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Intellia AI · 6 hours ago

Associate Director, Patient Support Operations

Cambridge, MA

Full-time

Hybrid

Mid, Senior Level, Lead/Staff

$171K/yr - $210K/yr

7+ years exp

Intellia is on a mission to develop curative genome editing treatments that can transform the lives of patients with severe diseases. The Associate Director, Patient Support Operations will be responsible for building and operationalizing Patient Support capabilities in preparation for commercialization, ensuring compliance and readiness across teams and partners.

Artificial Intelligence (AI)Business IntelligenceFinancial ServicesManagement Consulting

Responsibilities

Support the design and operationalization of Intellia’s Patient Support model from pre-launch through launch

Develop and maintain core operating artifacts, including workflows, standard operating procedures (SOPs), business rules, escalation pathways, and training materials

Manage day-to-day performance of Patient Support vendors, including hub and supporting technology partners

Oversee implementation, testing, reporting, and ongoing optimization of vendor-supported processes

Monitor performance against statements of work (SOWs), service level agreements (SLAs), timelines, and budgets

Partner with the Senior Director to support operational readiness of internal Patient- and health care provider-facing teams, including Nurse Case Managers

Ensure teams are equipped with clear guidance, job aids, and processes to support consistent and compliant engagement

Ensure Patient Support operations align with applicable legal, regulatory, pharmacovigilance, safety, and compliance requirements

Support audit readiness, documentation standards, and controlled change management in partnership with Legal, Medical, and Compliance stakeholders

Support development of operational metrics and reporting to monitor program performance, vendor execution, and emerging risks

Identify operational gaps or inefficiencies and drive continuous improvement initiatives

Serve as an operational liaison across Commercial Operations, Market Access, IT, Legal, Medical, and external partners

Prepare materials and updates for leadership discussions, business reviews, and working sessions

Qualification

Patient Support operationsReimbursement dynamicsOperational readinessCompliance knowledgeVendor managementJudgmentContinuous improvementCommunication

Required

Working knowledge of US coverage and reimbursement dynamics across Commercial and Government plans, including manufacturer compliance considerations related to Patient Support programs

Knowledge of laws and requirements governing protection of personal data, including protected health information (PHI)

Proven ability to operate with autonomy in a fast-paced environment while coordinating effectively across a matrixed organization

Strong judgment, accountability, and prioritization skills, balancing near-term execution with longer term needs

Excellent written, verbal, and presentation skills, with the ability to translate complex operational and reimbursement topics into clear, actionable communications for varied audiences

Willingness to travel up to 20% annually for meetings, conferences, and business reviews

Bachelor's degree

7 years of experience in biotech or pharma, including 5+ years in Patient Support and/or reimbursement operations

Demonstrated experience building and operationalizing Patient Support capabilities, from initial design through launch readiness and early execution

Experience working in hybrid operating models that combine internal Patient-facing teams with external partners (e.g., hub services, specialty pharmacy, distribution, analytics/reporting vendors)

Experience reviewing and refining operating documentation and partner deliverables (e.g., business rules, SOWs, contracts) including performance metrics and service expectations