Dawn Hunter
Taunton,MA
Summary
Results-driven Associate Director with extensive experience in developing and implementing pharmaceutical patient support training programs. Proven expertise in designing impactful onboarding and continuous learning initiatives that enhance employee capabilities and optimize customer interactions. Proficient in utilizing instructional design principles, e-Learning, and live training methodologies to boost engagement and ensure regulatory compliance. Committed to fostering a culture of continuous improvement within training frameworks.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Associate Director Patient Services Quality
Takeda Pharmaceuticals
07.2023 - 02.2025
- Led the Patient Services Quality team, overseeing their functions and ensuring alignment with organizational objectives
- Ensured consistency and compliance with quality standards across all US Patient Services customer-facing reimbursement and access teams
- Developed a comprehensive call monitoring program to enhance service quality and performance.
- Introduced Quality Case Reviews for all in-house patient-facing support staff, ensuring continuous improvement and compliance
- Reconciled Adverse Event/Product Quality Complaints queries, collaborating with vendors to maintain accurate records and resolve issues
- Contributed to the development of Takeda Patient Support Quality materials, including SOPs, and work instructions, to streamline processes and ensure consistency
Senior Manager, Training & Effectiveness
Takeda Pharmaceuticals
05.2022 - 07.2023
- Developed and implemented a comprehensive training curriculum for previously unsupported teams
- Designed new curricula and training materials for all Takeda Patient Support roles, enhancing team effectiveness
- Assisted in organizing and delivering training for Takeda Patient Support (TPS) on two new CRM systems ensuring seamless adoption
- Mentored and trained the Training Manager team, fostering professional growth and knowledge transfer
- Ensured full compliance with regulatory and organizational training requirements
- Established and maintained relationships with key stakeholders to support business objectives.
- Customized training content to align with the specific needs of various roles, ensuring relevance and applicability.
- Regularly reviewed and updated training materials to reflect evolving regulations and organizational policies, ensuring continued compliance and effectiveness.
Training Manager
Takeda Pharmaceuticals
07.2016 - 05.2022
- Company Overview: formerly Shire Pharmaceuticals
- Presidents Club Award Winner, 2017
- Q3 MVP, 2017
- Developed, and delivered new hire onboarding training for US Patient Services
- Designed and implemented training programs for patient services systems and processes.
- Developed work instructions to align with current business processes.
- Created and executed training programs for the successful launch of two new patient support programs
- Collaborated with US Commercial Learning & Development on new hire onboarding, product and disease state education, customer interaction training (e.g., communication skills), and leadership development
- Ensured all training materials were reviewed and approved through proper channels, promoting a culture of compliance
- Worked with leadership to address learning gaps, instructional challenges, and emerging training needs for employees and departments
- Modified and developed course materials and training manuals to meet specific learning objectives
- Designed and executed comprehensive training and development plans to align with organizational goals and employee expectations
Financial Case Manager
Takeda Pharmaceuticals
05.2015 - 07.2016
- Company Overview: formerly Shire Pharmaceuticals
- Managed 85 PAP patients determining eligibility and coordinating shipments
- Communicated and collaborated with Foundation Specialty Pharmacy to ensure patients have access to ongoing therapy
- Created an Educational Component for the Foundation to present to patients and family members
- Worked with CRM team to support CRM enhancements
- Provided training to Foundation new hires as well as Case Managers, Patient Access Managers and Regional Business Managers
- Responsible for creating and maintaining departmental SOP’s as Foundation has grown to include additional medications
- Guided patients through enrollment periods through commercial and government payers as well as nonprofit organizations offering assistance
Case Manager
Takeda Pharmaceuticals
07.2011 - 05.2015
- Collaborated with specialty pharmacies and insurance companies to obtain accurate reimbursement information, ensuring financial viability for patient treatments.
- Resolved reimbursement issues, insurance changes, and prior authorization (PA) requests, expediting access to therapies.
- Provided persistency and compliance support, ensuring uninterrupted treatment for patients.
- Managed patient transitions to home therapy, collaborating with partners to determine insurance benefits, locate nursing agencies, and arrange durable medical equipment (DME).
- Served as a training liaison, onboarding and mentoring new hires through structured training programs to enhance knowledge and team performance.
Medical Reimbursement Specialist
Randstad USA
04.2010 - 01.2011
- Company Overview: EMD Serono
- Assessed and converted patients on patient assistance program to commercial or government insurance
- Individually 130 patients resulting in savings of 1,404,000 in 4 months
- Team 257 patient resulting in savings of 2,775,600 in 4 months
- Maintained accountability for day-to-day patient advocacy cases, follow up tasks and overall workflow
Senior Reimbursement Specialist
HealthBridge
07.2005 - 10.2009
- Alternative Funding Specialist
- Coordinated contact between patients and non-profit organizations for copayment assistance
- Certified training liaison and created job aids streamlining training with new and existing employees
- Reimbursement Advocate
- Reviewed and moved cases through insurance company Benefit Investigation and Prior Authorization process in an efficient and timely manner to meet deadlines
- Interacted and communicated on a daily basis with field based sales representatives, specialty providers, insurance companies and physician’s offices to assist patients in receiving medication
- Appeals Specialist
- Wrote and submitted all first level appeals to insurance companies bringing the awaiting appeals timeframe from almost 200 days to less than 10 in 1 year with an approval rate of 25%
- Maintained consistent contact with patients, insurance companies and physician’s offices to obtain results of appeal outcomes bringing the appeals submitted timeframe from 900 days to 25 in 1 year
- Integral part of creating and implementing Lean Six Sigma Process resulting in a net benefit of approximately $750,000 for client
- Trained five new appeals specialists as well as coordinated assistance of secondary client team, in addition to daily responsibilities
Education
BA - Mass Communications
Westfield State University
Skills
- Compliance and quality assurance
- Change management
- Patient Services process improvement
- Training development strategy
- Stakeholder engagement
- Cross-functional team collaboration
- Communication & leadership
Certification
- SLII Certified
- GROW Certified
- ProComm trained
- Instructional Design
Timeline
Associate Director Patient Services Quality
Takeda Pharmaceuticals
07.2023 - 02.2025
Senior Manager, Training & Effectiveness
Takeda Pharmaceuticals
05.2022 - 07.2023
Training Manager
Takeda Pharmaceuticals
07.2016 - 05.2022
Financial Case Manager
Takeda Pharmaceuticals
05.2015 - 07.2016
Case Manager
Takeda Pharmaceuticals
07.2011 - 05.2015
Medical Reimbursement Specialist
Randstad USA
04.2010 - 01.2011
Senior Reimbursement Specialist
HealthBridge
07.2005 - 10.2009
BA - Mass Communications
Westfield State University
Similar Profiles
Nico JohnsonNico Johnson
Technician II at Takeda PharmaceuticalsTechnician II at Takeda Pharmaceuticals
Darima KhalzanovaDarima Khalzanova
Project Manager at Takeda PharmaceuticalsProject Manager at Takeda Pharmaceuticals
Milissa ShirleyMilissa Shirley
Lead Phlebotomy Technician at Takeda PharmaceuticalsLead Phlebotomy Technician at Takeda Pharmaceuticals