Senior Director, Head of Patient Services

Accountabilities:

Patient Services Strategy: Develop and execute the U.S. patient services strategy and launch-readiness roadmap, establishing clear milestones, priorities, governance structures, and operational responsibilities.
Patient Support Model: Design and implement an integrated patient support program covering enrollment, benefits investigations, prior authorizations, appeals, case management, affordability assistance, treatment coordination, and ongoing patient support.
Patient Journey Optimization: Map and continuously improve the patient and caregiver experience, identifying barriers and implementing solutions that facilitate timely access and treatment initiation.
Hub and Affordability Operations: Lead the implementation and oversight of hub services and external vendors, including workflow development, staffing, training, quality controls, financial assistance programs, and operational escalations.
Market Access Coordination: Collaborate with Market Access and field reimbursement teams to align patient services processes with payer requirements, reimbursement policies, and available access pathways.
Treatment Center Readiness: Coordinate treatment-center onboarding and operational readiness, ensuring effective collaboration between hubs, specialty pharmacies, distribution partners, healthcare providers, patients, and caregivers.
Performance Management and Analytics: Establish service-level agreements, key performance indicators, quality measures, and dashboards to monitor patient access, operational effectiveness, patient experience, and emerging risks.
Vendor and Budget Management: Oversee vendor selection, implementation, contracts, budgets, performance reviews, and continuous improvement initiatives in collaboration with Procurement, Finance, Legal, Compliance, and IT.
Compliance and Quality: Develop and maintain standard operating procedures, training materials, documentation standards, and operational controls. Ensure all patient services activities meet applicable regulatory, privacy, legal, and quality requirements.
Team Leadership: Build and lead a high-performing patient services organization, overseeing workforce planning, recruitment, onboarding, coaching, training, and performance management as the business scales.
Executive Collaboration: Serve as the internal subject-matter expert for patient services, providing leadership with strategic recommendations, operational updates, and risk assessments while fostering strong cross-functional relationships.
Requirements:
Bachelor's degree required; an advanced degree or relevant clinical qualification is an advantage.
Progressive experience in patient services, hub operations, or related functions within the biotechnology or pharmaceutical industry, including significant leadership responsibility.
Demonstrated success building, launching, or scaling patient support programs for rare diseases, specialty medicines, or other complex therapies.
Strong knowledge of patient access operations, including benefits investigations, prior authorizations, appeals, case management, affordability programs, and reimbursement processes.
Proven experience managing external vendors, budgets, contracts, implementation plans, service-level agreements, and performance improvement initiatives.
Experience developing patient services operating models, workflows, standard operating procedures, and quality controls.
Strong understanding of regulatory, legal, privacy, and compliance requirements applicable to pharmaceutical and biotechnology patient support programs.
Excellent cross-functional leadership, strategic thinking, problem-solving, and decision-making skills, with the ability to translate business priorities into practical execution.
Exceptional written, verbal, and executive communication skills, with strong attention to detail and documentation discipline.
Ability to thrive in a fast-paced, rapidly scaling environment, manage evolving priorities, and influence stakeholders without direct authority.
Preferred: MBA, MPH, RN, PharmD, or another relevant advanced degree or clinical qualification.
Preferred: Experience with cell therapy, gene therapy, infused products, or treatments requiring coordinated treatment-center readiness and high-touch patient support.
Preferred: Experience establishing patient services capabilities from the ground up in a pre-commercial or early-commercial biotechnology organization.
Preferred: Familiarity with rare-disease patient communities, caregiver needs, and family-centered support models.
Preferred: Experience with patient services technology, data integrations, reporting dashboards, privacy controls, and operational analytics.
Benefits:
Competitive annual base salary ranging from $240,000 to $315,000, depending on qualifications, experience, location, and internal equity.
Potential eligibility for a discretionary annual performance bonus.
Potential eligibility for long-term equity incentive awards, depending on role level and company policy.
Comprehensive employer-sponsored medical, dental, and vision insurance.
Company-paid basic life and accidental death and dismemberment (AD&D) insurance.
401(k) retirement savings plan with employer matching contributions.
Paid time off and company holidays.
Paid parental leave.
Additional voluntary benefits and employee wellness programs.
Fully remote working arrangement within the United States.
Opportunity to build and lead a strategic patient services function within an innovative, growth-oriented biotechnology environment.
Meaningful opportunity to contribute to improving treatment access and support for patients and families affected by serious rare diseases.