Head of Patient Access – Operations Excellence

Executive Director, Patient Access – Operations Excellence

About Madrigal: 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: 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.

Field Platforms & CRM Optimization

• 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.

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 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.

Cross‑Functional Collaboration

• 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.

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 and

Skills Required:

• 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…