Associate Director/Director, Patient Support Services

- Support development and execution of assigned patient access and affordability workstreams (e.g., overall program operations, copay support, patient support offerings, etc.)

- Monitor post-launch operations, process flows, business rules, readiness materials, and support resources; recommend refinements based on performance trends, stakeholder feedback, vendor learnings, and evolving business needs.

- Identify access, affordability, reimbursement, and operational barriers through program data, vendor feedback, field input, and stakeholder discussions; translate findings into actionable recommendations.

- Coordinate cross-functional reviews to ensure program materials, operating processes, and affordability solutions remain aligned with brand priorities, compliance expectations, and patient experience objectives.

- Manage day-to-day activities with patient services vendors, including hub, copay, affordability, data, digital engagement, and related operational partners.

- Coordinate vendor launch readiness and execution across implementation checkpoints, testing timelines, go-live dependencies, issue resolution, escalation paths, and cross-vendor alignment.

- Track and hold vendors' accountable to milestones, dependencies, risks, issue logs, decisions, testing activities, and readiness deliverables for assigned workstreams; provide concise updates and recommended next steps to working teams and leadership.

- Monitor vendor performance against service levels, KPIs, quality expectations, business rules, and documented operating procedures; escalate performance, compliance, budget, or timeline risks with recommended resolutions.

- Support MSA/SOW, change order, invoice, and budget tracking activities by coordinating business inputs with procurement, legal, finance, compliance, and Patient Services leadership.

- Own and maintain launch readiness trackers, action items, dependencies, meeting outputs, and operational documentation for assigned Patient Services workstreams.

- Coordinate with cross functional internal stakeholders, e.g., Commercial, Market Access, Data & Analytics, Marketing, Trade, Legal/Compliance, field reimbursement, and vendor teams to identify dependencies, resolve issues, and maintain alignment.

- Support launch workshops, vendor coordination sessions, readiness reviews, and governance meetings by preparing materials, capturing outputs, and driving follow-up actions.

- Develop, review, and interpret reports related to program performance, access and reimbursement, affordability utilization, patient engagement, case outcomes, vendor performance, and pharmacy performance.

- Identify trends, operational gaps, and root causes; translate findings into concise recommendations for leadership, vendors, and cross-functional partners.

- Support continuous improvement initiatives that enhance quality, scalability, cycle time, data visibility, compliance execution, and customer experience.

- Partner with analytics and vendor teams to refine data definitions, reporting cadence, dashboards, and performance review materials.

- Bachelor's or Associate degree required; advanced degree such as MBA, MPH, PharmD, or other relevant graduate degree preferred.

- 7+ years of experience in patient services, hub operations, affordability programs, field reimbursement, market access, pharmaceutical operations, consulting, or related healthcare services roles.

- Experience supporting, implementing, managing, or optimizing patient support programs and vendor relationships in a pharmaceutical, biotech, specialty pharmacy, hub services, or healthcare services environment.

- Strong understanding of reimbursement processes, pharmacy distribution, payer dynamics, benefits verification, prior authorization, appeals, copay assistance, patient assistance programs, and compliance requirements.

- Demonstrated ability to analyze operational data, identify trends, develop insights, and communicate recommendations to leadership and cross-functional stakeholders.

- Strong project management skills with the ability to manage multiple priorities in a fast-paced, deadline-driven, entrepreneurial environment.

- Excellent communication, writing, presentation, collaboration, and stakeholder management skills.

- Ability to influence without direct authority and drive alignment across functions and external partners.

- Experience managing vendors, timelines, operational issues, service levels, governance routines, and business inputs for budgets or contracts.

- Proficiency with Microsoft Office Suite; familiarity with CRM, patient services reporting, dashboards, and data analytics tools preferred.

- Experience supporting a new product launch or major patient support program implementation.

- Experience with cardiovascular, specialty, or retail pharmacy benefit products.

- Experience partnering with field reimbursement teams or access account teams to identify payer-related trends and HCP workflow barriers.

- Experience preparing leadership-ready materials, vendor business review content, readiness updates, operational dashboards, and issue escalation narratives.

- This position requires up to 20% travel. Frequently travel is outside the local area and overnight.