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Patient Services Operations Lead

Date: Apr 26, 2021

Location: Philadelphia, PA, US

Company: Spark Therapeutics

Join the Spark Team


We were born of innovation, springing from the curiosity, imagination and dedication of remarkable scientists and healthcare visionaries. Our shared mission is to challenge the inevitability of genetic disease by discovering, developing, and delivering treatments in ways unimaginable – until now.


We don’t follow footsteps. We create the path.







The primary responsibility of the Patient Services Operations Lead is to serve as the manager for internal patient services specialists for RPE65.  The incumbent will be the lead responsible for developing the PAS team and building the appropriate systems to support patient services and genetic testing.  They will monitor the patient journey and provide feedback to internal Spark team members involved in the process.



Case Management Supervision:

* Operational lead for internal case management system

*Provides Billing and Reimbursement expertise and leadership

*Leads the PAS team in challenge resolution for blocked patients

* Strong understanding of internal patient process flow and challenging insurance issues


Team Leadership, Internal and External Stakeholder Management:  

* Conducts performance reviews and rewards positive behavior

* Coaches, counsels and sets goals for specialists to help develop them for career progression

* Provides day-to-day instructions to team members on job responsibilities

* Participates in the developing PS internal org structure and hiring processes 





  • Maintains case management system to support genetic testing and future potential reimbursement and logistical processes
  • Hire and train Patient Access Specialists to support internal process
  • Manages all vendors contracted to provide services to Spark's patients(including:copay assistance vendor,travel vendor,specialty distributor/specialty pharacy)
  • Create SOP and Business Rules for Patient Access Team
  • Monitor internal processes from a compliance perspective
  • Communicate trends and needs to internal stakeholders
  • Ensure all operational requirements are met
  • Manages and oversees the PS process for Spark’s Outcomes program
  • Manages the drug ordering process and the distribution vendor
  • Develops activities with the goal of achieving greater openness and understanding of Spark therapies and processes
  • Educate families on all Spark patient services programs and resources available.


Education and Experience Requirements


  • Minimum of 4 years total business experience in the healthcare or biotech industry, with at least 3  years experience in case management in rare disease
  • Bachelor’s Degree required
  • A successful track record in building case management processes and patient care required
  • Experience in supporting rare biologic therapy administered by a designated health care provider in a designated institution
  • Experience leading cross functionally and influencing without authority
  • Strong communication skills

Key Skills Abilities and Competencies


  • Seasoned, mature pharmaceutical professional with a comprehensive understanding of intricacies of maintaining case management systems in rare disease.
  • Must be familiar with relevant legal and regulatory environment in biotech industry
  • Strong communication and listening skills
  • Effective at managing team members responsible for complex individualized cases
  • Strong EQ skills


Complexity and Problem Solving


  • Strong patient services operations skills
  • Building and leading a team of Access Specialists
  • Defining training and onboarding needs
  • Recognizing need for escalations and sense of urgency


Nearest Major Market: Philadelphia