Senior Director, Patient Services

Sandoz•Princeton, NJ

7d•$198,900 - $369,300•Hybrid

About The Position

The Senior Director of Patient Services leads the strategy, governance, and operational execution of patient support programs and the Field Reimbursement Manager (FRM) team to help patients start and remain on Sandoz therapies. This role is accountable for patient services program performance, FRM field execution, vendor oversight, service quality, compliance monitoring, access barrier resolution, and continuous improvement across assigned products and programs. The Senior Director partners closely with Marketing, Sales, Market Access, Legal, Compliance, Finance, Patient Safety, Quality, Data & Analytics, hub vendors, specialty pharmacy partners, external agencies, and other third-party service providers to ensure patient support and field reimbursement activities are compliant, patient-centered, performance-driven, and aligned to brand, payer, provider, and Market Access objectives. Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally. Join us, the future is ours to shape!

Requirements

Advanced working knowledge of patient support program operations, service model design, and day-to-day program management for assigned products or programs
Strong understanding of US market access, payer, reimbursement, specialty pharmacy, hub services, and patient access dynamics
Strong understanding of field reimbursement execution, provider office access workflows, payer coverage requirements, prior authorization, appeals, billing, and coding considerations
Strong data and analytical skills to drive continuous improvement initiatives
Strategic mindset to balance patient needs, compliance requirements, program cost, and business priorities within assigned areas of responsibility
Strong cross-functional collaboration and stakeholder management skills in a matrixed environment
People leadership capability to coach, develop, and manage team performance while reinforcing compliant, collaborative, and customer-focused field execution
Experience supporting compliance, privacy, safety, quality, monitoring, and documentation requirements for patient support programs
Ability to support new product launches and optimize existing patient services programs through practical operational planning and continuous improvement
Bachelor’s degree required
10+ years of pharmaceutical, biotech, specialty care, market access, patient services, field reimbursement, hub operations, or related healthcare experience.

Nice To Haves

advanced degree, PharmD, MPH, MBA, or related graduate degree preferred
5+ years of patient support program, patient access, field reimbursement, specialty pharmacy, vendor management, people leadership, or related operational leadership experience preferred.

Responsibilities

Lead patient services strategy and execution across the portfolio, including program design, operational planning, launch readiness, governance, vendor management, service quality, issue resolution, and lifecycle optimization.
Drive initiatives to use technology and analytics to enhance efficiency and effectiveness in service operation, program design and KPI reporting, matrix communication, etc
Provide direct leadership and accountability for the FRM team, including field reimbursement strategy, customer engagement priorities, territory execution, coaching, performance management, and alignment with patient services, hub, payer, brand, sales, and account management partners.
Translate FRM field insights, provider feedback, hub reporting, payer dynamics, and patient journey data into actionable recommendations that improve access, reimbursement, program effectiveness, and cross-functional decision making.
Use data and analytics to monitor program performance, identify access and adherence barriers, evaluate cost and service trends, and recommend enhancements that improve patient and provider experience.
Serve as a senior partner to Commercial, Sales, Account Management, and Market Access leaders by translating brand strategy, payer dynamics, field insights, and patient journey barriers into practical patient support and reimbursement solutions.
Manage hub, copay, patient assistance, adherence, education, digital engagement, reporting, and other patient support capabilities as applicable to assigned programs.
Ensure programs operate in alignment with applicable legal, regulatory, privacy, quality, pharmacovigilance, compliance, and internal policy requirements.
Partner with vendors and internal stakeholders to define requirements, manage budgets, track deliverables, monitor service level agreements, resolve operational and field execution issues, and support audit readiness.