Associate Director/Director, Patient Support Services

Key Responsibilities

Patient Access, Affordability & Program Execution

• Support development and execution of assigned patient access and affordability workstreams (e.g., overall program operations, copay support, patient support offerings, etc.)
• Monitor post-launch operations, process flows, business rules, readiness materials, and support resources; recommend refinements based on performance trends, stakeholder feedback, vendor learnings, and evolving business needs.
• Identify access, affordability, reimbursement, and operational barriers through program data, vendor feedback, field input, and stakeholder discussions; translate findings into actionable recommendations.
• Coordinate cross-functional reviews to ensure program materials, operating processes, and affordability solutions remain aligned with brand priorities, compliance expectations, and patient experience objectives.

Vendor Implementation, Launch Readiness & Day-to-Day Oversight

• Manage day-to-day activities with patient services vendors, including hub, copay, affordability, data, digital engagement, and related operational partners.
• Coordinate vendor launch readiness and execution across implementation checkpoints, testing timelines, go-live dependencies, issue resolution, escalation paths, and cross-vendor alignment.
• Track and hold vendors accountable to milestones, dependencies, risks, issue logs, decisions, testing activities, and readiness deliverables for assigned workstreams; provide concise updates and recommended next steps to working teams and leadership.
• Monitor vendor performance against service levels, KPIs, quality expectations, business rules, and documented operating procedures; escalate performance, compliance, budget, or timeline risks with recommended resolutions.
• Support MSA/SOW, change order, invoice, and budget tracking activities by coordinating business inputs with procurement, legal, finance, compliance, and Patient Services leadership.

Cross-Functional Coordination & Governance

• Own and maintain launch readiness trackers, action items, dependencies, meeting outputs, and operational documentation for assigned Patient Services workstreams.
• Coordinate with cross-functional internal stakeholders, e.g., Commercial, Market Access, Data & Analytics, Marketing, Trade, Legal/Compliance, field reimbursement, and vendor teams to identify dependencies, resolve issues, and maintain alignment.
• Support launch workshops, vendor coordination sessions, readiness reviews, and governance meetings by preparing materials, capturing outputs, and driving follow-up actions.

Performance Insights, Reporting & Continuous Improvement

• Develop, review, and interpret reports related to program performance, access and reimbursement, affordability utilization, patient engagement, case outcomes, vendor performance, and pharmacy performance.
• Identify trends, operational gaps, and root causes; translate findings into concise recommendations for leadership, vendors, and cross-functional partners.
• Support continuous improvement initiatives that enhance quality, scalability, cycle time, data visibility, compliance execution, and customer experience.
• Partner with analytics and vendor teams to refine data definitions, reporting cadence, dashboards, and performance review materials.

Qualifications

• Bachelor’s or Associate degree required; advanced degree such as MBA, MPH, PharmD, or other relevant graduate degree preferred.
• 7+ years of experience in patient services, hub operations, affordability programs, field reimbursement, market access, pharmaceutical operations, consulting, or related healthcare services roles.
• Experience supporting, implementing, managing, or optimizing patient support programs and vendor relationships in a pharmaceutical, biotech, specialty pharmacy, hub services, or healthcare services environment.
• Strong understanding of reimbursement processes, pharmacy distribution, payer dynamics, benefits verification, prior authorization, appeals, copay assistance, patient assistance programs, and compliance requirements.
• Demonstrated ability to analyze operational data, identify trends, develop insights, and communicate recommendations to leadership and cross-functional stakeholders.
• Strong project management skills with the ability to manage multiple priorities in a fast-paced, deadline-driven, entrepreneurial environment.
• Excellent communication, writing, presentation, collaboration, and stakeholder management skills.
• Ability to influence without direct authority and drive alignment across functions and external partners.
• Experience managing vendors, timelines, operational issues, service levels, governance routines, and business inputs for budgets or contracts.
• Proficiency with Microsoft Office Suite; familiarity with CRM, patient services reporting, dashboards, and data analytics tools preferred.
• Ability to travel up to 25%, based on business needs.

Preferred Experience / Differentiators

• Experience supporting a new product launch or major patient support program implementation.
• Experience with cardiovascular, specialty, or retail pharmacy benefit products.
• Experience partnering with field reimbursement teams or access account teams to identify payer-related trends and HCP workflow barriers.
• Experience preparing leadership-ready materials, vendor business review content, readiness updates, operational dashboards, and issue escalation narratives.

Travel

• This position requires up to 20% travel. Frequently travel is outside the local area and overnight.

This position is eligible for standard Company benefits including medical, dental, vision, time off and 401K, as well as participating in Mineralys incentive plans are contingent on achievement of personal and company performance.