Rx Onboarding and Care Coordinator Lead, East

Team Leadership & Development

• Lead, coach, and develop a team of ROCCs across the East Region by providing ongoing performance feedback, field coaching, and development support.
• Reinforce role clarity, compliant ways of working, and patient-centric behaviors.
• Support onboarding, training, and capability development across the team.
• Foster a culture of accountability, collaboration, empathy, and continuous improvement.

Center of Excellence Leadership

• Serve as regional lead for the ROCC role within the ACE CoE.
• Establish and reinforce standards, best practices, and operating procedures.
• Ensure consistent execution, governance, and accountability across patient support activities.
• Lead regional escalation management and support resolution of complex access, reimbursement, site-of-care, and patient experience challenges.
• Identify operational gaps, emerging trends, and patient journey barriers and partner cross-functionally to implement solutions.
• Share field insights to inform CoE standards, training, metrics, and process improvements.

Patient Access & Care Coordination

• Oversee patient onboarding, education, access coordination, and care navigation activities throughout the treatment journey.
• Support complex patient cases and provide guidance on non-clinical barriers to treatment.
• Help ensure patients and caregivers have access to appropriate educational, financial, and logistical support resources.
• Monitor patient journey metrics and identify opportunities to improve treatment initiation and ongoing patient experience.

Cross-Functional Leadership

• Partner closely with Field Reimbursement, Infusion Educators, Case Managers, Account Managers, Specialty Pharmacy, Advocacy, Marketing, Compliance, and other internal stakeholders.
• Drive collaboration to resolve barriers, improve processes, and deliver a seamless patient and provider experience.
• Communicate regional insights, risks, trends, and recommendations to leadership.

Operational Excellence & Compliance

• Establish consistent operating rhythms, team communications, case reviews, and coaching activities.
• Monitor execution, documentation quality, and follow-up on patient support activities.
• Ensure compliance with all company policies and applicable legal, regulatory, privacy, and reporting requirements.
• Support effective use of systems, data, reporting, and escalation processes to drive execution excellence.

• 8+ years of experience in biotechnology, pharmaceuticals, patient services, patient access, reimbursement, HUB services, case management, field reimbursement, or related functions.
• Prior experience leading patient support, access, reimbursement, care coordination, or field-based teams.
• Strong knowledge of patient access, benefit verification, prior authorization, affordability programs, specialty pharmacy, HUB services, and reimbursement processes.
• Experience supporting complex therapies, rare diseases, infusion therapy, buy-and-bill, and site-of-care models preferred.
• Demonstrated success leading teams, managing escalations, and driving consistent execution across regions.
• Strong cross-functional collaboration, communication, and leadership skills.
• Launch experience preferred.
• Knowledge of HIPAA, FDA, OIG, adverse event reporting, and compliance standards.
• Bilingual Spanish preferred.