Director, Patient Services, Neuroscience

Ipsen•Cambridge, MA

2d•$177,000 - $260,000•Onsite

About The Position

The Director, Patient Services, is a key member of the Patient Services Leadership Team and is responsible for co-leading the design, implementation, and oversight of Ipsen’s patient support programs, including but not limited to Patient Assistance Programs, Co-Pay Support Programs, the Reimbursement Hotline, the Patient Services Website, Foundation Support, and Case Management. This role serves as a subject matter expert in patient access and reimbursement services, working closely with Commercial leadership and cross-functional partners to develop strategies and solutions that support Ipsen’s patient access objectives. The Director oversees the day-to-day management of the Ipsen Cares vendor, ensuring compliance with contracted business rules, service-level agreements, and regulatory requirements. Key responsibilities include maintaining patient services processes, program documentation, PV compliance, and vendor audit readiness. Acting as the primary patient services lead for a business unit, the Director partners with marketing heads and brand leads to provide strategic direction and program leadership. This role is also responsible for developing patient services training for internal Ipsen stakeholders, serving as a liaison to field sales and reimbursement teams, and ensuring the organization has the tools and resources needed to deliver a best-in-class patient experience.

Requirements

Minimum 10 years of pharmaceutical/biotech/healthcare experience
Minimum 5 years’ experience in developing and implementing hub support programs.
Minimum 5 years’ experience managing vendors and getting results and reports from outsourcing partners.
Experience working with vendors and getting results and reports from outsourcing partners.
Strong understanding of and comfort with the life-sciences compliance environment
Demonstrated ability to solve problems, seek answers and drive to solutions.
Excellent communication and presentation skills
Comfort and aptitude for using information technologies.
Proven track record for consistently meeting or exceeding quantitative and qualitative goals.
Proven success working independently in fast-paced environments, with strong multi-tasking and self-prioritization skills.
Proficient in Microsoft Office applications and other relevant tools.
Solid understanding of business KPIs, industry trends, and data-driven insights affecting the pharmaceutical landscape.
Bachelor’s degree in health sciences or related filed

Nice To Haves

Experience working in Managed Markets groups or with industry data.
Experience in patient focused programs within associated HIPAA regulations and other legal parameters and patient privacy policies.
Reimbursement experience and strong understanding of health insurance and benefits, co-pay assistance programs, Medicare, Medicaid, and private payer policies.
Experience in brand/marketing analytics or decision sciences, with knowledge of advanced quantitative methods (e.g., segmentation, forecasting, predictive modeling).
Master’s degree

Responsibilities

Serve as the subject matter expert for Patient Services in cross-functional brand and access planning discussions; provide timely, tailored solutions to support field teams and address program changes and inquiries.
Partner with the payer team to design and execute pull-through strategies that ensure seamless patient onboarding and access for all eligible patients.
Act as the primary point of contact for the RRD team, managing internal training needs, escalated patient cases, and dedicated support for high-volume Ipsen Cares utilizers.
Lead analysis and refinement of patient services data reporting to deliver actionable insights and inform business strategies.
Oversee Pharmacovigilance compliance, ensuring PSP operations meet FDA and business requirements; maintain audit readiness and provide training updates on global requirements to internal teams and leadership.
Collaborate with the PSP marketing manager to shape strategic input on HCP- and patient-facing materials, ensuring accuracy, quality, and consistency of program messaging.
Drive strategy and innovation for continuous PSP improvement by benchmarking industry practices, evaluating new technologies, and assessing vendor capabilities to enhance the patient and customer experience.
Develop and implement comprehensive training programs for field sales and internal stakeholders in partnership with Training and cross-functional teams; create ad hoc training solutions to address evolving business needs.
Identify opportunities for program efficiencies and enhancements to strengthen operational excellence.
Maintain close, regular engagement with vendor partners to ensure alignment with brand vision, goals, and performance expectations.
Serve as an active member of the Patient Services Leadership Team, contributing to strategy, decision-making, and cross-functional alignment.
Provide training and guidance to internal and external partners on Patient Services program processes and resources.
Collaborate with Medical, Clinical, Regulatory, Quality, Compliance, Legal, Marketing, Value & Access, Sales, Patient Education Liaisons, and other functions to ensure high-quality, patient-centric services and resources.
Support cross-functional teams in developing new programs and resources as opportunities arise.
Ensure full compliance with all applicable laws, regulations, policies, and corporate standards.
Use only approved resources and messaging when delivering program responsibilities.
Promptly report any potential adverse events (AEs) or serious adverse events (SAEs) to appropriate clinical and regulatory personnel in compliance with company requirements.
Ability to distill complex concepts into clear, actionable messages and rationale.
Skilled in analyzing diverse data sets to inform strategic decision-making.
Demonstrated problem-solving ability, proactively seeking solutions and driving results.
Exceptional communication and presentation skills, capable of engaging diverse audiences.
Strong organizational, leadership, and project management skills.
Results-oriented mindset with a history of delivering measurable outcomes.
Adaptable and flexible in response to changing priorities and competing demands.
Disciplined project management approach, ensuring clear communication of updates, risks, and dependencies.
Ability to translate insights into actionable recommendations, delivering impactful presentations and trainings.
High learning agility, quickly assimilating new information to drive projects forward.
Capable of managing multiple priorities while maintaining focus on business objectives and outcomes.