Director, Platform and Solutions

Role Summary

The Director, Patient Support Services Platforms and Solutions will be the business owner for the strategy, development, and life cycle management of all technology platforms that enable Madrigal’s Patient Access and Support Services. This individual contributor will serve as the primary business owner of the patient support technology ecosystem—including the Patient CRM, Patient Journey Tool, digital applications, and the Patient Support website—ensuring these platforms effectively support patients, providers, and internal teams. This individual will also lead the digital innovation roadmap for Patient Support Services, identifying and implementing new technologies that enhance the experience of patients and healthcare providers’ offices. The Director will collaborate closely with the Patient Support Operations team, as well as with cross-functional partners in IT, Data Science, and AI, to ensure alignment, integration, and data-driven excellence across systems and solutions.

Responsibilities

• Platform Strategy and Management: Define and lead the strategic vision, development, and life cycle management of patient support platforms, including the Patient CRM, Patient Journey Tool, digital apps, and website.
• Innovation and Roadmap Leadership: Lead the Patient Support Services digital innovation roadmap, identifying emerging technologies and scalable solutions that improve patient and provider experiences.
• Cross-Functional Collaboration: Partner with IT, Data, and AI teams to ensure seamless integration, data integrity, and optimized system performance across patient support platforms.
• Vendor and Solution Management: Source, evaluate, and manage third-party technology vendors and digital partners to ensure high-quality, compliant, and efficient solution delivery.
• Operational Enablement: Collaborate with Patient Support Operations leaders to translate business needs into digital solutions, ensuring platforms support operational efficiency, compliance, and measurable impact.
• Data and Insights Enablement: Partner with data teams to ensure systems capture meaningful insights to inform decision-making, program performance measurement, and continuous improvement.
• Compliance and Quality Oversight: Ensure that all patient-facing and data-handling platforms comply with privacy, security, and regulatory standards.

Qualifications

• Bachelor’s degree required; advanced degree (MBA, MPH, or related field) preferred.
• Minimum of 10–12 years of experience in the pharmaceutical, biotechnology, or healthcare industry, with demonstrated experience in Patient Access, Digital Platforms, or CRM/Technology Enablement.
• Proven expertise in managing technology or digital solutions within patient or provider engagement programs.
• Strong project management, vendor management, and cross-functional collaboration skills.
• Ability to translate complex business needs into scalable, technology-driven solutions.
• Understanding of compliance, data privacy, and security requirements in patient services.
• Strategic thinker with strong executional discipline, problem-solving capability, and a passion for improving patient experience through innovation.

Additional Requirements

• Occasional domestic travel may be required.