Executive Director, Patient Support Services

Job description

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. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Executive Director, Patient Support Services based in United States. This executive-level role will define and build a comprehensive U.S. patient support services organization ahead of an anticipated commercial launch.You will shape the strategy, operating model, infrastructure, and partnerships needed to help patients access and remain on therapy.The role spans reimbursement support, affordability programs, patient onboarding, adherence services, and patient and provider experience.You will establish launch-ready capabilities while creating scalable systems that can support future products and indications.Working across Market Access, Commercial, Medical Affairs, Legal, Finance, Supply Chain, and external partners, you will remove access barriers and improve patient outcomes.As the internal subject matter expert, you will advise senior leadership and lead vendors, performance metrics, compliance, and continuous improvement.This is a high-impact builder role suited to a strategic, hands-on leader who thrives in fast-paced commercialization environments.