Assistant Director, Patient Services Innovation and

2 weeks ago

Carlsbad, United States Ionis Pharmaceuticals, Inc. Full time

Headquartered in Carlsbad, California, and with offices in Boston, Massachusetts, and Dublin, Ireland, Ionis has been at work for more than three decades discovering medical breakthroughs that have redefined life for people with serious diseases. We are pioneers in RNA-targeted medicines, and our platform continues to revolutionize drug discovery and transform lives for patients with unmet needs. With five currently marketed medicines for serious diseases and an expansive late-stage pipeline, we continue to build upon our groundbreaking innovations in science and technology to provide greater value to patients; and we are well positioned financially to deliver on our strategic goals.

At Ionis, we pride ourselves on cultivating a challenging, motivating and rewarding environment that fosters innovation and scientific excellence. We know our success is a direct result of the exceptional talent and dedication of our employees.

With an unprecedented opportunity to change the course of human health, we look to add diverse individuals, skill sets and perspectives to our exceptional team. We continue to invest time, money, and energy into making our onsite and remote work environments a place where solid and lasting relationships are built and where our culture and employees can thrive.

**ASSISTANT DIRECTOR, PATIENT SERVICES INNOVATION AND OPERATIONAL EXCELLENCE**

**SUMMARY**:
**About the Innovation Laboratory**:
The Innovation Laboratory is a cross-functional collaborative ecosystem to co-create with customers, drive better patient outcomes and spotlight Ionis’ commitment to patients. It is a space where cross-organizational vendor expertise sparks collaborative transformation. Ionis Patient Services and vendor leaders will work together in this space to continuously innovate patient service offerings, monitor performance, and improve operational efficiency. The Innovation Laboratory focuses on prioritizing excellence in every customer interaction, upholding Ionis’ commitment to every moment matters.

**RESPONSIBILITIES**:
**_ Innovation Lab Operations_**
- Manage the day-to-day operations of the Innovation Lab, including vendor collaboration, data monitoring activities, and cross-functional workshops
- Establish and run meetings with appropriate stakeholders to ensure task delivery and adherence to timelines and lead project communications to ensure appropriate information share
- Escalate risks, issues and mitigation plans in a timely manner with Patient Services Innovation and Operational Excellence Executive Director and key stakeholders

**_Vendor Management_**
- Support implementation of hub/ affordability platform services and lead vendor oversight, in the management of day-to-day operations to ensure efficient delivery of services
- Provide visible metrics, tracking and early escalation for all key initiatives under support to ensure rapid resolution, cross-business learnings and continuous improvement
- Create reporting dashboards that provide real-time visibility into performance of patient services and analyze brand agnostic data to identify trends, opportunities and areas for improvement for patient services
- Collect VOC (voice of customer) and VOB (voice of business) feedback used for continuous operations improvement

**_Cross-functional Collaboration_**
- Supports business operations initiatives of Innovation Lab to streamline processes within function and across cross-functional departments
- Represent the department on cross-functional project teams, as requested
- Collaborate with cross-functional teams to ensure vendor compliance with quality and regulatory standards

**REQUIREMENTS**:

- Bachelor’s degree required (in business, science, or related field)
- At least 6 years of pharmaceutical, biotech, consulting or healthcare services experience required
- Prefer recent 3 years of experience in roles within the following functions: business operations, pharmaceutical patient services, launch excellence, or commercial analytics
- Strong knowledge in pharmaceutical specialty products preferred
- Experience leading cross-functional teams including strategy, data and planning, creative, production, technology, operations, finance, and resourcing
- Expert-level project management for complex implementations and/or operations
- Experience in strategic plan development and execution required
- Customer service / customer experience excellence is a plus
- Excellent organizational skills including ability to prioritize and high attention to detail
- Demonstrated strong leadership, negotiation, and management skills
- Proficient in MS Office Suite
- Proven strategic, analytical and problem-solving skills with ability to translate innovative ideas into actionable plans
- Skilled with data analytics, data tools, and innovative methodologies
- Demonstrated ability to communicate and translate technical concepts to non-technical stakeholders
- Ability to build professional relationships with inter

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