discretionary quarterly bonus.
  • Flexible wellness benefit, generous PTO, paid holidays, and company-wide shutdowns.
  • Remote work flexibility with travel as needed.

Interested in this position?

Apply directly on the company website

Apply Now

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