Associate Director, Patient Support Services

Accountabilities: Lead operational oversight of patient and customer services, ensuring programs are effective, efficient, compliant, and focused on exceptional customer experiences. Manage and continuously improve patient support programs, identifying opportunities to enhance services, processes, and patient experiences. Use data sources and analytical tools to monitor program performance, manage vendors, identify market access trends, and generate actionable insights. Advise on the development and enhancement of patient support offerings and contribute to strategic decisions around future services. Serve as a key advisor during brand and product launch planning, helping define patient support strategies and tactics. Manage relationships with external partners, including patient services hubs, call centers, vendors, agencies, consultants, and third-party data providers. Collaborate with internal functions such as Legal, Marketing, Market Access, field reimbursement, and account teams to ensure compliant and coordinated program delivery. Act as a key patient support contact for brand teams, field reimbursement personnel, and account managers. Develop and maintain standard operating procedures, business review processes, program documentation, and operational governance. Lead or contribute to RFPs, contracting activities, program implementation, process improvement initiatives, and cross-functional projects. Manage staffing and resource planning, budgets, forecasts, and financial performance while balancing multiple priorities and deadlines. Present patient services, customer experience, operational, and financial updates to senior leadership and key stakeholders. Requirements Bachelor’s degree required; a master’s degree is preferred. 7+ years of relevant experience within the pharmaceutical, biotechnology, medical device, or related healthcare industry. 5+ years of experience managing external vendors such as call centers, copay providers, consultants, agencies, and third-party data suppliers. Prior leadership experience in patient services, market access service delivery, or a comparable healthcare function. Demonstrated experience with patient support program design, implementation, operational management, and continuous improvement. Experience managing budgets, forecasts, staffing or resource models, and financial planning. Strong project management capabilities, with the ability to prioritize multiple initiatives and deliver results on time and within budget. Experience developing SOPs, managing RFP and contracting processes, leading business reviews, and coordinating field training or collateral. Ability to analyze operational and business data using Excel and other analytical interfaces. Familiarity with data transfer agreements, file interface agreements, electronic data interchange, and systems such as SAP is valuable. Product launch experience is preferred, particularly within patient services or market access. Experience in market access, oncology, radiopharmaceuticals, or radioligand therapy is advantageous. Excellent written, verbal, analytical, and presentation skills, with the ability to communicate complex information clearly to senior stakeholders. Strong problem-solving skills, sound judgment, resourcefulness, and the ability to develop practical recommendations quickly. Ability to influence and lead cross-functionally and with external partners without relying on formal authority. Comfortable working independently, managing ambiguity, and keeping leadership and stakeholders informed. A collaborative, entrepreneurial, and patient-focused approach with strong attention to compliance and customer experience. Benefits Annual base salary range of $172,668–$209,233 for the U.S. field-based position. Potential eligibility for additional discretionary incentive cash and stock opportunities. Comprehensive benefits that may include medical, dental, vision, life, and disability insurance. Wellbeing support and retirement and financial protection benefits. Flexible Time Off for eligible U.S.-based exempt employees, subject to manager approval. 11 paid company holidays annually for eligible employees. Additional time-off programs may include paid sick leave, volunteer days, summer-hours flexibility, and various forms of family and personal leave. Eligible employees may receive an annual global shutdown between Christmas Day and New Year’s Day. Field-based work model designed around the responsibilities of the role. Workplace accommodations and ongoing support available for qualified individuals with disabilities. Opportunities to contribute to patient-focused programs and collaborate across a broad healthcare ecosystem.