Director, Patient Services, Market Access

Director, Patient Services, Market Access

At Agios, we are fueled by connections to transform rare diseases. We foster an inclusive, collaborative culture – one that sparks bold thinking and strengthens our connections with each other and with the rare disease communities we serve. We embrace diverse backgrounds with respect, active listening, and a commitment to inclusion – because our differences shape how we hire, collaborate, and innovate. Our team's proven track record of executional excellence, combined with our depth of expertise and dedication, enables us to develop innovative medicines that reflect the priorities of rare disease communities. Our commitment is more than scientific – it's deeply personal, grounded in the meaningful connections we have built.

Agios Pharmaceuticals is searching for a dynamic Director, Patient Services, to join our growing Market Access team. We want someone who cares about this important work, and who's driven to connect to our mission of helping these patient communities. The Director, Patient Services, is responsible for the strategic leadership and efficient execution of the patient support program for sickle cell at Agios. This leader will oversee the end-to-end operations of patient services, spanning hub services, case management, and specialty pharmacy coordination and ensuring exceptional patient and healthcare provider experiences. The Director drives performance against key business objectives (access, affordability, adherence, and service quality) and spearheads continuous improvement across services. In partnership with cross-functional teams, this role aligns patient services strategy with broader organizational goals, compliance standards, and evolving patient and regulatory needs.

Operational Leadership: Oversee patient services operations (hub services, case management, specialty pharmacy coordination) with a focus on efficient, compliant, and patient-centric program delivery. Establish and monitor KPIs and performance metrics to drive operational excellence and implement process improvements that enhance the patient and HCP experience.

Program Strategy & Execution: Design, implement, and optimize patient support programs (e.g., access, co-pay/affordability, adherence) that align with brand strategy and market access objectives. Drive innovation in service delivery models to improve patient outcomes and scalability while ensuring readiness for new product launches, label expansions, and program growth.

Cross-Functional Collaboration: Build strong partnerships with internal stakeholders (e.g., Market Access, Sales, Training, Marketing, Ops and Analytics, Medical, Compliance, IT) and act as the key liaison to external partners (such as hub service providers). Ensure patient services initiatives are integrated with overall corporate strategy and that launch-readiness and ongoing operations are executed seamlessly across teams.

Vendor & Partner Management: Oversee third-party vendors and partners (patient support hubs, co-pay vendors, specialty pharmacies), ensuring they meet contractual obligations, compliance requirements, and performance expectations. Conduct regular business reviews, address gaps through corrective action plans, and foster a collaborative environment with partners to achieve service excellence.

Team Leadership & Development: Lead and mentor a high-performing patient services team—including two senior manager direct reports—fostering a culture of accountability, collaboration, and continuous improvement. Provide coaching, performance management, and professional development for staff to drive engagement and results.

Empathy-Driven Patient Support: Champion a culture of empathy and respect across the patient services team and vendor partners, recognizing the lived experience and complexity of sickle cell disease. Ensure patient interactions, program design, and issue resolution reflect a high-touch, patient-first approach.

Governance & Financial Oversight: Manage patient services budgets and resource allocation to ensure cost-effective operations. Establish robust governance processes and quality controls for patient support programs to maintain high standards, compliance, risk mitigation, and audit readiness.

Data-Driven Improvement: Leverage data and analytics to inform decision-making and optimize program performance. Develop dashboards and reporting tools to monitor patient journey metrics, identify trends, and guide strategic enhancements for more effective patient services delivery.

Education & Experience: Bachelor's degree required (advanced degree such as MBA/MPH or related field preferred). 8–12+ years of progressive experience in patient services, healthcare operations, or a related function within the pharmaceutical/biotech industry, including significant leadership roles managing teams and complex support programs.

Industry & Technical Knowledge: In-depth understanding of patient support program models, including patient hubs, reimbursement processes, specialty pharmacy distribution, and case management services. Experience with reimbursement landscape and patient access challenges is essential.

Strategic & Operational Expertise: Proven track record of designing, scaling, and improving patient services or market access programs. Experience in supporting product launch readiness, program expansion, and implementing best practices for scalability. Familiarity with risk management strategies and REMS program requirements is a plus.

Leadership & Communication: Demonstrated ability to lead and develop high-performing teams. Excellent communication, collaboration, and stakeholder management skills, with the ability to influence across functions and engage with senior leadership and external partners.

Analytical & Financial Acumen: Strong analytical and problem-solving capabilities. Experience using data-driven insights to guide decisions and optimize performance. Financial acumen, including experience managing budgets and vendor contracts, is highly valued.

Compliance Orientation: Solid knowledge of healthcare compliance, privacy (e.g., HIPAA), and relevant regulatory requirements for patient support programs. Commitment to maintaining the highest ethical and compliance standards.

Concerned that you don't check off every box in the requirements listed above? Please apply anyway! At Agios, we value each other's differences and recognize that teams thrive when everyone brings their unique experiences to the table. We are dedicated to building an inclusive, diverse, equitable, and accessible environment where all employees can bring their whole selves to work. If you're excited about this role but your previous experience doesn't align perfectly with the job description, we still encourage you to apply. You may be just the right candidate for this role or another opening!

Work Location: Location Agnostic: Work location for this role is based on employee's individual preference. This role has the ability to be either remote in the US or hybrid in our Cambridge Headquarters. Hybrid schedules vary but are generally less than 3 days per week onsite and hybrid employees are expected to live within commutable distance to our Cambridge Headquarters. Remote employees work entirely from home except for attending Company sponsored events/ meetings. For employees who choose to work remotely, travel may be required for certain company events commensurate to the above job description.

What we will give you:

Deliberate Development. Your professional growth as one of our top priorities.

Flexibility. We're all about individual needs. We embrace different perspectives, work styles, health and wellness approaches, care of families and productivity. When you're at your best, we're at our best.

Premium benefits package. We invest in the health, wellbeing, and security of our people with a premium benefits package that is well-rounded and flexible to help meet the varied personal and professional needs of every member of our team. For more detail on the benefits we offer at Agios, visit the Inside Agios section of our website.

Competitive and equitable performance-based compensation. This includes base salary and both short- and long-term incentives that are connected to our business strategy and vary based on individual and company performance. The current base salary range for this position is expected to be between $183,549 and $275,324 annualized; final salary will be determined based on various factors including, but not limited to, years of relevant experience, job knowledge, skills and proficiency, degree/education, and internal comparators.

Psychological safety. We support an environment of fearlessness. We want you to share your ideas, speak candidly and take data-informed risks to help push the boundaries.

Commitment to diversity. We strive to foster a welcoming workplace where everyone can thrive. We're continuously looking to improve the inclusivity of our workforce.

Commitment to community. We're an active participant in the communities that surround us – the communities where we live, and the community of people and their loved ones in need of better treatment options for conditions that are often overlooked.