Director of Patient Support Services Full Time - Remote (East Coast preferred)

Company Summary

Theratechnologies is a global specialty biopharmaceutical company headquartered in Montreal, Canada with business units in the US, Canada, and Ireland. Theratechnologies is focused on addressing unmet medical needs by bringing to market specialty therapies for people of greatest need.

Job Summary

The Director of Patient Support Services will lead and oversee the development, implementation, and management of comprehensive patient support programs to ensure patients have access to therapies and receive the assistance needed throughout their treatment journey. This role will collaborate closely with cross-functional teams including sales, marketing, field reimbursement teams, payer strategy, and other brand leadership to establish and maintain effective patient support strategies and resources.

Key Responsibilities

• Design, develop, and execute patient support programs that facilitate seamless patient access and adherence to therapies.
• Lead innovation and drive program enhancements to optimize customer service and patient access to therapies by identifying emerging opportunities.
• Ensure hub performance is communicated to key stakeholders by developing and implementing performance dashboard and improvement plans as needed.
• Lead and manage the Field Reimbursement and Nurse Navigator Team providing clear direction, coaching, performance management, and annual goal setting.
• Work with Business Excellence and PSP Analytics team to identify analytics to measure programs and assist the commercial business in driving data-driven decisions.
• Monitors the effectiveness and overall performance of call center operations and develops processes to increase the effectiveness and efficiency of the program services.
• Ensure effective and compliant implementation of Patient Financial Assistance programs.
• Ensure best-in-class systems and communication platforms for HCPs and patients.
• Collaborate with payer strategy and field reimbursement teams to align patient services with market access and reimbursement strategies.
• Lead the development of patient education materials, adherence programs, and support tools in alignment with regulatory and compliance standards.
• Oversee partnerships with external vendors and service providers involved in patient support programs.
• Responsible for the operational oversight and day-to-day management of the PSP team, including development and ongoing management of job descriptions, goal and objective setting for each employee, performance appraisals, coaching, and corrective action when necessary.
• Ensure compliance with industry regulations, company policies, and legal requirements related to patient support activities.
• Lead cross-functional project teams and communicate effectively with internal stakeholders, including brand teams, finance, legal, and operations.
• Plans, develops, and directs all aspects of operations in coordination with Quality Assurance and Contract Manager; establishes, implements, and reviews call center standards, policies, objectives, and initiatives.
• Manage the budget of PSP operations and people budgets.
• Develop, implement, and revise training for all onboarding and ongoing training needs for all new hires and existing employees, including nursing, access and reimbursement.
• Ensure teams and programs are fully compliant with all relevant laws, regulations, and corporate policies.
• Travel as necessary with Field Sales, Marketing, and Market Access to visit accounts and make presentations about the company’s reimbursement strategy and services; attend commercial and other relevant business-related meetings.

Minimum Qualifications Required

• 10+ years of experience in patient support services or related roles within the biotech/pharmaceutical industry.
• Bachelor's degree in healthcare administration, business, or a related field; advanced degree preferred.
• Demonstrated leadership experience with a proven ability to build and manage cross-functional teams.
• Strong strategic vision and a track record of developing and implementing patient-centric programs.
• In-depth knowledge of patient access services and market dynamics, including reimbursement and patient assistance programs.
• Proven ability to work effectively in a fast-paced, dynamic environment and drive results.
• A commitment to patient well-being and improving treatment journeys through innovative support services.
• Solid understanding of the US healthcare system, patient assistance programs, and relevant regulations.
• Strong analytical and strategic thinking skills with the ability to adapt to market changes.
• Excellent communication and relationship management skills.
• Ability to manage budgets and optimize financial resources to ensure program sustainability.

Personal Qualities For All Staff

• Goal-oriented and able to deliver objectives within tight timelines.
• Strong prioritization skills.
• Creative thinker with problem-solving abilities.
• Collaborative spirit with the capability to work independently and as part of a team.
• Flexibility and adaptability.
• Exceptional organizational and leadership skills.
• Skilled at bringing together cross-functional teams to align on shared goals.

Travel Requirements

Willingness to travel as needed for field activities, meetings, and conferences, including overnight travel (>25%).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.