Sr Director, Patient Services

SERVIER MONDE • Boston, MA

4d • Hybrid

About The Position

Servier in the U.S. is a Boston-based, commercial-stage biopharmaceutical company launched by Servier Group in 2018. As a privately held organization, Servier is uniquely positioned to advance cutting-edge science, tackle underserved therapeutic areas and make patients the focus of every strategic decision.

The Senior Director of Patient Services is a strategic, enterprise-level leader responsible for designing, scaling, and optimizing ServierONE patient support services across Servier’s oncology portfolio. This role ensures that patients, caregivers, and healthcare providers have seamless access to therapy by removing financial, logistical, and administrative barriers.

This position will lead the Patient Services organization and serve as the primary owner of the end-to-end patient journey—from referral through therapy initiation and adherence. The role will drive operational excellence, compliance, digital enablement, and cross-functional alignment to ensure a best-in-class patient experience.

This role reports into the Vice President, Market Access and is part of the Commercial
organization. The Head of Patient Services will collaborate closely with Brand Marketing, Market Access, Trade, Sales, Patient Advocacy and Engagement, Medical Affairs, Compliance, Legal, Data Privacy, Corporate Strategy, Finance, IT, including external 3rd parties such as hubs, copay, and specialty pharmacy partners.

Requirements

• Bachelor’s degree in Business, Healthcare Administration, Life Sciences, or related field required.
• 10+ years of experience in patient services, market access, reimbursement, or commercial operations within biopharma or specialty pharmaceuticals.
• 5+ years in a people leadership role.
• Experience working with hub vendors, copay vendors, specialty pharmacies, and payer access models.
• Strong background in compliance, program governance, and cross-functional leadership.
• Deep understanding of the patient access journey and reimbursement landscape.
• Strong operational, analytical, and problem-solving capabilities.
• Executive-level communication and stakeholder influence.
• Ability to lead through change in a fast-paced environment.
• Patient-first mindset with a strong sense of purpose and accountability.

Nice To Haves

• MBA or advanced degree preferred.
• Oncology, rare disease, or specialty care experience strongly preferred.
• Demonstrated success building or scaling patient support programs in small to mid-size biopharma organizations.

Responsibilities

• Define and execute an industry leading Patient Services program aligned to product strategy, market access, and patient engagement goals.
• Build a scalable, compliant, and patient-centric support model across all marketed and pipeline oncology products, ensuring delivery of industry leading patient services.
• Serve as a strategic partner to Market Access and the enterprise, ensuring alignment between payer strategy and patient access solutions, while enhancing our offerings to improve patient outcomes.
• Oversee all patient services functions to improve overall patient experience including, but not limited to, reimbursement, benefits verification, prior authorization, appeal, copay/financial assistance, bridge programs, case management, and adherence services.
• Optimize therapy initiation timelines and minimize abandonment through operational excellence and digital enablement.
• Own performance metrics including time-to-first-fill, patient adherence, hub efficiency, and patient satisfaction.
• Lead strategy and oversight of third-party hubs, copay, and specialty pharmacy partners, and external vendors supporting all patient programs.
• Establish and maintain service level agreements (SLAs), performance dashboards, and continuous improvement processes.
• Effectively manage vendor contracts, budgets, and compliance audits.
• Collaborate with cross-functional teams to further integrate patient services into broader organizational initiatives, enhancing our ability to provide a holistic and industry-leading patient experience.
• Partner with Marketing and Patient Advocacy to align patient communications and journey orchestration.
• Collaborate with Sales, Market Access, and Trade to address field access barriers and escalations.
• Work closely with Legal, Compliance, Regulatory and Medical Affairs to ensure program governance and PRC alignment.
• Leverage patient journey data to identify friction points and opportunities to improve patient access, adherence, and experience.
• Implement reporting, dashboards, and quality assurance measures to ensure patient satisfaction and inform strategy.
• Use insights to drive program evolution, resource allocation, and investment decisions.
• Collaborate with Corporate Strategy and Advanced Analytics to compliantly share data and uncover patient insights
• Ensure all patient services programs adhere to regulatory, legal, and corporate compliance standards.
• Champion ethical, transparent, and patient-first practices across all access and support initiatives.
• Build, mentor, and lead a high-performing Patient Services team—effectively manage diverse team across multiple time zones.
• Foster a culture of accountability, compassion, innovation, and operational excellence.
• Act as the voice of the patient across the enterprise.

Benefits

• Servier also offers a competitive and comprehensive benefits package that includes benefits such as medical, dental, vision, flexible time off (Servier provides unlimited sick time and flex time, and does not accrue time off), 401(k), life and disability insurance, recognition programs among other great benefits (all benefits are subject to eligibility requirements).
• For more information on our benefits, please visit this link.

What This Job Offers

• Job Type: Full-time
• Career Level: Director