Associate Director/Director, Patient Support Services

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Associate Director/Director, Patient Support Services based in United States.

This role offers the opportunity to shape patient access and support programs within a growing biopharmaceutical environment.
You will help translate patient services strategy into scalable, compliant, and patient-centered operational programs.
The position spans affordability, reimbursement, vendor management, launch readiness, reporting, and continuous improvement.
You will work closely with commercial, market access, analytics, legal, compliance, and external service partners to deliver effective patient experiences.
A key part of the role is identifying access barriers and operational trends and turning them into actionable recommendations for leadership.
You will also play an important role in launch preparedness, program performance, and the ongoing optimization of patient support services.
This is a highly collaborative opportunity for an experienced professional who can influence stakeholders and drive execution in a fast-paced environment.

Accountabilities

• Support the development and execution of patient access and affordability workstreams, including program operations, copay support, and broader patient support offerings.
• Monitor program operations, process flows, business rules, readiness materials, and support resources, recommending improvements based on performance trends, stakeholder feedback, vendor insights, and changing business needs.
• Identify access, affordability, reimbursement, and operational barriers through program data, vendor feedback, field input, and stakeholder discussions, translating findings into actionable recommendations.
• Coordinate cross-functional reviews to ensure program materials, operating processes, and affordability solutions remain aligned with brand priorities, compliance requirements, and patient experience objectives.
• Manage day-to-day relationships and activities with patient services vendors, including hub, copay, affordability, data, digital engagement, and other operational partners.
• Coordinate vendor launch readiness, implementation checkpoints, testing timelines, go-live dependencies, issue resolution, escalation paths, and cross-vendor activities.
• Track vendor milestones, dependencies, risks, issues, decisions, testing activities, and readiness deliverables, providing concise updates and recommended actions to teams and leadership.
• Monitor vendor performance against service levels, KPIs, quality standards, business rules, and operating procedures, escalating compliance, budget, performance, or timeline risks with proposed resolutions.
• Support MSA, SOW, change order, invoice, and budget tracking activities by coordinating inputs across procurement, legal, finance, compliance, and patient services teams.
• Maintain launch readiness trackers, action items, dependencies, meeting outputs, and operational documentation for assigned patient services workstreams.
• Coordinate with Commercial, Market Access, Data & Analytics, Marketing, Trade, Legal/Compliance, field reimbursement, and external partners to resolve dependencies and maintain alignment.
• Support launch workshops, vendor sessions, readiness reviews, and governance meetings through preparation of materials, documentation of decisions, and follow-up management.
• Develop and interpret reports covering program performance, access and reimbursement, affordability utilization, patient engagement, case outcomes, vendor performance, and pharmacy performance.
• Identify trends, operational gaps, and root causes, translating findings into clear recommendations for leadership, vendors, and cross-functional stakeholders.
• Drive continuous improvement initiatives focused on quality, scalability, cycle time, data visibility, compliance, and patient experience.
• Partner with analytics and vendors to refine data definitions, reporting cadences, dashboards, and performance review materials.

Requirements

• Bachelor’s or Associate degree required; an advanced degree such as an MBA, MPH, PharmD, or another relevant graduate degree is preferred.
• 7+ years of experience in patient services, hub operations, affordability programs, field reimbursement, market access, pharmaceutical operations, consulting, healthcare services, or a related field.
• Demonstrated experience implementing, managing, or optimizing patient support programs and vendor relationships within pharmaceutical, biotech, specialty pharmacy, hub services, or healthcare environments.
• Strong understanding of reimbursement processes, pharmacy distribution, payer dynamics, benefits verification, prior authorization, appeals, copay assistance, patient assistance programs, and relevant compliance requirements.
• Strong analytical capabilities, with the ability to interpret operational data, identify trends, develop insights, and communicate recommendations to senior leadership and cross-functional stakeholders.
• Proven project management skills and the ability to manage multiple priorities in a fast-paced, deadline-driven, and entrepreneurial environment.
• Excellent written, verbal, presentation, collaboration, and stakeholder management skills.
• Ability to influence without direct authority and build alignment across internal functions and external partners.
• Experience managing vendors, timelines, operational issues, service levels, governance processes, budgets, contracts, and related business inputs.
• Proficiency with Microsoft Office Suite; familiarity with CRM platforms, patient services reporting systems, dashboards, and data analytics tools is preferred.
• Experience supporting a new product launch or major patient support program implementation is advantageous.
• Experience with cardiovascular, specialty, or retail pharmacy benefit products is preferred.
• Experience partnering with field reimbursement or access account teams to identify payer trends and HCP workflow barriers is a plus.
• Strong experience preparing leadership-ready presentations, vendor business reviews, readiness updates, operational dashboards, and issue escalation materials is preferred.
• Ability to travel up to 20–25% based on business needs, including occasional overnight travel.
• Ability to work during East Coast business hours.

Benefits

• Annual salary range of $205,000–$235,000 USD .
• Medical, dental, and vision insurance.
• Paid time off.
• 401(k) benefits.
• Eligibility to participate in incentive programs tied to individual and company performance.
• Fully remote work environment.
• Opportunity to contribute to the launch and optimization of patient support programs in a growing biopharmaceutical organization.
• Collaborative environment with exposure to cross-functional teams, external vendors, and senior leadership.
• Professional growth opportunities through involvement in strategic patient access, affordability, launch readiness, and operational initiatives.
• Up to approximately 20% travel based on business requirements.
• Compensation may vary depending on geographic location, experience, education, skills, and other relevant factors.

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!

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.