Director/Sr. Director, Patient Support Programs

Job Description:

• Provide strategic framework and guidance for developing, deploying, and continuously improving patient support and affordability programs
• Design and maintain programs covering reimbursement support, case management, adherence and persistency, nurse educators, copay assistance, PAP, bridge, and quick-start free drug programs
• Develop annual patient support strategies and tactical plans with Market Access and Commercial leadership
• Monitor copay accumulators, maximizers, and Alternative Funding Programs and incorporate implications into program design, business rules, and gross-to-net planning
• Negotiate and execute patient support program vendor agreements, including scope of work, business rules, service levels, and pricing
• Monitor KPIs and SLAs, including time to first fill, benefits investigation accuracy, prior authorization turnaround, adherence, persistency, and case closure rates
• Lead quarterly business reviews for patient support program vendors
• Manage day-to-day program and vendor operations, escalations, case-level issue resolution, and operational meetings
• Develop and maintain SOPs and work instructions across patient support and specialty pharmacy partners
• Oversee patient assistance eligibility criteria, income verification, enrollment governance, annual review, and re-certification
• Own reporting, scorecards, program utilization, and enrollment funnel performance; translate insights into recommendations
• Partner with Commercial Analytics and Finance on copay and free-goods forecasting, accrual support, and gross-to-net implications
• Partner with Marketing on patient support program materials
• Collaborate with Market Access, Trade and Distribution, Field Reimbursement, Sales, Marketing, Medical Affairs, Quality, Pharmacovigilance, IT, Legal, and Compliance
• Ensure adverse event and product complaint intake, documentation, reporting, and vendor training requirements are incorporated into workflows
• Address issues affecting patient access, product initiation, or continuity of therapy
• Ensure compliance with company policies, HIPAA, OIG guidance, and the federal Anti-Kickback Statute
• Participate in company-sponsored meetings, trade shows, and industry conferences
• Follow company compliance policies, procedures, and training requirements
• Perform other duties as assigned

Requirements:

• Bachelor's degree required
• 8+ years of experience in patient services, market access, reimbursement, or distribution within a pharmaceutical or biotechnology manufacturer
• 2+ years managing external patient support, HUB, or copay vendor relationships
• Demonstrated experience launching a patient services HUB and/or supporting a specialty product launch
• Strong familiarity with copay assistance, PAP, bridge and free drug programs, and financial support models required
• Experience in access for a pharmacy benefit product required
• Experience managing teams and in-line leadership roles
• Demonstrated understanding of healthcare compliance frameworks, including HIPAA, OIG guidance, and the federal Anti-Kickback Statute
• Ability to travel up to 25% of the time
• Direct experience building new patient assistance and patient support programs preferred
• Experience in rare disease or orphan product commercialization preferred
• Familiarity with pulmonary hypertension, including WHO Group 1 and WHO Group 3 disease states preferred
• Understanding of pharmacovigilance integration and compliant patient education practices preferred
• Experience with copay accumulator, maximizer, and Alternative Funding Program mitigation strategies preferred
• Financial acumen in budgeting, forecasting, and profitability management preferred
• Experience leveraging CRM platforms and patient support performance analytics preferred
• Experience working in a smaller or growth-stage biopharmaceutical environment preferred

Benefits:

• Competitive compensation package
• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability (STD)
• Long-term disability (LTD)
• 401(k) Savings Retirement Plan
• Employee Stock Purchase Plan (ESPP)
• Reasonable accommodation for qualified individuals with disabilities