Director, Patient Services – Operational Excellence

Director, Patient Services – Operational Excellence

Mission

Mirum Pharmaceuticals is a biopharmaceutical company dedicated to transforming the treatment of rare diseases. We are passionate about advancing scientific discoveries to become important medicines for rare disease patients. We are collaborative, creative, and experienced professionals and we're looking to augment our team with other individuals who embody our values: care, be real, get it done, and have fun, seriously.

Position Summary

The Director, Patient Services – Operational Excellence is responsible for driving the execution, performance, and continuous improvement of the customer-facing Mirum Access Plus (MAP) program Patient Services 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.

Job Functions/Responsibilities

Performance & Execution Excellence

• Define and implement KPIs, lead and lag metrics to measure patient services 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 services objectives and market access strategies.
• Continuously evaluate and optimize workflow efficiencies to improve patient and HCP experience.

Field Platforms & CRM Optimization

• Lead the strategy, implementation, and enhancement of CRM and digital platforms to enable seamless execution for the customer-facing Patient Service 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.

Innovation & Pilot Programs

• 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.

Training & Capability Development

• Partner with the patient services training lead and oversee the development and execution of training programs to ensure MAP team members are fully equipped to drive patient support.
• Foster a culture of continuous learning, best practice sharing, and operational excellence.

Cross-Functional Collaboration

• Partner with Market Access, Marketing, Quality, Medical, 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.

Operational Excellence & Compliance

• 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.

Qualifications

Education/Experience:

• Bachelor's Degree required; advance degree preferred
• 5+ years working in patient access and distribution for a biotech or pharmaceutical company
• 5-8 years managing external access partner relationships
• Experience working in rare disease
• Passion for operations and operational details
• Track record of operational excellence
• Outstanding strategic, analytical, and problem-solving skills
• Ability to motivate and hold vendor partners accountable to deliver operational excellence
• Self-motivated & collaborative team player with strong interpersonal skills
• Outstanding customer relationship, communication, presentation and writing skills
• Ability to effectively work with diverse audiences and influence cross-functionally
• Demonstrated cross-functional leadership and collaboration skills
• Comfortable managing multiple projects and delivering strong results
• Proficient in MS Office Suite

Knowledge, Skills and Abilities:

• Passion for operations and operational details
• Track record of operational excellence
• Outstanding strategic, analytical, and problem-solving skills
• Ability to motivate and hold vendor partners accountable to deliver operational excellence
• Self-motivated & collaborative team player with strong interpersonal skills
• Outstanding customer relationship, communication, presentation and writing skills
• Ability to effectively work with diverse audiences and influence cross-functionally
• Demonstrated cross-functional leadership and collaboration skills
• Comfortable managing multiple projects and delivering strong results
• Proficient in MS Office Suite