Vice President, Patient Services & Experience

Incyte Corporation•Chadds Ford Township, PA

23h

About The Position

The Vice President, Patient Services & Experience (PS&E) is a senior Commercial leadership role accountable for defining and executing the enterprise patient access and experience strategy across Incyte’s U.S. portfolio. Reporting directly to the EVP, Commercial, the role owns the end-to-end patient journey, ensuring patients can access, initiate, and remain on therapy through compliant, scalable support models. The VP provides executive oversight of patient services, hub delivery, field access and reimbursement support, affordability programs, and PS&E operations and insights. The role integrates patient services with commercial strategy, brand objectives, market access priorities, and launch readiness, while maintaining high standards of compliance, governance, and financial discipline. The position leads a multi-layered organization that includes Patient Solutions, Field Access for Dermatology and Oncology, Hub Capabilities & Delivery, and PS&E Operations. It is accountable for organizational design, capability-building, and future-state scalability, as well as setting a patient-centric culture and developing future leaders.

Requirements

Bachelor’s degree required.
15 or more years of pharmaceutical, biotech, or healthcare industry experience.
7 or more years in senior leadership roles overseeing patient services, hub operations, or market access-related functions.
Demonstrated enterprise- or portfolio-level experience with direct accountability for strategy, operations, and budgets.
Proven ability to influence and lead at the Commercial Leadership Team / EVP level.

Nice To Haves

Advanced degree.
Dermatology and/or Oncology specialty experience.
Launch experience for specialty or biologic therapies.
Deep expertise in reimbursement dynamics, payer access, and patient affordability programs.
Experience scaling patient services organizations through growth and transformation.

Responsibilities

Own the Patient Services & Experience strategy across all brands and future launches, aligning patient access, experience, and retention with Commercial and Market Access priorities.
Translate enterprise commercial strategy into integrated support models that promote therapy initiation, persistence, adherence where appropriate, and brand performance.
Evolve PS&E capabilities to support portfolio diversification, new modalities, and changing payer dynamics.
Design, govern, and oversee patient support programs, including benefits investigation, prior authorization support, case management, escalation pathways, copay assistance, patient assistance programs, and digital and omnichannel engagement.
Oversee hub strategy and vendors, including vendor selection, contracting input, service-level expectations, quality management, and risk mitigation.
Optimize hub operations for speed to therapy, consistent patient experience, and operational excellence.
Lead Field Access organizations supporting Dermatology and Oncology and align them with Account Management, Sales, and Market Access.
Address reimbursement, site-of-care, and payer policy challenges through field enablement and case support strategies; establish consistent, compliant, high-impact field engagement expectations.
Own the PS&E performance management framework and enterprise KPIs, including enrollment and initiation, time-to-therapy, abandonment and conversion, hub and field performance, and affordability program utilization.
Provide executive insights to the EVP, Commercial and Commercial Leadership Team to inform brand strategy, access decisions, and investment prioritization; build analytics capabilities that turn patient services data into actionable commercial intelligence.
Own the PS&E budget, including hub services, vendors, affordability programs, and operations; drive financial management, ROI evaluation, scenario planning, forecasting, long-range planning, and investment optimization with Finance.
Maintain executive accountability for compliance, program integrity, and governance; ensure SOPs, work instructions, and vendor controls meet regulatory, legal, and internal requirements.
Serve as a senior leader in MLR/PRC review processes for patient- and HCP-facing support materials and protect patient trust, privacy, and ethical program design.
Represent PS&E on the Commercial Leadership Team and partner with Market Access & Channel/Trade, Brand & Marketing, Sales, Medical Affairs & Patient Advocacy, Legal, Compliance, Quality, Operations, and IT.
Embed PS&E into brand planning, launch governance, and lifecycle management.
Build and sustain a high-performing executive leadership team; promote patient-centricity, accountability, and results, and develop future leaders with enterprise perspective and succession readiness.