Senior Director, Patient Services

Senior Director, Patient Services

U.S. Commercial, Market Access Remote (U.S.-based, East Coast preferred)

A late‑stage biopharmaceutical organization preparing for U.S. commercialization is seeking a Senior Director, Patient Services to design, build, and lead a comprehensive patient support function. This role will be instrumental in establishing best‑in‑class patient access and support programs and ensuring a seamless treatment journey for patients navigating complex therapies.

This position reports into senior Commercial/Market Access leadership and partners extensively across a cross‑functional commercial organization.

Role Summary

The Senior Director, Patient Services will be responsible for the strategic and operational leadership of patient support programs, including hub services, patient access coordination, and adherence support. This role collaborates closely with commercial, medical, legal, compliance, advocacy, and operational stakeholders to develop differentiated, compliant, and patient‑centric service offerings.

Key Responsibilities

• Design, build, and implement a comprehensive patient support program, including CRM and hub infrastructure, to facilitate patient access and adherence
• Lead vendor selection, contracting, and oversight for patient support service providers (e.g., CRM, copay assistance, telephony, translation services)
• Drive innovation and continuous improvement to deliver a best‑in‑class patient support experience
• Develop and maintain performance dashboards to communicate program effectiveness and identify opportunities for optimization
• Partner with Commercial Operations and Analytics teams to define program metrics that support data‑driven decision‑making
• Monitor and improve the effectiveness, efficiency, and scalability of patient support services
• Ensure high‑quality systems and communication platforms for healthcare providers and patients
• Develop and maintain SOPs, workflows, training materials, call guides, and reporting, ensuring full compliance with regulatory, legal, and corporate standards
• Collaborate closely with payer, reimbursement, and field teams to align patient services with access and reimbursement strategies
• Lead the development of patient education materials, financial assistance programs, adherence initiatives, and related support tools
• Establish and manage partnerships with external service providers supporting patient programs
• Provide day‑to‑day leadership of the Patient Services team, including goal‑setting, performance management, coaching, and professional development
• Lead onboarding and ongoing training for patient services staff, including product knowledge, access pathways, and reimbursement processes

Qualifications

• Bachelor’s degree in healthcare administration, business, or related field; advanced degree preferred
• 12+ years of experience in patient support services or related roles within the pharmaceutical, biotechnology, or specialty life sciences industry
• Proven ability to design, implement, and scale patient support programs in complex or specialty therapeutic areas
• Demonstrated leadership experience building and managing high‑performing patient services teams
• Strong strategic vision with a track record of delivering patient‑centric, compliant service models
• Deep understanding of patient access programs, reimbursement processes, and privacy and compliance requirements
• Strong knowledge of the U.S. healthcare system, patient assistance programs, and regulatory landscape
• Excellent communication, relationship‑building, and stakeholder management skills
• Experience managing budgets and optimizing resources to ensure sustainable program performance
• Willingness to travel up to approximately 30% to support field engagement and commercial meetings

Preferred Attributes

• Strong patient‑first mindset with a holistic understanding of the patient journey
• Self‑directed leader capable of building programs, meeting timelines, and supporting launch objectives
• Collaborative partner with experience working cross‑functionally across Commercial, Medical, Access, Legal, Compliance, and Finance teams
• Strategic and solution‑oriented thinker with strong analytical skills
• Proven ability to coach, mentor, and develop team members
• Solid understanding of payer decision‑making processes
• Experience working with specialty pharmacy models and reimbursement workflows

The base salary range for this role starts at $240,000 per year. Actual compensation will depend on various factors, including but not limited to depth of experience, skill set, overall performance, and education. Base salary is just one component of a competitive total compensation and rewards package.