Associate Director, Patient Support Services

Jazz Pharmaceuticals; San Diego (CA); On-site; USD 140,000 - 180,000; Full time

Job summary

Jazz Pharmaceuticals is seeking an Associate Director, Patient Access & Services to develop strategies supporting JazzCares and across Sleep, EMD, and Oncology. The role advances hub processes and enhances support programs for patients and healthcare providers.

Reporting to the Senior Director, Patient Support Services & Hub Operations, you will lead cross-functional initiatives, optimize programs, manage access tools, and deliver executive-ready presentations for QBRs and leadership.

Qualifications

• Proven track record of leading complex, high‑impact projects from concept to execution.
• Experience managing third‑party hub vendors, pharmacies, and agencies with budget reconciliation.
• Influence without authority and collaborate across matrixed teams to deliver results.
• Outstanding presentation and communication skills with senior leaders.

Responsibilities

• Evolve hub and PSS strategies across all franchises (Sleep, EMD, Oncology).
• Collaborate on market trends and lead PSS projects to refine and optimize programs.
• Plan and implement access strategies, content, and training for commercial meetings and customer-facing teams.
• Serve as internal access services expert identifying opportunities and innovative solutions.
• Oversee tools, content, and programs like copay assistance and patient support.
• Develop and track KPIs; report on operational performance across franchises.

Skills

Project management

Vendor budget oversight

Cross-functional leadership

Communication

Patient-centric

Execution agility

Travel up to 30%

Education

Bachelor’s degree preferred

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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