Vice President, Patient Services

Overview

As a senior leader within a third-party HUB services organization, the VP will oversee multiple program teams supporting diverse therapeutic areas and clients, ensuring service delivery excellence, compliance, and innovation in every engagement.

Responsibilities

• Define and execute the strategic vision for HUB operations and patient support services across multiple biopharma partnerships.
• Serve as a senior strategic partner to clients, ensuring alignment between program design, brand strategy, and operational delivery.
• Identify new opportunities to expand and enhance service offerings, including technology integration, digital engagement, and patient insights.
• Collaborate with Business Development and Program Implementation teams to support new client onboarding, RFP responses, and program launches.
• Lead all aspects of HUB operations, including benefits verification, prior authorization, financial assistance, patient onboarding, adherence programs, and nursing/clinical support (as applicable).
• Establish and monitor performance metrics, ensuring achievement of client SLAs, KPIs, and quality standards.
• Drive continuous improvement initiatives that increase efficiency, scalability, and patient satisfaction.
• Partner with Technology and Analytics teams to leverage data insights for proactive decision-making and performance optimization.

Leadership & Team Development

• Lead a team of senior directors and program managers responsible for day-to-day HUB operations and client program execution.
• Build a strong leadership pipeline and culture of accountability, collaboration, and high performance.
• Oversee workforce planning, training, and talent development to ensure organizational readiness and capability to meet evolving client needs.

Compliance, Quality, & Risk Management

• Ensure all operations adhere to client-specific requirements, industry regulations, and company compliance policies (HIPAA, FDA, OIG, and manufacturer guidelines).
• Partner with the Quality and Compliance teams to maintain robust auditing, monitoring, and corrective action processes.
• Champion a culture of compliance and ethical behavior across all levels of the organization.

Financial & Operational Performance

• Manage operational budgets, staffing models, and resource allocation to ensure profitability and efficiency.
• Partner with Finance to forecast program costs, margins, and scalability opportunities.
• Support strategic pricing and contract renewal discussions through operational insight and performance data.

Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or related field required; MBA, MHA, or related advanced degree preferred.
• 10+ years of progressive leadership experience in patient support services, HUB operations, specialty pharmacy, or pharma services.
• Proven success leading large-scale, multi-client programs in a third-party HUB or outsourced services environment.
• Deep understanding of patient access, reimbursement models, and the pharmaceutical commercialization process.
• Demonstrated experience managing client relationships at the executive level.
• Strong leadership, financial acumen, and operational management skills.
• Commitment to service excellence, innovation, and compliance integrity.