Sr. Director, Patient Support Services, Lynkuet

Bayer•Hanover Township, NJ

8d•$220,240 - $330,360•Hybrid

About The Position

Bayer Pharmaceuticals is committed to delivering on its mission of "Health for All, Hunger for None" by advancing a portfolio of innovative treatments. As we advance our operating model towards Dynamic Shared Ownership with an even stronger focus on customer-oriented and mission-based work, the goal of the Field Operations Strategy function is to shape and advance our ways of working between the Customer Engagement (field teams) and Product Squads (brand teams) and enabling partners, with the objective to ensure that Customer Engagement teams are enabled through customer-centric content, programs, and capabilities. Patient Support Services is a critical and evolving capability that helps patients overcome barriers across the treatment journey, from prescription through therapy initiation and ongoing adherence. Given the complexity of access, affordability, payer requirements, and fulfillment, many patients face delays or never start therapy after a prescription is written. The Senior Director, Patient Support Services is a strategic leader responsible for defining and advancing the vision, design, implementation, management, and evaluation of comprehensive patient support programs across the Bayer portfolio, with a particular focus on the LYNKUET brand. The role is centered on improving access and adherence by creating a simpler, more seamless patient and customer experience. The Senior Director will serve as a strategic business partner to Market Access, Commercial, Finance, Customer Engagement, Legal, Compliance, Analytics, Learning & Development, and other internal and external stakeholders by providing subject matter expertise in patient access, affordability, hub operations, vendor management, specialty pharmacy dynamics, and compliant patient support program design that is scalable and tailored to the needs of the patients. The Senior Director will leverage market, payer, provider, patient, competitive, legislative, and regulatory insights to drive innovation and operational excellence to ensure that patients continuously face minimal barriers to initiating and staying on therapy.

Requirements

Bachelor's degree required, and advanced degree preferred.
10+ years of progressive experience in the pharmaceutical, biotech, or healthcare industry, with a minimum of 7+ years direct experience in patient support services, hub operations, market access, or commercial operations functions.
Strong understanding of US market access landscape and nuances of retail
Exceptional strategic thinking, executive communication, and presentation skills.
Excellent stakeholder management and ability to influence and align stakeholders across Market Access, Commercial, Legal, and external partners without direct reporting authority.
Demonstrated success in designing and scaling patient access and support programs across multiple product launches or therapeutic areas.
Demonstrated digital and AI fluency, with the ability to leverage AI-enabled tools and data-driven insights to enhance patient support operations, improve patient experience, and drive efficient, compliant decision-making.
Proven track record of managing large vendor/hub partnerships and complex, multi-stakeholder operational environments.
Expertise in patient access program design, including copay programs, PAPs, bridge therapy, and hub service models.
Strong working knowledge of regulatory and compliance frameworks governing manufacturer patient programs (OIG, AKS, HIPAA, CMS reporting).

Responsibilities

Lead the strategy, development, implementation, operations, and continuous improvement of patient support services for LYNKUET, including hub services, copay assistance, affordability programs, adherence resources, and patient access solutions that are aligned with brand outcomes.
Lead the design, launch, and lifecycle management of a scalable, patient-centric service model that continuously supports needs of patients in a complex and evolving payer and regulatory marketplace.
Lead, mentor, and develop internal and external patient access teams, fostering a performance driven, collaborative, accountable, compliant, and patient-centered culture.
Build, manage, and continuously improve the PSS technology and data infrastructure, including hub partner platforms, CRM systems, and customer engagement tools.
Establish, monitor, and report comprehensive operating metrics for patient support, proactively providing strategic insights and recommendations to the Product Squad.
Manage vendor and partner relationships including SLA oversight, performance reviews, and contract management in partnership with Procurement and Legal.
Partner closely with Market Access, Commercial, Finance, Customer Engagement, Legal, Compliance, Analytics, Learning & Development, and other internal and external stakeholders to align patient support offerings that support and accelerate impact on brand outcomes.
Work with Legal and Compliance to ensure all patient-facing programs adhere to applicable laws, including OIG guidance, Anti-Kickback Statute, HIPAA, PDMA, and relevant state regulations.
Champion the voice of the patient in all program design decisions, leveraging patient journey research, real-world feedback, and behavioral insights.
Drive initiatives to reduce therapy abandonment and improve medication adherence and persistency through targeted interventions and personalized support.
Maintain robust program governance with documented SOPs, audit trails, and quality controls for all patient-facing services.
Serve as the primary executive sponsor for compliance reviews and audits related to patient support programs.
Prepare and present regular updates to executive leadership on program performance, strategic initiatives, risks, and investment needs, proactively sharing strategic insights and program recommendations.