Associate Director, Patient Support Services

United StatesRemoteFull-timeexecutive

OtherAssociate

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Quick Summary

Key Responsibilities

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OtherAssociate

This leadership role will oversee patient support programs for a specialized radiopharmaceutical portfolio, helping ensure patients and customers receive an effective, compliant, and seamless experience.
You will shape patient support strategies aligned with U.S. market access priorities and contribute to brand and launch planning.
The position combines strategic leadership with hands-on operational oversight, continuous improvement, and program innovation.
You will work across internal functions and with external vendors, agencies, consultants, and other partners to deliver high-quality services.
Strong analytical and financial capabilities will be important for monitoring performance, identifying trends, and managing resources.
The role offers an opportunity to influence patient services in a collaborative, fast-paced healthcare environment while partnering with senior stakeholders.
The position is field-based within the United States and involves significant cross-functional leadership.

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

~2 min read

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.