Associate Director, Patient Services, Quality & Compliance

Overview

The Associate Director of Patient Services - Quality & Compliance is a key leadership role responsible for shaping and executing the strategic direction of quality and compliance initiatives within the Patient Services organization. This position ensures the highest standards of patient care experience, operational excellence, and regulatory compliance by designing and overseeing robust quality frameworks. In close collaboration with the US Compliance team and cross-functional stakeholders-including Operations, CRM, and Patient Services-the Associate Director plays a pivotal role in driving a culture of continuous improvement, risk mitigation, and patient-centric service delivery.

Key Responsibilities

* Define, implement, and oversee strategic quality and compliance initiatives that elevate patient experience, safety, and service delivery performance across the organization.

* Establish, monitor, and continuously refine key performance indicators (KPIs) to track and improve patient-facing outcomes, service efficiency, and operational compliance.

* Lead complex investigations, root cause analyses, and resolution strategies for patient complaints, adverse events, and safety-related concerns, ensuring actionable learnings and accountability.

* Ensure alignment with regulatory standards and internal policies through the development and execution of scalable compliance frameworks, in partnership with Legal, Regulatory, and US Compliance teams.

* Serve as a primary point of contact to executive leadership for reporting on quality trends, performance metrics, and risk mitigation strategies.

* Drive cross-functional collaboration with CRM, technology partners, and vendors to optimize data capture, reporting capabilities, and actionable insights.

* Develop and implement forward-thinking policies, procedures, and training programs that promote a proactive, compliance-focused culture throughout the Patient Services organization.

* Oversee scorecard design and management; lead training, coaching, and knowledge-building efforts in collaboration with HR and Learning & Development teams.

* Lead the submission and governance processes for concept reviews, including CRB, legal, and compliance reviews for new vendors, systems, and services.

* Champion organizational adherence to standard operating procedures (SOPs), ensuring full compliance with internal protocols and evolving industry regulations.

Qualifications

* Bachelor's degree required, concentration in Health Administration, or a related field required.

* 7-10 years' working experience in healthcare quality, patient services and compliance.

* Strong analytical, communication, and strategic planning skills.

* Deep knowledge of healthcare quality standards, safety protocols, and regulatory compliance with the proven ability to lead quality and compliance initiatives in a healthcare setting.

* Proficiency in quality management tools and data analysis platforms.

* Solid understanding of the healthcare environment, specifically insurance policies

* Advanced knowledge and application of MS Office (Excel, PowerPoint, Word, etc.)

* Ability to effectively communicate with all levels of management.

* Results oriented, self-organized and self-starter with a proven track record of results.

* Experience working in cross-functional teams and effective in influencing without authority.

* Ability to work independently, evaluate impact manage competing priorities.

* Exhibits exceptional interpersonal skills.

* Desire to innovate and work in a fast-paced, energetic environment.

* Ability to travel up to 10% for key meetings as needed

About Alnylam:Alnylam Pharmaceuticals (Nasdaq: ALNY) has led the translation of RNA interference (RNAi) into a whole new class of innovative medicines with the potential to transform the lives of people afflicted with rare and more prevalent diseases. Based on Nobel Prize-winning science, RNAi therapeutics represent a powerful, clinically validated approach to treating diseases at their genetic source by "interfering" with mRNA that cause or contribute to disease. Since our founding in 2002, Alnylam has led the RNAi Revolution and continues to turn scientific possibility into reality.

Our culture:Our people-first culture is guided by our core values: fiercely innovative, open culture, purposeful urgency, passion for excellence, and commitment to people, and these values influence how we work and the business decisions we make. Thanks to feedback from our employees over the years, we've been fortunate to be named a top employer around the world. Alnylam is extremely proud to have been recognized as the #1 Large Employer by Boston Globe Top Places to Work in 2023 for the third consecutive year, one of Science Magazine's Top Biopharma Employers, one of America's Most Responsible Companies for 2024 by Newsweek, a Fast Company Best Workplace for Innovators, and a Great Place to Work in Canada, France, Italy, Spain, Switzerland, and UK - among others.

At Alnylam, we commit to an inclusive recruitment process and equal employment opportunity. We are dedicated to building an environment where employees can feel that they belong, can bring their authentic selves to work, and achieve to their full potential. By empowering employees to embrace their unique differences at work, our business grows stronger with advanced and original thinking, allowing us to bring groundbreaking medicines to patients. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, ethnicity, marital status, protected veteran status, disability, or any other characteristics prohibited by law.