Executive Director, Patient Access - Operations Excellence
Madrigal is a biopharmaceutical company pursuing novel therapeutics for non-alcoholic steatohepatitis (NASH), also known as metabolic dysfunction associated steatohepatitis (MASH). Our first therapy, Rezdiffra (resmetirom), was granted accelerated approval by the U.S. Food and Drug Administration (FDA) for the treatment of adults with NASH with moderate to advanced liver fibrosis (consistent with stages F2 to F3 fibrosis) and is being studied in a Phase 3 trial for the treatment of NASH with compensated cirrhosis.
Role Overview:
Executive Director, Patient Access – Operations Excellence
The Executive Director, Patient Access – Operational Excellence is responsible for driving the execution, performance, and continuous improvement of the customer-facing Patient Access team. This leader will develop key performance metrics, optimize field platforms (e.g., CRM and digital tools), spearhead the development and piloting of innovative initiatives, oversee training programs, and ensure alignment with patient access strategy goals.
This role requires a strategic, results-driven leader with expertise in patient access operations, field team enablement, and data-driven decision-making. The ideal candidate will have a proven track record in process optimization, technology enablement, and cross-functional collaboration to improve patient access execution.
Position Responsibilities:
Performance & Execution Excellence
- Define and implement KPIs, lead and lag metrics to measure field team effectiveness and execution quality.
- Develop real-time dashboards and analytics to track execution and outcomes, identify trends, and drive strategic decision-making.
- Partner cross-functionally to ensure field execution is aligned with patient access objectives and market access strategies.
- Continuously evaluate and optimize workflow efficiencies to improve patient and HCP experience.
- Lead the strategy, implementation, and enhancement of CRM and digital platforms to enable seamless execution for the customer-facing patient access teams.
- Drive adoption and data integrity within CRM systems, ensuring accurate tracking of patient journey milestones and engagement.
- Identify and implement automation and technology solutions to streamline processes and enhance execution efficiency.
- Identify, develop, and pilot innovative patient access solutions, leveraging technology and data analytics to improve execution and patient experience.
- Lead cross-functional efforts to evaluate new digital tools, AI-driven insights, and alternative engagement models.
- Work closely with internal stakeholders to test and scale successful innovations that improve field team impact and patient support.
- Partner with the patient access training lead and oversee the development and execution of training programs to ensure field teams are fully equipped to drive patient support.
- Foster a culture of continuous learning, best practice sharing, and operational excellence.
- Partner with Market Access, Patient Services, Trade & Distribution, Commercial, and IT to drive execution excellence and alignment.
- Serve as the liaison between field teams and cross-functional groups, ensuring a seamless integration of technology, data, and execution strategies.
- Align field execution strategies with patient access, affordability programs, and provider engagement initiatives.
- Monitor and measure customer feedback, internal performance data, and market trends to optimize field effectiveness.
- Ensure compliance with all regulatory, legal, and company policies while maintaining a focus on efficiency and execution.
- Work closely with vendor partners to ensure aligned execution, performance tracking, and contract deliverables.
- 10+ years of experience in patient access, field operations, or reimbursement leadership within biotech/pharma.
- Strong leadership and strategic thinking skills, with a proven ability to optimize execution and drive performance metrics.
- Experience with CRM platforms, field force technology, and data analytics tools.
- Track record of piloting and scaling innovative solutions within patient access.
- Ability to translate data insights into strategic recommendations and operational improvements.
- Strong cross-functional collaboration skills, working with Market Access, Commercial, and IT teams.
- Demonstrated experience in supporting training development, and leading field team enablement, and operational efficiency initiatives.
- Deep understanding of payer access dynamics, affordability programs, and patient support services.
- Execution Excellence: Ability to set clear performance standards, track execution rigorously, and drive operational improvements.
- Analytical & Data-Driven Mindset: Ability to use performance metrics and insights to inform decisions.
- Technology & Innovation: Expertise in CRM, digital enablement, and process automation to improve efficiency.
- Strategic Leadership: Strong ability to identify trends, set priorities, and lead transformation in patient access execution.
- Collaboration & Influence: Skilled at working across functions, levels, and external partners to drive results.
- Up to 20% travel may be required for field visits, cross-functional meetings, and team collaboration.
Base salary is determined by several factors that include, but are not limited to, a successful candidate's qualifications, skills, education, experience, business needs, and market demands. The role may also be eligible for bonus, equity, and comprehensive benefits, which include flexible paid time off (PTO), medical, dental, vision, and life and disability insurance.
Madrigal is an Equal Opportunity Employer. All employment is decided on the basis of qualifications, merit, and business need. Applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex gender identity, sexual orientation, national origin, age, disability, protected veteran or disabled status, or other characteristic protected by applicable federal, state, or local law.
Unsolicited resumes from agencies should not be forwarded to Madrigal. Madrigal will not be responsible for any fees arising from the use of resumes through this source. Madrigal will only pay a fee to agencies if a formal agreement between Madrigal and the agency has been established.
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