Senior Director, Patient Support Services & Hub Ops

Role Summary

Senior Director, Patient Support Services & Hub Ops based in San Diego, CA or Princeton, NJ. Responsible for defining and delivering patient service strategy to enhance access, affordability, and patient/provider experience. Oversees Patient Services and directs evolution of HUB and access support programs to be high-performing, insights-driven, and aligned with brand and business priorities.

Responsibilities

• Establishes high-performing Patient Services team with management, mentorship, coaching, and guidance to direct reports and key team members.
• Develops patient support services strategy and leads implementation, ensuring executional excellence with HUB services team.
• Leads evaluation and evolution of HUB services to create efficiencies and improve customer experience; uses data, insights, and feedback to optimize services, positioning, and messaging.
• Leads evaluation, design, and execution of future versions of access support and HUB services based on evolving priorities, pipeline, and patient requirements.
• Leads Field Access Team strategy and goals in partnership with Field Access Team leaders, including training/materials and facilitating access to relevant data.
• Ensures HUB and Field access team alignment.
• Develops and tracks KPIs; monitors impact and execution of access services and offerings, incorporating user and stakeholder feedback.
• Collaborates on market research to generate insights for programs that meet HCP and patient needs.
• Implements and monitors programs with HCPs and patients to overcome access barriers.
• Serves as Patient Support Services lead for pipeline/lifecycle management and provides strategic recommendations on patient support strategy.
• Leads Access marketing strategy, planning, and implementation; aligns with Brand Marketing and Access & Reimbursement strategies; leads related Brand Planning; collaborates with Brand Marketing for seamless customer experience; develops access marketing priorities, content, tools, and training for national meetings and training.
• Represents Access and Patient Services in senior leadership reviews; creates presentations for executive and board meetings.
• Develops tools and programs for HCPs and patients to engage with services; coordinates with creative agencies and external vendors as appropriate.
• Collaborates with Trade & Distribution, Payer, Brand Marketing, Sales, Field Access, Sales & Access Ops, Patient Advocacy, and Pharmacy Providers to optimize offerings; ensures ongoing improvement.
• Ensures programs meet legal, regulatory, quality, and compliance standards; serves as Patient Support Services Budget owner.
• Other duties as assigned.

Qualifications

• Bachelor's degree in marketing, health care, business administration or related field; Master's preferred.
• Minimum 12 years of progressive experience in marketing, access, patient support services, or related functions in pharmaceutical/biotech, with 7 years in a leadership role.
• Previous patient support experience with Medicare Part D products and rare diseases preferred.
• Travel up to 30%.

Key Candidate Qualities

• Experience in patient support services, brand marketing and/or sales.
• Agency/vendor management experience (briefing/execution/budget oversight).
• Strong understanding of the US access environment, including reimbursement support services, payer coverage, pricing, patient programs, and co-pay support.
• Knowledge of the US healthcare payer system (commercial and public).
• Patient-centric and service-oriented mindset; strong teamwork and interpersonal skills.
• Results-oriented, detail-focused, able to manage multiple projects and meet deadlines; ability to influence without authority.
• Strategic problem-solving, synthesis of complex information, and execution of tactics; experience in sales-related strategy.
• Strong presentation skills; adaptable to change; fast learner, creative, flexible.
• Business acumen and budgeting skills.

Education

• Bachelor's degree in marketing, health care, business administration or related field; Master's degree preferred.

Additional Requirements

• Regular standing, walking, sitting; ability to travel overnight as required.