Description

You will provide strategic leadership and oversight to Family Support Educator teams, delivering expert field-based patient education and support for the Rett community. This non-promotional role ensures alignment with organizational goals and high standards of patient care while managing team performance and cross-functional collaboration.

Requirements

• Bachelor’s degree required
• 15 years of relevant experience in Patient Support Services, Access, National Accounts, Specialty Pharmacy, Nursing, or related fields
• Minimum 5 years in a leadership role within Patient Support Services, Market Access, Patient Education, National Accounts, Sales Management, Clinical Education, or Access Leadership
• In-depth experience in account management and patient/caregiver education
• Strong background and understanding of field environment in healthcare industry
• Strong background and understanding of Rare Disease space
• Proficiency at creating and communicating a clear vision among team members
• Track record of increased responsibilities
• Strong history of successful cross-functional collaboration and leadership presence
• Exemplary interpersonal skills
• Patient-centric mentality with high degree of emotional intelligence and empathy
• Exceptional organizational and time management skills
• Understand HIPAA rules and regulations related to patient privacy
• Strong written and verbal communications, as well as presentation skills
• Ability to manage expenses within allocated budgets
• Adaptable and open to an environment of change
• Must be a fast learner, flexible, and able adjust quickly to rapid pace
• Ability to lead internal teams to achieve common goals
• Ability to lead external customers to achieve access for patients
• Ability to independently identify access solutions and determine appropriate plan for resolution
• Lead and manage a cross-functional team in resolution
• Accountable for cross-functional communication internally and externally
• Ability to travel up to 50%
• Ability to travel by car or airplane independently up to 80% of the time
• Required to live within reasonable distance to a major airport

Responsibilities

• Manage and develop performance of FSE Leads and FSE team members
• Lead execution of strategic and tactical patient education initiatives
• Monitor and manage compliance adherence
• Drive resolution of escalations, complaints, and communication issues
• Serve as primary representative for FSE team with cross-functional partners
• Review and assist with training and onboarding of new team members
• Develop and drive metrics and MBO plans to measure performance
• Deliver results on key business goals
• Provide reporting, analytics, and insights based on FSE data collection
• Ensure exceptional customer experience through collaboration and execution
• Participate in executive meetings and assist with slide development
• Plan and prepare for national and regional commercial field meetings
• Offer in-field coaching opportunities
• Conduct performance reviews and evaluations
• Recruit and hire new team members
• Manage ongoing training, development, engagement, and culture