Associate Director/Director, Patient Services Operations

Immunome, Inc.•Bothell, WA

5h•$171,270 - $250,000

About The Position

The Associate Director/Director, Patient Services Operations will lead and own the operational design, implementation, and governance of Immunome’s first Patient Support Program (PSP) in preparation for the company’s first commercial launch. This leader will translate PSP strategy into operational execution, own vendor selection and performance governance, establish compliance and reporting infrastructure, and drive launch readiness to deliver a compliant, scalable program and a best-in-class patient experience. This role requires a hands-on builder with strong operational discipline, cross-functional leadership skills, vendor management expertise, and data fluency in a fast-moving environment.

Requirements

Bachelor’s degree required; Advanced degree preferred.
A minimum of 5 years of experience in the pharmaceutical or biotech industry.
A minimum of 3 years’ experience in patient services operations.
Oncology experience required.
Demonstrated cross functional teamwork capabilities.
Excellent verbal and written communication skills for a wide range of audiences.
Strong cross-functional leadership skills and ability to influence without authority.
Excellent strategic and analytical thinking abilities.
Agile and adaptable with a growth mindset.
Demonstrated experience building and implementing a Patient Support Program.

Responsibilities

Translate PSP design into detailed operational requirements and implementation plans.
Lead RFP development, vendor evaluation, and selection with cross-functional partners.
Support contract negotiations including SLAs, deliverables, and performance expectations.
Oversee vendor onboarding and implementation of key PSP services, including enrollment/intake, benefits verification, prior authorization and appeals support, financial assistance pathways, specialty pharmacy coordination, case management/escalations, and adherence/persistence support.
Develop patient and HCP materials, communication scripts, and educational assets in collaboration with Marketing.
Develop and deploy operational training for field teams in partnership with Sales Training, Marketing, and Compliance.
Serve as the primary operational owner for hub and related PSP vendors.
Establish structured operating cadence (regular ops calls, performance reviews, risk logs).
Define and monitor performance dashboards and SLA attainment.
Ensure adherence/persistence support services are integrated into vendor workflows and governance (staffing models, documentation standards, QA monitoring, SLAs, and reporting).
Oversee issue escalation pathways and remediation planning to ensure delivery excellence.
Build and maintain the PSP SOP library, quality assurance framework, and audit readiness documentation.
Partner with Legal, Compliance, Regulatory, and PV/Safety to ensure adverse event reporting, privacy, and medical/legal review processes are fully integrated.
Define operational reporting requirements and vendor data architecture.
Establish readiness indicators prior to launch and performance KPIs post-launch.
Map and optimize the patient journey using patient insights and operational data; define, monitor, and report PSP metrics across access and adherence/persistence (e.g., time-to-start, outreach effectiveness, and documented reasons for therapy delays or discontinuation where available) to identify friction points and drive measurable improvements in patient experience.
Prepare executive-level summaries and trend reporting for leadership and cross-functional partners.
Work closely with Market Access, Medical Affairs, Legal/Compliance, Regulatory, PV/Safety, Marketing, Finance, and Field functions.
Partner with Commercial Enablement/Distribution on channel integration requirements, ensuring alignment with channel strategy.
Support enterprise readiness activities and ensure alignment with commercial strategy and patient engagement priorities.