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Director, US Patient Services

Job Description


At Intercept, our mission is to build a healthier tomorrow for patients with progressive non-viral liver diseases. Intercept's lead product, obeticholic acid (OCA), is a first-in-class farnesoid X receptor (FXR) agonist marketed under the brand name \"Ocaliva ® \" in the U.S., EU and Canada for the treatment of patients with primary biliary cholangitis (PBC), a rare autoimmune liver disease. Ocaliva ® was the first medication to be approved for PBC in over twenty years, and sales continue to grow more than five years after its initial approval in 2016.

Intercept has also established the leading clinical development program in advanced fibrosis due to nonalcoholic steatohepatitis (NASH), a disease that impacts the lives of millions of people in the U.S. alone. Currently, there are no available treatments for NASH, and the REGENERATE study of OCA remains the only Phase 3 trial to have generated positive results in the disease. A second Phase 3 trial, REVERSE, is evaluating OCA in patients with compensated cirrhosis due to NASH, with results expected in 2022.

People at Intercept are passionate about patients. You'll see their photos lining our walls and hear their stories in town halls. We're equally passionate about our team and ensuring each member reaches their potential. We brave new challenges together. That's how we find better ways to get things done and break down barriers. It's also how we make it fun to work here.

At Intercept, we foster an environment that celebrates creativity, collaboration, and mutual respect. We never hesitate to lean on our teammates and work together. Our relatively small size means you partner with accessible leaders who know you by name. This brings accountability and growth, which all add up to more opportunities to learn something new every day. A strong commitment to diversity, equity and inclusion is engrained in both our culture and our business. For self-motivated leaders who are ready to make a di­fference in the lives of patients, Intercept is a great place to be.


As Intercept continues to build its position as the leader in progressive non-viral liver disease, we are seeking a Director, US Patient Services. The Director, US Patient Services serves as the subject matter expert for an integrated patient services platform, as well as responsible for the business analytics of the operational services and performance of the HUB.S/he will be accountable for managing the day-to-day operations of the US patient centric reimbursement/care management program (HUB). The incumbent will advance Intercept's capabilities and strategies to ensure a successful patient services outcome, streamlined and transparent coverage all with the goal of ensuring unimpeded and appropriate patient access to therapy.

The Director, US Patient Services will collaborate cross-functionally with key members of the Market Access, Sales, Marketing, Legal and Commercial Operations teams. The position reports to the Senior Director, US Patient Services and Channel Operations.


The successful candidate must be able to perform each of the following satisfactorily:

  • Manage day to day patient services operations to ensure key performance metrics are met. On site visits will be scheduled regularly
  • Providing strategic and tactical input for continuous improvement processes and development.
  • Primary business liaison for external stakeholders providing additional patient support services, such as the commercial financial assistance copay card processor, platform for electronic consent, and patient assistance program (PAP).
  • Monitor and analyze data to determine trends and inform strategy to respective internal stakeholders in order to ensure the success and availability of the patient services programs.
  • Primarily responsible for the continuous improvement and performance monitoring of the reimbursement support/patient services HUB, including commercial financial assistance and patient assistance programs (PAP) for qualified, appropriate patients to assist in access and adherence to OCA in PBC and NASH
  • Ability to work directly with Regional Business Directors (RBDs), Director of Strategic Accounts (DSAs), Director of Channel Accounts (DCAs) and Reimbursement Access Managers (RAMs) in the field to help educate HCPs and provide potential issue resolution.
  • Collaborate with Marketing in creating and implementing patient services initiatives, branded education or promotional tools.
  • Ensure that the patient HUB remains compliant with all applicable laws, regulations, and guidance's with Intercept's policies and procedures.
  • Exhibit vendor management skills by effectively managing vendor partners and providing them clear expectations, succinct direction and feedback. Create an environment for great work to thrive.
  • Work closely with partners to execute targeted solutions which address mutual strategic priorities and brings value to all parties.
  • Participate in strategic decision making with cross functional business leads to ensure alignment of priorities.
  • Ensure impact, quality, and performance of the patient support operations.
  • Understand the legal and compliance environment and drive collaboration with the Legal and Compliance team.
  • Drive the spirit of \"ONE Team\" across all functions by supporting a team approach to focus on our patients and customers as our top priorities.
  • Make Intercept a truly desired place to work.

Experience and Skills


  • Bachelor's Degree required; advanced degree preferred
  • Minimum 5 years reimbursement, patient services and HUB experience
  • Minimum 2 years Specialty Pharmacy experience
  • Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally
  • Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy
  • Part D and Specialty oral therapy experience
  • Commercial experience preferred


  • Ability to travel up to 50% of time
  • Excellent organization and multi-tasking and negotiation skills
  • Exceptional interpersonal skills and problem-solving capabilities
  • Appropriate judgement, consistency in decision making
  • Analytical insights to drive corporate strategy
  • Ability to work effectively across a matrix organization
  • Ability to work independently and prioritize with minimal daily instruction
  • Ability to think strategically to improve current processes
  • Strong verbal and written communications skills
  • Learning agility and 'scalability' to take on increasing responsibility as Intercept grows
  • Consistent demonstration and embodiment of company core values: Come Together, Be Yourself, Own the Solution, Embrace the Challenge, Keep Exploring.
  • Ability to have fun and thrive in a growing, diverse, and inclusive work environment


Director, US Patient Services

Morristown, NJ 07960
Full Time

Published on 06/14/2022

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