Associate Director, Patient Services Operations and Marketing

Reporting to the Vice President of Patient Services, the Associate Director Patient Services Operations and Marketing is responsible for the ongoing management, optimization, and strategic execution of Patient Services operations, program vendors, and marketing assets.  This role is a key operational partner between Patient Services and cross-functional stakeholders, ensuring Patient Services programs are delivered efficiently, consistently, and in alignment, while maintaining a high-quality patient and provider experience. 

The Associate Director will oversee relationships with external vendors supporting Patient Services programs, ensuring adherence to defined processes, service-level expectations, quality standards, and company policies. The role also manages the development, coordination, and maintenance of Patient Services marketing and communications assets, helping ensure that materials are accurate and aligned with the broader brand and program strategy.

This position requires a highly organized, collaborative, and results-oriented candidate who can effectively balance operational execution, vendor performance, marketing coordination, and continuous improvement. Success in this role requires a strong understanding of the patient and provider journey, an understanding of the Patient Access Liaison role, and the ability to translate strategic objectives into effective day-to-day program execution.

This role is based in our Lexington office. Our office-based employees follow an onsite schedule of 5 days in the office.

Responsibilities (including, but not limited to):

• Manage Program Vendors: Serve as a primary operational contact for Patient Services vendors and partners, overseeing performance, deliverables, service levels, timelines, and issue resolution. Manage the oversight of existing access programs including vendor management, business rules, KPIs, and success factors to understand areas of continued improvement 
• Ensures Program Performance: Monitors vendor and program adherence to company policies, standard operating procedures, contractual requirements, and applicable compliance standards. Identify gaps and implement corrective actions as needed.
• Manage Issues & Escalations: Proactively identifies operational risks and vendor issues and leads timely resolution, escalating critical matters to appropriate leadership when necessary.
• Oversee Marketing Assets: Coordinate the development, review, approval, distribution, and ongoing maintenance of Patient Services marketing, educational, and communication materials and assets. Seamlessly partner with cross-functional stakeholders to ensure Patient Services materials are accurate, current, appropriately branded, and aligned with approved messaging and applicable review requirements.
• Coordinate Cross-Functional Execution: Collaborate closely with Patient Services, Marketing, Commercial, Medical, Legal, Compliance, Regulatory, Finance, IT, and other relevant functions to support successful program execution.
• Drive Continuous Improvement: Evaluate existing processes, workflows, and vendor performance to identify opportunities to improve efficiency, quality, scalability, and the overall patient and provider experience.
• Support Patient & Provider Experience: Maintain a strong focus on the end-to-end patient and provider journey, identifying operational barriers and partnering with internal and external stakeholders to develop solutions that improve engagement and satisfaction.
• Support Budget & Resource Management: Partner with leadership and Finance to monitor vendor spend, program budgets, and resource requirements, helping ensure effective allocation of resources.
• Facilitate Program Launches & Enhancements: Support the implementation of new Patient Services programs, capabilities, vendors, and enhancements, coordinating timelines, dependencies, communications, and operational readiness.
• Develop Vendor Partnerships: Build strong, productive relationships with external partners and hold vendors accountable for delivering high-quality services that meet defined expectations.

Standout Skills for Impact:

• Patient Services expertise: Strong understanding of patient support programs, patient engagement, and the complexities of delivering high-quality services to patients and healthcare providers.
• Marketing & communications acumen: Experience with marketing and communications principles, with the ability to effectively manage patient-facing and provider-facing materials and assets.
• Operational leadership: Demonstrated experience managing complex, multi-faceted programs and translating strategy into consistent, scalable operational execution.
• Vendor management: Proven ability to manage external partners, establish clear expectations, monitor performance, negotiate solutions, and drive accountability.
• Cross-functional collaboration: Exceptional ability to build relationships and influence across functions and organizational levels, including with senior leadership and external partners.
• Data-driven decision making: Ability to use operational metrics, vendor performance data, and program insights to identify trends, solve problems, and inform recommendations.
• Problem solving: Resourceful and solutions-oriented approach with the ability to anticipate challenges, navigate ambiguity, and resolve complex operational issues.
• Executive communication: Excellent written, verbal, and presentation skills, with the ability to communicate clearly and effectively with both senior leaders and operational stakeholders.
• Ownership and accountability: Takes initiative, follows through on commitments, and maintains a high standard of excellence for program execution and patient experience.

Qualifications and Experience:

• BA/BS required; advanced degree preferred
• 5-8 years of experience in the pharmaceutical or related industry with at least 5 years of direct experience supporting a comprehensive patient services program in the pharmaceutical industry
• Strong interpersonal skills, and excellent written and verbal communication skills. Documented record of strong internal and external relationships
• Analytical and reporting experience required
• Strategic development, departmental/functional business planning and resource development related to Patient Support Program processes, and management experience preferred
• In depth understanding of all relevant US legal, compliance, and regulatory requirements required with a strong commitment to compliance and ethical standards
• Ability to work independently in a dynamic, fast-paced environment
• Experience in rare diseases / specialty medicines is highly desirable
• Fluency in Spanish or other languages highly desirable
• Ability to travel as needed
• Salary is commensurate with experience