Patient Access & Reimbursement Director

Location: Novato, CA (REMOTE)

Job Description:


This is an exciting opportunity to join an emerging biotechnology company focused on developing therapeutics for patients with rare diseases. We are currently building our patient access and services teams and are recruiting for a National Patient Access and Reimbursement Director.

Ultragenyx is looking for an experienced people manager that has lead field teams previously, with in a patient services origination preferred. Reporting to the Executive Director of Patient Services, will work closely with their Patient Services counterparts, Field Directors and Market Access teams.

In addition, they will work with their field based team to support patients by interacting with HCPs, genetic counselors, nurses, pharmacists and ancillary staff, as well as patients, care givers of patients and patient organizations to prevent and address barriers to patient access. Working closely with Patient Engagement & Operations Managers, Field Directors, Marketing and Market Access Teams to ensure that the team is working in concert to have patients, physician’s offices and partners gain access to therapy and ensure ongoing compliance with therapy to advocate for their respective teams and to promote exceptional customer service on all levels.

Responsibilities, including but not limited to:

  • Provide leadership and management to a National Field Team of Patient Access Liaisons (PALs)

  • Establish performance and development goals for PALs and monitor their progress throughout the year

  • Performance management of the Patient Access & Engagement Program

  • Participate in the new hire recruiting process and onboarding of new hires

  • Planning, assigning and directing workloads and performance management for respective team. Interaction with office based Patient Engagement Team to ensure customer problem resolution

  • Collaborate with Executive Director of Patient Access & Engagement and Patient Access & Services Effectiveness Lead to enhance system enhancements (Patient Relationship Management), training, and enhanced reporting

  • Direct interaction with Regional Commercial Field Force Leadership to address issues and in a timely manner and properly align resources

  • Provide PALs with feelings of cohesiveness and connection to Commercial Field Force organization and their internal counterparts in the Patient Engagement Centers

  • Work closely with PALs to ensure that patient/caregiver gain access to therapy

  • Ensure all Patient Access Liaisons are capturing all relevant data correctly in Patient Relationship Management System

  • Provide reporting metrics on a consistent basis in order to ensure all cases are moving along in a timely fashion

  • When available coach and lead the Patient Access Liaisons to become the next Patient Access & Reimbursement Director

  • Provide back-up coverage for other Patient Access Lisions

  • Conduct 1:1 meetings with PALs

  • Organize and lead weekly team meetings with PALs and weekly meetings with counterparts that lead the Patient Engagement Centers

  • Monitor program processes to ensure there is efficiency and there is best in class customer experience

  • Create documents such as standard operating procedures, work instructions, training decks, etc.

  • Provide process and program training to PALs team and others as needed

  • Ensure that PAL is working with internal UCG groups, for alternative insurance options for patients and provide information on relevant reimbursement topics related to our products

  • Support PAL as they provide hospitals and offices understanding regarding billing, reimbursement and procurement options and provide reimbursement education and support to sites of care/treatment centers if requested or necessary

  • Monitor all PALs reimbursement conflict resolution with their assigned accounts

  • Establish a monitoring tool to ensure PALs are providing claims tracking and troubleshooting expertise to treating site

  • Direct interaction with Regional Commercial Field Force Leadership to address issues and in a timely manner and properly align resources

  • Attend patient meetings and represent Ultragenyx at industry conferences

  • Travel to sales meetings and medical offices as necessary


  • 3 to 5 years informal management experience preferred

  • 5 to 7 years of prior patient access and reimbursement experience preferred

  • Ability to travel 80%

  • Experience training and leading peer groups recommended

  • Prior reimbursement experience with ability to communicate complex reimbursement scenarios to patients and medical professionals

  • Ability to problem solve complex reimbursement scenarios and recommend solutions

  • BA/BS in the life sciences or communications required; MBA/MHA preferred

  • Ability to maintain composure, remain professional during difficult patient or medical calls

  • Day to day decisions on best reimbursement options for patients-triage on the spot for difficult cases


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