Associate Director, Patient Services, Quality & Compliance

Alnylam Pharmaceuticals; Boston (MA); On-site; USD 187,200 - 280,800; Full time

Job summary

A leading biotechnology company in Boston is seeking an Associate Director of Patient Services, Quality & Compliance. This key leadership role focuses on ensuring high standards in patient care and operational excellence. The ideal candidate has 7-10 years of experience in healthcare quality and compliance. The position offers dynamic challenges in a fast-paced environment and requires strong analytical and communication skills.

Qualifications

• 7-10 years’ working experience in healthcare quality, patient services, and compliance.
• Ability to communicate effectively with all levels of management.
• Desire to innovate and work in a fast-paced, energetic environment.

Responsibilities

• Define, implement, and oversee quality and compliance initiatives.
• Monitor and refine KPIs to track patient outcomes.
• Lead investigations into patient complaints and adverse events.

Skills

Analytical skills

Communication skills

Strategic planning

Knowledge of healthcare quality standards

Interpersonal skills

Education

Bachelor’s degree in Health Administration or related field

Tools

Quality management tools

Data analysis platforms

MS Office (Excel, PowerPoint, Word)

Job description

Associate Director, Patient Services, Quality & Compliance

Join to apply for the Associate Director, Patient Services, Quality & Compliance role at Alnylam Pharmaceuticals

Associate Director, Patient Services, Quality & Compliance

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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: We are the leader in RNAi therapeutics – a revolutionary approach with the potential to transform the lives of people with rare and common diseases. Built on Nobel Prize-winning science, Alnylam has delivered the breakthroughs that made RNAi therapeutics possible and are just at the beginning of what’s possible. Our deep pipeline, late-stage programs, and bold vision reflect our core values: fierce innovation, passion for excellence, purposeful urgency, open culture and commitment to people. We're proud to be a globally recognized top employer, where an authentic, inclusive culture and breakthrough thinking fuel one another.

At Alnylam, we commit to an inclusive recruitment process and equal employment opportunity. Qualified applicants will receive consideration for employment without regard to their sex, gender or gender identity, sexual orientation, race, color, ethnicity, national origin, ancestry, citizenship, religion, creed, physical or mental disability, pregnancy status or related conditions, genetic information, veteran or military status, marital or familial status, political affiliation, age, or any other factor protected by federal, state, or local law. Alnylam is an E-Verify Employer.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider

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