Director, Patient Support Programs

Klick • Philadelphia, PA

3d

About The Position

Klick is seeking a Director, Patient Support Programs to lead implementation, launch, and ongoing delivery of patient support programs (PSPs) for pharmaceutical and biotechnology clients. The role translates approved PSP strategies into operational programs designed to improve patient access, affordability, treatment initiation, and adherence. The Director works with client stakeholders, HUB providers, specialty pharmacies, and cross-functional teams to manage program requirements, partner coordination, launch readiness, and performance optimization.

The position sits within Klick’s Market Access team, part of its Medical Craft. The team brings payer, policy, and healthcare-system perspectives into brand planning and helps clients navigate access, reimbursement, and value conversations across markets.

Requirements

• At least 8 years of experience in pharmaceutical patient services, HUB operations, specialty pharmacy, or PSP agency/consulting delivery, including direct ownership of PSP implementation and cross-functional program delivery.
• Demonstrated experience implementing U.S. patient support programs across reimbursement, benefits verification, prior authorization, affordability, and adherence, including commercial and government insurance and medical versus pharmacy benefits.
• Proven ownership of PSP launches, including implementation plans, service models, business requirements, patient and provider workflows, training materials, and operational readiness deliverables.
• Experience managing HUB providers, specialty pharmacies, patient engagement partners, and field reimbursement teams, including vendor responsibilities, service-level expectations, escalation procedures, and operational handoffs.
• Experience analyzing PSP operational data and performance measures, including time to therapy, first-fill conversion, patient leakage, and persistence, with examples of improvements implemented.
• Demonstrated experience leading pharmaceutical client engagements, cross-functional teams, scopes, budgets, and delivery reviews, including presenting recommendations and resolving operational challenges.

Nice To Haves

• Comfort and enthusiasm for using AI as a regular part of how work gets done.
• Experience implementing Quick Start, Bridge, copay assistance, and patient assistance programs, including eligibility requirements and transitions to paid therapy.
• Experience delivering nurse education, behavioral adherence support, caregiver engagement, and patient re-engagement programs.
• Experience implementing patient support programs in specialty, rare disease, or oncology therapeutic areas, including self-administered and provider-administered therapies.
• Experience developing PSP content libraries, field training resources, and patient engagement materials through medical, legal, and regulatory approval processes.
• Familiarity with HIPAA, pharmacovigilance, adverse event reporting, PSP vendor selection, CRM integrations, and data reporting across HUB and specialty pharmacy partners.

Responsibilities

• Lead end-to-end PSP implementation, translating approved strategies into service models, patient and provider journeys, operational workflows, implementation plans, and launch milestones.
• Develop and oversee PSP business requirements, enrollment and consent materials, patient communications, call guides, training resources, and medical, legal, and regulatory review deliverables.
• Coordinate HUB providers, specialty pharmacies, nurse support services, patient engagement partners, and field reimbursement teams to establish service standards, escalation procedures, and operational handoffs across benefits verification, prior authorization, affordability, and adherence services.
• Direct PSP launch readiness and ongoing delivery, including standard operating procedures, vendor onboarding, user acceptance testing, privacy and pharmacovigilance requirements, client working sessions, budgets, and cross-functional issue resolution.
• Monitor PSP performance using HUB, specialty pharmacy, and patient engagement data; establish KPIs for time to therapy, first-fill conversion, patient leakage, persistence, and partner performance; and implement improvements based on program results.
• Lead pharmaceutical client engagements, cross-functional teams, scopes, budgets, and delivery reviews; present recommendations and resolve operational challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed