Senior Director, Patient Services

Responsibilities

• Design a comprehensive, patient-centered services model tailored to the unique needs of the communities we serve
• Define the strategic framework, service offerings, operational workflows, and end-to-end experience for patients, caregivers, and providers, ensuring alignment with the current market access landscape across reimbursement, technology, and delivery models
• Optimize the program by determining the appropriate balance of insourced versus outsourced services and planning for program evolution over time
• Lead end-to-end patient support operations, including financial assistance, benefits verification, case management, adherence, nursing, and injection training
• Build, hire, and lead high-performing internal and field-based patient access and service operations teams
• Evaluate, contract, and manage third-party service providers, ensuring strong governance, performance accountability, and alignment with business objectives
• Establish compliant oversight across hub services and all patient-facing operations in close partnership with Legal, Compliance, and Medical Affairs
• Define KPIs, dashboards, and feedback loops to drive performance, transparency, and continuous improvement across service operations
• Serve as the operational lead for launch readiness and ongoing execution by identifying access barriers, leading cross-functional issue resolution, and aligning with Commercial, Market Access, Sales, Medical Affairs, IT, and National Accounts teams

Requirements

• Bachelor’s degree required, advanced degree in a related health or business field preferred
• 12+ years of experience in biopharmaceutical patient support services, including product launch and rare disease product access
• Proven track record designing, launching, and managing hub services, reimbursement support, and financial assistance programs
• Expertise in U.S. payer specialty drug coverage, reimbursement mechanics, and specialty pharmacy operations
• Proficiency in analytics and reporting for service programs and pharmacy data
• Knowledge of compliance and regulatory requirements for patient support programs
• Ability to communicate program objectives, launch plans, and performance effectively to internal stakeholders
• Proven people management experience, including hiring, coaching, and developing teams
• Demonstrated leadership of cross-functional teams in fast-paced, launch-focused environments
• An unwavering dedication to patient access and empowering the teams responsible for delivering it