Associate Director, Patient Support Services

Jazz Pharmaceuticals; Boston (MA); Remote; USD 120,000 - 160,000; Full time

Job summary

Jazz Pharmaceuticals is seeking an Associate Director, Patient Access & Services, to develop and execute hub strategies across Sleep, EMD, and Oncology. You will partner with field teams and cross-functional partners to optimize patient access, streamline the patient journey, and deliver high-touch service to patients and healthcare providers.

The role focuses on program optimization, KPI development, and executive communications to support JazzCares while ensuring alignment with market access

Qualifications

• Proven track record leading complex, high-impact projects from concept to execution.
• Experience managing third-party hub vendors, specialty pharmacies, and creative agencies, including SLA monitoring and budget reconciliation.
• Ability to influence without authority and collaborate across matrixed teams.
• Excellent written and verbal communication, with experience presenting to senior leaders.
• Deep commitment to improving patient access, affordability, and adherence.

Responsibilities

• Develop and evolve hub and PSS strategies across Sleep, EMD, and Oncology.
• Lead program optimization using market trends and KPIs to improve patient and provider experiences.
• Plan and implement access strategies, ensuring alignment with market access plans and cross-functional buy-in.
• Oversee content/tools and partner management to deliver high-quality, compliant patient services.
• Prepare executive-level presentations for quarterly business reviews and leadership updates.

Skills

Project management

Vendor oversight

Cross-functional leadership

Communication

Patient-centric

Execution & agility

Travel

Education

Bachelor’s degree

Job description

The Associate Director, Patient Access & Services will develop strategies and initiatives to support JazzCares and support across all commercial franchises (Sleep, EMD, and Oncology). This role advances hub processes and enhances support programs to best serve Jazz Pharmaceuticals’ patients and healthcare providers. The Associate Director develops strategies, key messages, and tactics to elevate customer engagement, streamline the patient journey, and ensure executional excellence across all touchpoints.

This role reports directly to the Senior Director, Patient Support Services & Hub Operations.

Essential Functions/Responsibilities

• Franchise Strategy & Execution: Partner with Patient Support Services field teams and cross-functional partners to evolve, enhance, and execute hub and PSS strategies across all franchises (Sleep, EMD, and Oncology).
• Insights & Program Optimization: Collaborate with internal partners on relevant market trends and lead PSS projects to refine strategies, generating key insights to design and optimize programs that address the unique needs of healthcare professionals (HCPs), caregivers, and patients across Sleep, EMD, and Oncology.
• Access & Communications: Help lead the planning, development, and implementation of access strategies, programs, tactics, and messaging by:
  • Ensuring access services plans and execution align directly with market access strategies.
  • Collaborating closely with cross-functional teams to deliver a seamless, high-touch customer experience.
  • Planning and developing hub priorities, content, navigation tools, and training for commercial meetings and customer-facing teams.
• Subject Matter Expertise: Serve as an internal access services expert, identifying opportunities and recommending innovative solutions to address unmet access and reimbursement needs across Sleep, EMD, and Oncology.
• Program & Asset Management: Oversee the planning, development, and maintenance of access tools, content, and program offerings (including, but not limited to, copay assistance, patient assistance programs, bridge programs, and AFP mitigation).
• Performance Metrics & Analytics: Develop and track key performance indicators (KPIs); continually assess, monitor, and report on the operational performance and impact of access services across all franchises, leveraging feedback from patients, providers, hub operations, and internal stakeholders.
• Industry & Innovation Engagement: Attend professional, provider, and patient advocacy conferences to remain current on healthcare access trends, policy changes, and technological innovations.
• Vendor & Partner Management: Direct vendor and agency partners to ensure exceptional customer service, high-quality deliverables, SLA adherence, and rigorous budget oversight.
• Field Access Alignment: Collaborate closely with Field Access and Field Reimbursement teams for workflow optimization, process development, and ongoing training support.
• Presentations: Synthesize complex operational and program data into executive-level presentations for quarterly business reviews (QBRs) and senior leadership updates.
• Cross-Functional Collaboration: Partner with Access & Reimbursement, Specialty Trade & Distribution, Brand Marketing, Sales, Field Access, Regulatory, and Patient Advocacy to deliver best-in-class service offerings and drive continuous program improvements.

Required Knowledge, Skills, and Abilities

• Project Management: Proven track record of leading complex, high-impact projects and strategic initiatives from concept to execution.
• Vendor & Budget Oversight: Demonstrated experience managing third-party hub vendors, specialty pharmacies, and creative agencies, including scoping, SLA monitoring, and budget reconciliation.
• Cross-Functional Leadership: Demonstrated ability to influence without authority, build consensus, and collaborate effectively across matrixed organizational teams.
• Communication & Presentation: Outstanding interpersonal, written, and verbal communication skills, with extensive experience presenting to diverse audiences and senior leaders.
• Patient-Centric Orientation: Deep commitment to delivering empathetic, high-touch solutions that improve patient access, affordability, and adherence.
• Execution & Agility: Results-oriented mindset with sharp attention to detail, strong problem-solving capabilities, and the adaptability to thrive in a dynamic, fast-paced environment.
• Travel: Ability to travel up to 30% for corporate meetings, vendor visits, and professional/patient conferences.

Required/Preferred Education and Licenses

• Bachelor’s degree preferred (or an equivalent of directly relevant industry experience may be considered).
• 8+ years of progressive experience in patient support services, hub operations, access marketing, or healthcare operations within the biopharmaceutical industry.
• Direct experience supporting specialty and/or rare disease products (experience in Sleep medicine, Neuroscience/EMD, or Oncology, as well as Medicare Part D/commercial reimbursement acumen, strongly preferred).

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