Executive Director, Patient Support Services

Accountabilities:

• • Develop and lead the strategic vision, operating model, roadmap, and execution plan for U.S. Patient Support Services, translating organizational objectives into scalable and sustainable capabilities.
  • Design, build, and operationalize patient support programs covering patient access, reimbursement assistance, affordability support, adherence services, patient education, and overall patient experience.
  • Lead launch-readiness planning and execution, ensuring technology, infrastructure, processes, reporting, vendors, and operational capabilities are in place ahead of commercialization.
  • Establish and manage relationships with patient support hubs, specialty pharmacies, copay administrators, field reimbursement partners, and other patient services providers.
  • Lead vendor selection and RFP processes, contract negotiations, governance structures, service-level expectations, and ongoing performance management.
  • Develop strategies to address patient access barriers and create a seamless experience for patients, caregivers, healthcare providers, and office staff.
  • Partner cross-functionally with Market Access, Commercial, Medical Affairs, Legal, Finance, Supply Chain, and other teams to align patient support programs with broader business objectives.
  • Establish policies, procedures, quality standards, escalation processes, and compliance controls to ensure effective and compliant program operations.
  • Define and monitor KPIs and analytics covering patient onboarding, reimbursement outcomes, affordability utilization, adherence, operational performance, and patient satisfaction.
  • Analyze access trends, reimbursement challenges, and market dynamics, translating insights into actionable recommendations for program optimization and business performance.
  • Ensure patient support activities comply with applicable healthcare laws, regulations, industry standards, and internal policies.
  • Serve as the internal subject matter expert on patient services, patient access, reimbursement support, and related commercialization strategies.
  • Build scalable capabilities that can support future product launches, additional indications, and organizational growth.
  • Lead budget planning and financial oversight for patient support programs, vendors, and operating models.
  • Drive continuous improvement initiatives focused on operational efficiency, patient satisfaction, provider experience, service quality, and program effectiveness.

  Requirements:

  • Bachelor’s degree required; an advanced degree is preferred.
  • 12+ years of progressive experience in patient services, market access, reimbursement, commercial operations, pharmacy, healthcare services, pharmaceutical, biotechnology, or related functions.
  • Demonstrated experience designing, implementing, and leading patient support programs within the pharmaceutical or biotechnology industry.
  • Proven experience supporting pre-launch planning, launch readiness, and commercial execution for pharmaceutical or biotechnology products.
  • Deep knowledge of patient access and reimbursement processes, including prior authorization, appeals, specialty pharmacy, affordability programs, copay support, and hub services.
  • Strong understanding of U.S. healthcare reimbursement systems, payer dynamics, specialty distribution channels, and patient access challenges.
  • Experience selecting, managing, and governing patient services vendors, hub providers, copay administrators, specialty pharmacies, and other strategic partners.
  • Demonstrated ability to build and scale processes, infrastructure, operating models, and organizational capabilities within a growing commercial environment.
  • Ability to combine strategic leadership with hands-on execution, operational discipline, and strong attention to detail.
  • Strong analytical and data-driven decision-making skills, with experience using KPIs and performance insights to drive continuous improvement.
  • Exceptional cross-functional leadership, communication, influencing, and stakeholder-management capabilities.
  • Proven ability to lead complex initiatives, create alignment across diverse teams, and drive accountability in ambiguous environments.
  • Strong business acumen and confidence presenting strategic recommendations and insights to senior leadership.
  • Builder mindset with a proactive, solutions-oriented approach and the ability to operate with urgency in a launch environment.
  • Strong organizational and project management skills, with a commitment to operational excellence.
  • Willingness to travel based on business needs, including internal meetings, vendor governance sessions, industry events, and customer engagements.
  • Ability to attend in-person meetings at an office in the Philadelphia area based on business needs, particularly during commercial launch planning and launch activities, despite the role being primarily remote.

  Benefits:

  • Competitive base salary.
  • Annual performance bonus.
  • Long-term incentive opportunities.
  • Comprehensive health insurance.
  • Dental and vision coverage.
  • Term life and disability insurance.
  • Retirement plans.
  • Primarily remote work environment with an on-demand workplace philosophy.
  • Opportunities to work on high-impact commercialization and patient access initiatives.
  • Significant leadership scope with the opportunity to build and scale a patient support organization from the ground up.
  • Collaborative, cross-functional environment with exposure to senior leadership and strategic business initiatives.