The Director, Patient Services Operations will play a critical role in designing, building, and operationalizing DBV’s patient support model in preparation for and following commercial launch. Reporting to the Senior Director, Patient Services & Trade, this individual will own the day-to-day operations of the patient services hub, copay and patient assistance programs, and supporting vendor relationships. The ideal candidate brings deep operational expertise in specialty or pediatric product launches, a patient-first mindset, and the ability to thrive in a lean, fast-moving, cross-functional environment.
Location : Warren, New Jersey - 3 days on site
Salary Range : $175-215K
Hub & Program Operations
• Lead the design, implementation, and ongoing management of the patient services hub, including benefits verification, prior authorization support, and patient onboarding workflows
• Oversee daily hub vendor performance, including SLA/KPI management, quality monitoring, call calibration, escalation resolution, and continuous process improvement
• Develop and maintain program business rules, standard operating procedures, work instructions, and training materials for internal and vendor-facing teams
• Manage operational readiness for launch, including hub go-live planning, systems testing (CRM, portals, e-services), and staffing models
Affordability & Access Programs
• Operationalize copay assistance, patient assistance program (PAP), and bridge/quick-start programs in partnership with legal and compliance
• Monitor program utilization, budget performance, and forecast implications; recommend design refinements based on data and field insights
• Ensure programs comply with all applicable federal and state regulations, including OIG guidance and manufacturer program requirements
Vendor & Budget Management
• Serve as primary operational point of contact for hub, copay, PAP, and non-commercial pharmacy vendors; lead QBRs and performance reviews
• Manage RFP processes, contracting support, statements of work, and change orders in partnership with procurement and legal
• Own operational budget tracking, accrual support, and invoice reconciliation for patient services programs
Data, Analytics & Reporting
• Define program KPIs and build reporting cadences that deliver actionable insights to commercial leadership (e.g., time-to-fill, conversion, adherence, program utilization)
• Partner with data & analytics teams to integrate hub data feeds with internal data warehouse and CRM; ensure data integrity and HIPAA-compliant data flows
• Translate patient journey friction points into operational solutions and program enhancements
Cross-Functional Leadership & Compliance
• Collaborate closely with Trade & Distribution, Market Access, Marketing, Field Reimbursement, Medical Affairs, Legal, and Compliance to ensure an integrated patient and provider experience
• Support the development of patient-facing and HCP-facing program materials through the promotional review process
• Champion a culture of compliance, ensuring all patient services activities adhere to relevant laws, regulations, and company policies (HIPAA, OIG, PhRMA Code)
• Contribute to launch planning workstreams and represent Patient Services Operations in cross-functional launch readiness reviews
Required
• Bachelor’s degree required; advanced degree (MBA, MPH, PharmD) a plus
• 8+ years of progressive experience in the biopharmaceutical industry, with 5+ years in patient services, hub operations, or specialty pharmacy/access roles
• Direct experience launching or operating patient support programs for a specialty, rare disease, or pediatric product
• Demonstrated success managing hub services vendors, copay programs, and PAPs, including SLA/KPI oversight and QBR leadership
• Strong working knowledge of US reimbursement landscape (commercial, Medicaid, Medicare), benefits verification, and prior authorization processes
• Familiarity with relevant compliance frameworks (HIPAA, OIG guidance, anti-kickback considerations for manufacturer programs)
• Experience with patient services technology platforms (CRM, e-BV/e-PA tools, patient portals)
• Excellent project management, analytical, and communication skills; able to distill complex operational data into clear recommendations
Preferred
• Experience in pre-launch/launch environments at emerging or mid-size biotech
• Experience supporting products with pediatric populations and caregiver-centric support models
• Familiarity with non-commercial pharmacy and alternate distribution models
• Vendor RFP and implementation experience (hub build or transition)
Behavioral skills :
Curiosity: Keep on exploring uncharted territories. Always ask “why?” and more importantly “why not?”,
Courage: Take smart risks, mentor each other to always do better & be accountable for our choices, our opinions, and our actions,
Collaboration: Teamwork and spirit. Support each other and be equally involved in the achievement of our common goals,
Credibility: Be transparent, follow through and build trust. Educate ourselves about our unique technology.
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