VP, Solutions Lead

Hippocratic AI•Palo Alto, CA

5h•Onsite

About The Position

Hippocratic AI is building the world’s leading voice-based patient services platform for life sciences, of which one of the core domains is Pharma Patient Services. As GM, Patient Services, you will be responsible for shaping, validating, and bringing to market patient-facing agentic experiences across pharma, spanning access, reimbursement, adherence, education, safety monitoring, and post-launch support. This role starts as a senior individual contributor and operates in a highly cross-functional, matrixed environment. You will work closely with product, engineering, LLM, conversation design, evaluation, deployment, clinical, compliance, and commercial teams to turn real patient services workflows into pilot-ready and production-ready agentic solutions. You will sit at the intersection of market need and execution: understanding how patient services actually work today, identifying high-impact opportunities, translating them into agent behavior and scripts, and driving short sprint cycles to bring offerings to market.

Requirements

8–12 years of experience in life sciences, healthcare, or digital health, with meaningful exposure to patient services, specialty pharma, access programs, hubs, or related operations
Strong understanding of how patient support, reimbursement, and adherence programs work in practice
Experience translating complex workflows into structured processes, scripts, or system behavior
Comfort operating in ambiguous, fast-moving environments and iterating quickly based on market feedback
Ability to work cross-functionally with product, engineering, clinical, compliance, and commercial teams
Excellent communication skills and the ability to synthesize complex operational realities into a clear direction

Nice To Haves

Experience working with or within pharma hubs, specialty pharmacies, patient support programs, or service vendors
Background in consulting, operations, product, or program leadership in a scaling environment
Familiarity with reimbursement dynamics, benefits verification, prior authorization, and specialty therapy workflows
Experience building or launching digital health, AI-driven, or patient-facing platforms
Comfort engaging directly with enterprise customers and external partners

Responsibilities

Understand and Map the Patient Services Landscape - Develop a deep, practical understanding of patient services operations across pharma and specialty pharma, including hubs, access and reimbursement programs, specialty pharmacies, call centers, and third-party service providers. Map current workflows, pain points, handoffs, and failure modes from both the patient and operator perspectives.
Identify and Prioritize Market-Ready Use Cases - Evaluate and prioritize patient services use cases based on customer demand, operational complexity, regulatory considerations, reimbursement dynamics, and speed to value. Focus on opportunities where voice-based agents can reduce friction, improve patient experience, and deliver measurable operational and financial outcomes.
Translate Workflows into Agent Design - Work directly with subject matter experts to convert real-world patient services workflows into concrete agent behaviors, scripts, decision trees, escalation logic, and guardrails. Ensure agents behave predictably, safely, and compliantly in live patient interactions, particularly in specialty and high-cost therapy contexts.
Incorporate Data and Reimbursement Considerations - Partner with internal teams and external vendors to understand how data flows through patient services programs, including benefits verification, eligibility checks, prior authorization processes, refill signals, and adherence metrics. Ensure agent workflows align with reimbursement requirements and support outcomes that matter to pharma and specialty pharmacy partners.
Drive Short, Iterative Sprint Cycles - Partner with product, engineering, LLM, conversation design, evaluation, and deployment teams to run tight, focused sprint cycles. Move quickly from validated market need to pilot-ready experiences that can be tested with customers, refined based on feedback, and prepared for broader rollout.
Iterate Directly with Customers and Partners - Engage directly with pharma teams, specialty pharma operators, hub providers, and service vendors during discovery, pilots, and early deployments. Gather real-world feedback on scripts, workflows, integrations, and operational impact, and use those insights to continuously refine offerings.
Support Commercialization and Expansion - Work closely with the Chief Commercial Officer, sales, and solutions teams to shape how patient services offerings are positioned, sold, and deployed. Support customer conversations by grounding solutions in real workflows, measurable outcomes, and operational value. Help define expansion paths across brands, therapies, and programs.
Operate Effectively in a Matrixed Organization - Function effectively without direct authority over all contributors. Align stakeholders across clinical, compliance, product, engineering, evaluation, and deployment teams to move work forward quickly and responsibly.

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