Executive Director

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Executive Director, Patient Support Services based in United States.

• Develop and lead the strategic vision, operating model, roadmap, and execution plan for U.S. Patient Support Services, translating organizational objectives into scalable and sustainable capabilities.
• Design, build, and operationalize patient support programs covering patient access, reimbursement assistance, affordability support, adherence services, patient education, and overall patient experience.
• Lead launch-readiness planning and execution, ensuring technology, infrastructure, processes, reporting, vendors, and operational capabilities are in place ahead of commercialization.
• Establish and manage relationships with patient support hubs, specialty pharmacies, copay administrators, field reimbursement partners, and other patient services providers.
• Lead vendor selection and RFP processes, contract negotiations, governance structures, service-level expectations, and ongoing performance management.
• Develop strategies to address patient access barriers and create a seamless experience for patients, caregivers, healthcare providers, and office staff.
• Partner cross-functionally with Market Access, Commercial, Medical Affairs, Legal, Finance, Supply Chain, and other teams to align patient support programs with broader business objectives.
• Establish policies, procedures, quality standards, escalation processes, and compliance controls to ensure effective and compliant program operations.
• Define and monitor KPIs and analytics covering patient onboarding, reimbursement outcomes, affordability utilization, adherence, operational performance, and patient satisfaction.
• Analyze access trends, reimbursement challenges, and market dynamics, translating insights into actionable recommendations for program optimization and business performance.
• Ensure patient support activities comply with applicable healthcare laws, regulations, industry standards, and internal policies.
• Serve as the internal subject matter expert on patient services, patient access, reimbursement support, and related commercialization strategies.
• Build scalable capabilities that can support future product launches, additional indications, and organizational growth.
• Lead budget planning and financial oversight for patient support programs, vendors, and operating models.
• Drive continuous improvement initiatives focused on operational efficiency, patient satisfaction, provider experience, service quality, and program effectiveness.

• Bachelor’s degree required; an advanced degree is preferred.
• 12+ years of progressive experience in patient services, market access, reimbursement, commercial operations, pharmacy, healthcare services, pharmaceutical, biotechnology, or related functions.
• Demonstrated experience designing, implementing, and leading patient support programs within the pharmaceutical or biotechnology industry.
• Proven experience supporting pre-launch planning, launch readiness, and commercial execution for pharmaceutical or biotechnology products.
• Deep knowledge of patient access and reimbursement processes, including prior authorization, appeals, specialty pharmacy, affordability programs, copay support, and hub services.
• Strong understanding of U.S. healthcare reimbursement systems, payer dynamics, specialty distribution channels, and patient access challenges.
• Experience selecting, managing, and governing patient services vendors, hub providers, copay administrators, specialty pharmacies, and other strategic partners.
• Demonstrated ability to build and scale processes, infrastructure, operating models, and organizational capabilities within a growing commercial environment.
• Ability to combine strategic leadership with hands-on execution, operational discipline, and strong attention to detail.
• Strong analytical and data-driven decision-making skills, with experience using KPIs and performance insights to drive continuous improvement.
• Exceptional cross-functional leadership, communication, influencing, and stakeholder-management capabilities.
• Proven ability to lead complex initiatives, create alignment across diverse teams, and drive accountability in ambiguous environments.
• Strong business acumen and confidence presenting strategic recommendations and insights to senior leadership.
• Builder mindset with a proactive, solutions-oriented approach and the ability to operate with urgency in a launch environment.
• Strong organizational and project management skills, with a commitment to operational excellence.
• Willingness to travel based on business needs, including internal meetings, vendor governance sessions, industry events, and customer engagements.
• Ability to attend in-person meetings at an office.