Director OF Patient Services

Director, Patient Services OperationsThe Director, Patient Services Operations will play a critical role in designing, building, and operationalizing DBV's patient support model in preparation for and following commercial launch. Reporting to the Senior Director, Patient Services & Trade, this individual will own the day-to-day operations of the patient services hub, copay and patient assistance programs, and supporting vendor relationships. The ideal candidate brings deep operational expertise in specialty or pediatric product launches, a patient-first mindset, and the ability to thrive in a lean, fast-moving, cross-functional environment.Location: Warren, New Jersey - 3 days on siteSalary Range: $175-215KKey ResponsibilitiesHub & Program OperationsLead the design, implementation, and ongoing management of the patient services hub, including benefits verification, prior authorization support, and patient onboarding workflowsOversee daily hub vendor performance, including SLA/KPI management, quality monitoring, call calibration, escalation resolution, and continuous process improvementDevelop and maintain program business rules, standard operating procedures, work instructions, and training materials for internal and vendor-facing teamsManage operational readiness for launch, including hub go-live planning, systems testing (CRM, portals, e-services), and staffing modelsAffordability & Access ProgramsOperationalize copay assistance, patient assistance program (PAP), and bridge/quick-start programs in partnership with legal and complianceMonitor program utilization, budget performance, and forecast implications; recommend design refinements based on data and field insightsEnsure programs comply with all applicable federal and state regulations, including OIG guidance and manufacturer program requirementsVendor & Budget ManagementServe as primary operational point of contact for hub, copay, PAP, and non-commercial pharmacy vendors; lead QBRs and performance reviewsManage RFP processes, contracting support, statements of work, and change orders in partnership with procurement and legalOwn operational budget tracking, accrual support, and invoice reconciliation for patient services programsData, Analytics & ReportingDefine program KPIs and build reporting cadences that deliver actionable insights to commercial leadership (e.g., time-to-fill, conversion, adherence, program utilization)Partner with data & analytics teams to integrate hub data feeds with internal data warehouse and CRM; ensure data integrity and HIPAA-compliant data flowsTranslate patient journey friction points into operational solutions and program enhancementsCross-Functional Leadership & ComplianceCollaborate closely with Trade & Distribution, Market Access, Marketing, Field Reimbursement, Medical Affairs, Legal, and Compliance to ensure an integrated patient and provider experienceSupport the development of patient-facing and HCP-facing program materials through the promotional review processChampion a culture of compliance, ensuring all patient services activities adhere to relevant laws, regulations, and company policies (HIPAA, OIG, PhRMA Code)Contribute to launch planning workstreams and represent Patient Services Operations in cross-functional launch readiness reviewsQualificationsRequiredBachelor's degree required; advanced degree (MBA, MPH, PharmD) a plus8+ years of progressive experience in the biopharmaceutical industry, with 5+ years in patient services, hub operations, or specialty pharmacy/access rolesDirect experience launching or operating patient support programs for a specialty, rare disease, or pediatric productDemonstrated success managing hub services vendors, copay programs, and PAPs, including SLA/KPI oversight and QBR leadershipStrong working knowledge of US reimbursement landscape (commercial, Medicaid, Medicare), benefits verification, and prior authorization processesFamiliarity with relevant compliance frameworks (HIPAA, OIG guidance, anti-kickback considerations for manufacturer programs)Experience with patient services technology platforms (CRM, e-BV/e-PA tools, patient portals)Excellent project management, analytical, and communication skills; able to distill complex operational data into clear recommendationsPreferredExperience in pre-launch/launch environments at emerging or mid-size biotechExperience supporting products with pediatric populations and caregiver-centric support modelsFamiliarity with non-commercial pharmacy and alternate distribution modelsVendor RFP and implementation experience (hub build or transition)Behavioral SkillsCuriosity: Keep on exploring uncharted territories. Always ask "why?" and more importantly "why not?",Courage: Take smart risks, mentor each other to always do better & be accountable for our choices, our opinions, and our actions,Collaboration: Teamwork and spirit. Support each other and be equally involved in the achievement of our common goals,Credibility: Be transparent, follow through and build trust. Educate ourselves about our unique technology.