Director, Patient Services

Director Of Patient Services

Hippocratic AI is seeking a Director of Patient Services to serve as the definitive authority on patient services operations and to lead the design, development, and commercialization of AI-powered patient services solutions. This executive will bring deep, hands-on expertise in how patient services programs actually operate from hub services and specialty pharmacy to access, affordability, adherence, and nursing support and translate that knowledge into solutions that transform how pharma manufacturers and their partners support patients across the product lifecycle.

You will be the person in the room who has experienced patient services who knows what happens when a prior authorization fails, how a hub triages an incoming benefits investigation, why patients abandon therapy after the second fill, and what it takes to stand up a new program at launch. You will bring that operational depth to everything you do: defining use cases, shaping platform capabilities, supporting enterprise sales conversations, and ensuring that what we build reflects the way patient services actually work.

You will sit at the center of the company's patient services strategy working externally with pharma and hub partners to understand their needs and demonstrate credibility, and internally with Engineering, Product, Customer Success, and Sales to build and deliver solutions that win in the market.

Join experts who've spent their careers improving care, advancing science, and building world-changing technologies ensuring our platform is powerful, trusted, and truly transformative.

About the Role

The Director of Patient Services is responsible for defining and leading Hippocratic AI's patient services solution strategy translating deep operational expertise into AI-powered solutions that address the most pressing challenges facing pharma manufacturers, hub service providers, specialty pharmacies, and patient support organizations. You will own the use case roadmap for patient services, serve as the company's external subject matter authority with pharma and partner stakeholders, and work hands-on with Engineering and Customer Success to build and deploy solutions that deliver measurable outcomes.

You will be equally effective explaining the nuances of a specialty pharmacy dispense workflow to an engineer, presenting a patient services transformation vision to a pharma SVP, or working with Customer Success to configure a deployment that reflects the operational realities of a live hub program.

You will report to the President, Life Sciences, and work closely with the Chief Commercial Officer, Sales, Customer Success, Product, Engineering, and Medical Affairs leadership.

What You'll Do

Patient Services Solution Strategy and Use Case Development

• Define and own the patient services use case roadmap identifying, prioritizing, and detailing the AI-powered solutions that address the highest-value opportunities across the patient services ecosystem.
• Map end-to-end patient services workflows with operational precision, covering benefits verification and prior authorization, copay and affordability programs, hub intake and triage, specialty pharmacy coordination, nursing support and clinical education, adherence and persistence programs, and patient and caregiver engagement.
• Develop detailed solution architectures for each use case defining how AI agents interact with patients, caregivers, HCPs, hub coordinators, and pharmacy staff within real-world operational workflows.
• Identify and define use cases across the product lifecycle from pre-launch readiness and launch support through mature brand optimization and loss-of-exclusivity transitions.
• Evaluate emerging patient services trends including direct-to-patient models, manufacturer-owned dispensing, integrated care coordination, and digital-first engagement and translate them into platform opportunities.
• Prioritize the solution roadmap based on market demand, revenue potential, deployment feasibility, and strategic differentiation.

External Engagement and Pharma Partnership

• Serve as the company's primary subject matter authority on patient services in all external-facing contexts including enterprise sales conversations, executive workshops, conference presentations, and partner discussions.
• Engage directly with pharma executives across patient services, market access, commercial operations, and brand teams to understand their challenges, validate use cases, and build confidence in Hippocratic AI's approach.
• Support Sales during enterprise deal cycles by providing patient services credibility and depth that differentiates the company from competitors who lack operational expertise.
• Lead whiteboarding sessions, solution workshops, and proof-of-concept scoping discussions with pharma and hub partner stakeholders.
• Develop and maintain relationships with senior leaders across the patient services ecosystem including hub service providers, specialty pharmacies, specialty distributors, and field reimbursement and nursing organizations.
• Create compelling customer-facing materials including solution narratives, workflow visualizations, ROI frameworks, and outcome models grounded in real-world patient services economics.

Internal Collaboration and Solution Delivery

• Partner with Engineering and Product to translate patient services use cases into detailed requirements, workflow specifications, conversation designs, and acceptance criteria that development teams can build against.
• Work with Engineering to ensure AI agent behaviors, escalation logic, integration requirements, and data flows reflect the operational realities of patient services environments including real-time eligibility checks, pharmacy system handoffs, clinical triage pathways, and compliance guardrails.
• Collaborate with Customer Success to define deployment playbooks, configuration guides, and operational readiness checklists for patient services implementations.
• Participate actively in deployment planning and early go-live support ensuring solutions perform as designed in live patient services environments and that learnings feed back into the roadmap.
• Partner with Medical Affairs and Compliance to ensure patient services solutions meet regulatory, safety, and promotional compliance requirements.

Internal Education and Organizational Enablement

• Develop training materials, workflow reference guides, and market context documents that enable customer-facing teams to engage credibly on patient services topics.
• Create and maintain an internal knowledge base covering patient services program models, hub operations, specialty pharmacy workflows, payer dynamics, manufacturer operating structures, and competitive landscape.
• Mentor and develop team members who interface with patient services customers, raising the overall expertise and credibility of the organization.

Market Intelligence and Thought Leadership

• Maintain a current, detailed understanding of the patient services competitive landscape including hub providers, technology platforms, specialty pharmacy networks, and emerging direct-to-patient models.
• Track market trends, regulatory developments, and payer policy changes that affect patient services operations and translate them into strategic guidance for leadership and customer-facing teams.
• Represent Hippocratic AI as a thought leader at industry events, conferences, and advisory forums focused on patient services, specialty pharmacy, and patient access.
• Develop published content, white papers, and market perspectives that establish the company's authority in AI-enabled patient services.

What You Bring

Must Have:

• 7-15 years of experience in patient services, hub operations, specialty pharmacy, patient access, or related functions within pharma services, pharma manufacturers, or healthcare services organizations.
• Deep, hands-on operational knowledge of patient services workflows including benefits verification, prior authorization, copay and affordability programs, hub intake and triage, specialty pharmacy dispense and distribution, adherence programs, and clinical nursing support.
• Direct experience building, managing, or designing patient services programs not just selling into them or advising on them from the outside.
• Demonstrated ability to engage credibly with senior pharma executives (VP, SVP, C-suite) across patient services, market access, commercial operations, and brand leadership.
• Experience translating operational knowledge into solution design, product requirements, or technology platform capabilities.
• Strong understanding of the patient services vendor and partner ecosystem including hub providers, specialty pharmacies, specialty distributors, and field organizations.
• Comfort working in high-growth environments with limited structure and high expectations for ownership, cross-functional collaboration, and hands-on contribution.
• Exceptional communication skills written, verbal, and visual with the ability to make complex patient services operations accessible to technical, commercial, and executive audiences.

Nice to Have:

• Experience at a major patient services, hub, or specialty pharmacy organization in an operational, strategy, or product capacity.
• Familiarity with patient services technology platforms, CRM systems, pharmacy management systems, and integration standards (e.g., ePA, NCPDP, HL7/FHIR).
• Experience supporting enterprise sales or go-to-market efforts as a subject matter expert or solutions lead.
• Understanding of payer landscape dynamics including PBM operations, specialty tier management, step therapy, and utilization management as they intersect with patient services.
• Experience with AI, digital health, or patient engagement technologies.
• Startup or early-stage company experience.
• Advanced degree (MBA, MPH, PharmD, MS) is a plus.

What We're Looking For: