Director, Patient Services & Direct-to-Patient Marketing (Hybrid)

The Director, Patient Services & Direct-to-Patient (DTP) Marketing plays a central role in developing, executing and evolving innovative patient access and support strategies that enhance affordability, adherence and the overall patient and provider experience across the end-to-end journey. This leader will manage both front-end and back-end processes that ensure seamless access, high-quality service delivery and operational excellence – ultimately supporting brand growth across commercialized brands.  

 
Key responsibilities include overseeing the strategy and execution of patient services (HUB) operations, DTP cash-pay programs, vendor and pharmacy partner management, oversight of compliance and associated risks in the DTP and patient support space, ownership of data, insights and performance metrics, and engaging in cross-functional collaboration to shape how patients, providers and channel partners access our products. 

Patient Services / HUB Program Leadership 

• Leads the strategy, design and execution of patient support services and HUB/specialty pharmacy infrastructure for commercialized brands to optimize patient access, affordability and adherence.  

• Manages and leads vendor selection, contracting and provides oversight into service providers. 

• Drives innovation and ensures continuous effectiveness and efficiency of programs, channel distribution and access models to deliver best-in-class patient experience. 

• Develops and maintains performance dashboards to track and measure performance and identify areas of optimization. 

• Manages day-to-day operations of patient support programs and distribution channels, including specialty pharmacy and HUB. 

• Collaborates with internal teams to ensure patient service models support all brands and meet organizational objectives. 

Direct-to-Patient Strategy & Operations 

• Supports the development, feasibility and execution of the DTP strategy, including evaluating cash-pay and reimbursement models for direct fulfillment flows – ensuring seamless integration into brand strategy. 

• Leads relationships with DTP telehealth, pharmacy partners, distributors, and vendors, overseeing onboarding and daily execution.  

• Establishes and enforces DTP business rules (eligibility, flows, exceptions) to ensure consistent, compliant operations across brands.  

• Leads the development of dashboards, KPIs, and metrics to measure performance and identify areas to refine strategies to optimize patient experience. 

Required 

• Bachelor’s degree required; advanced degree (MBA, MPH, MS) preferred. 

• Minimum 10 years’ experience in biopharma, pharmacy operations, specialty distribution, HUB/patient services, Market Access operations, or channel/fulfillment roles with proven vendor management experience.  

• Proven leadership in building and managing patient access and support programs or pharmacy operations with measurable improvements in time-to-therapy, persistency and patient/provider experience. 

• Working knowledge of payer landscapes, benefit structures, patient assistance models and specialty / HUB pharmacy distribution 

• Demonstrated experience operationalizing DTP or cashpay/ecommercelike prescription flows or running specialty pharmacy operations at scale.  

• Familiarity with DTP partner pharmacy, telehealth, hub models and trade/distribution partners 

• Strong strategic planning and operational execution skills, including project management, vendor oversight, financial/budget management, and performance tracking. 

• Excellent verbal, written, and interpersonal communications skills and the ability to communicate with diverse groups and audiences.  

• Expertise in communications planning and patient activation. 

Preferred 

• Strong patient-first mindset with holistic understanding of the patient journey 

• Self-directed, entrepreneurial leader able to build and adapt programs in a rapidly evolving environment 

• Strong data and systems fluency (data ingestion, normalization, dashboards, KPI design) and comfort collaborating with IT/Data teams, including PowerBI experience 

• Working knowledge of US regulatory/compliance considerations for pharmacy, telehealth, privacy, and price reporting and understanding of the impact on marketing and patient services operations. 

• Excellent analytical, problem-solving, and solution-oriented thinker 

• Product launch experience.