Associate Director, Patient Support Services

About the role

The Associate Director, Patient Access & Services will develop strategies and initiatives to support JazzCares and support across all commercial franchises (Sleep, EMD, and Oncology). This role advances hub processes and enhances support programs to best serve Jazz Pharmaceuticals’ patients and healthcare providers. The Associate Director develops strategies, key messages, and tactics to elevate customer engagement, streamline the patient journey, and ensure executional excellence across all touchpoints. This role reports directly to the Senior Director, Patient Support Services & Hub Operations.

Responsibilities

• Partner with Patient Support Services field teams and cross-functional partners to evolve, enhance, and execute hub and PSS strategies across all franchises (Sleep, EMD, and Oncology).
• Collaborate with internal partners on relevant market trends and lead PSS projects to refine strategies, generating key insights to design and optimize programs that address the unique needs of healthcare professionals (HCPs), caregivers, and patients across Sleep, EMD, and Oncology.
• Help lead the planning, development, and implementation of access strategies, programs, tactics, and messaging by:
  • Ensuring access services plans and execution align directly with market access strategies.
  • Collaborating closely with cross-functional teams to deliver a seamless, high-touch customer experience.
  • Planning and developing hub priorities, content, navigation tools, and training for commercial meetings and customer-facing teams.
• Serve as an internal access services expert, identifying opportunities and recommending innovative solutions to address unmet access and reimbursement needs across Sleep, EMD, and Oncology.
• Oversee the planning, development, and maintenance of access tools, content, and program offerings (including, but not limited to, copay assistance, patient assistance programs, bridge programs, and AFP mitigation).
• Develop and track key performance indicators (KPIs); continually assess, monitor, and report on the operational performance and impact of access services across all franchises, leveraging feedback from patients, providers, hub operations, and internal stakeholders.
• Attend professional, provider, and patient advocacy conferences to remain current on healthcare access trends, policy changes, and technological innovations.
• Direct vendor and agency partners to ensure exceptional customer service, high-quality deliverables, SLA adherence, and rigorous budget oversight.
• Collaborate closely with Field Access and Field Reimbursement teams for workflow optimization, process development, and ongoing training support.
• Synthesize complex operational and program data into executive-level presentations for quarterly business reviews (Q