Associate Director, Patient Support Solutions

Role Summary

Associate Director, Patient Support Solutions. Location: Waltham. Reports to: Senior Director. The role leads the strategic design, development, and optimization of the Patient Support platforms in collaboration with the Patient Access and Patient Services teams, serving as the primary liaison between business stakeholders, IT, and external partners to ensure an engaging patient and provider experience, operational efficiency, and regulatory compliance.

Responsibilities

• Solution Ownership: Serve as the solution owner for the Patient engagements, defining the vision, roadmap, and prioritized backlog to align with patient access and support goals.
• Stakeholder Management: Collaborate with cross-functional teams including Field Teams, Patient Services, Market Access, IT, Compliance, and external vendors to gather requirements and deliver scalable solutions.
• System Enhancements: Lead the design and implementation of new solutions, features, integrations, and workflows that streamline patient onboarding, reimbursement, and case management processes.
• Data & Insights: Ensure solution data integrity and leverage insights to drive improvements in patient engagement, adherence, and operational performance.
• Vendor Oversight: Partner with platform owners and implementation partners to ensure timely, quality delivery of enhancements and systems stability.
• Change Management: Support user adoption through training, documentation, and continuous improvement initiatives.
• Compliance: Maintain strict adherence to all privacy, security, and regulatory requirements governing patient data and healthcare systems.
• Analytics & Business Analysis: Utilize business analyst skills to translate complex business needs into system requirements, reporting, and dashboards.

Qualifications

• Bachelor’s degree required; advanced degree (MBA, MS, or equivalent) preferred.
• 10+ years of experience in CRM, Product Management, or Business Analysis roles within the pharmaceutical, biotech, or healthcare industry.
• Demonstrated experience implementing or managing Patient Engagement Platforms or other healthcare-focused CRM platforms.
• Proven ability to manage CRM product lifecycle—from vision and strategy through delivery and optimization.
• Strong understanding of patient access, reimbursement, and support program processes.
• Exceptional communication, stakeholder management, and problem-solving skills.
• Experience with data analytics, reporting tools, and translating insights into business recommendations.
• Agile certification or experience working in an Agile/Scrum environment preferred.
• Business Analyst experience is a strong plus.

Skills

• Patient CRM or healthcare CRM experience
• Product ownership and lifecycle management
• Data analytics and reporting
• Stakeholder management and cross-functional collaboration
• Regulatory compliance and privacy awareness