Associate Director – Field Care Model Operations

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the primary field resource for the implementation of care models, assisting FRMs and clients during the launch and ongoing feature updates.

• Function as an escalation point for care model and patient services challenges that arise in the field.

• Conduct regular field visits with FRMs to observe execution, pinpoint friction points, and provide immediate problem-solving assistance.

• Oversee the consistency of care model execution across various regions; identify patterns and highlight gaps to leadership along with suggested solutions.

• Guide field teams on patient services offerings, enabling FRMs to accurately convey program features to healthcare professionals and their staff.

• Acquire a working knowledge of IRA provisions relevant to Botox, encompassing program design, Medicare dynamics, and formulary implications.

• Collaborate with Market Access, Training, and Commercial teams to convert IRA policy changes into field guidance, FAQs, and objection-handling tools.

• Monitor emerging IRA implementation signals from the field and share insights that inform national strategy and messaging modifications.

• Design and conduct training initiatives for FRMs regarding care model features and patient services programs.

• Provide senior-level coaching and mentorship to FRMs.

• Collaborate with HUB, Training, Market Access, and Patient Services colleagues to promote care model objectives and address systemic operational challenges.

• Influence outcomes across matrixed teams without direct authority.

⛳️ Requirements

• A minimum of 7 years of experience in patient services, care model support, field reimbursement, or a closely related role within the pharmaceutical or biotech sector.

• Proven ability to function effectively at a senior level in a matrixed, cross-functional environment.

• Direct experience collaborating with or within field-based teams.

• Comfortable working in an unstructured, high-travel setting.

• Strong working knowledge of patient support programs, HUB services, specialty pharmacy operations, and access and reimbursement dynamics.

• Familiarity with Medicare and the impacts of the Inflation Reduction Act (IRA) on brand and patient services strategy.

• Demonstrated capability to triage and resolve complex operational issues under time constraints, with excellent follow-through.

• Exceptional communication and facilitation skills.

• Ability to translate complex policy or process information into clear, actionable guidance for field teams.

• Proficient at influencing without authority within a matrixed organization.

• Willingness and ability to travel 60–75%, including regular regional field visits and occasional national meetings.

• Preferred: Experience in supporting a care model launch or a significant patient services program transition.

• Preferred: Knowledge of IRA implementation timelines and Medicare negotiation mechanics as they relate to specialty brands.

• Preferred: Previous experience in a field training or field enablement position.

• Preferred: Background in working with or alongside a franchise or brand team structure.

🏝️ Benefits

• Paid time off (vacation, holidays, sick leave).

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• Eligibility to participate in long-term incentive programs.