Associate Director, Patient Support Services

Bristol Myers Squibb; United States; Remote; USD 173,000 - 209,000; Full time

Benefits offered by this job

Comprehensive benefits

Flexible time off

Remote-friendly work model

Job summary

Bristol Myers Squibb is seeking an Associate Director, Patient Support Services to lead programs supporting the RayzeBio radiopharmaceutical portfolio within the US market access framework. You will drive day-to-day operations, continuous improvement, and innovation in patient support programs while collaborating with internal teams and external partners.

The role emphasizes leadership in patient services, data-driven decision making, and program design, with a focus on delivering an exceptional

Qualifications

• BA/BS degree required; Masters preferred.
• 5+ years managing vendors (call centers, co-pay vendors, agencies) in pharma/biotech.
• Experience in patient services, market access, or related function is a plus.

Responsibilities

• Oversee patient/customer services operations to deliver exceptional customer experience.
• Utilize data sources and tools to manage programs, vendors, and extract insights.
• Advise on new patient support offerings and enhancements.
• Contribute to brand and launch planning as advisor on patient support strategy.
• Coordinate with external partners and internal departments to ensure compliant delivery of services.

Skills

Vendor management

Data analysis

Project management

Leadership

Excel

Education

BA/BS degree

Masters preferred

Tools

SAP

CRM tools

Job description

At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

Summary:

The Associate Director, Patient Support Services will manage programs that support the RayzeBio radiopharmaceutical portfolio, in alignment with the US market access strategy. The selected candidate will help develop radiopharmaceutical patient support tactics and will drive the day-to-day operations, continuous improvement, and innovation efforts for radiopharmaceutical Patient Support programs.

We value an entrepreneurial, enthusiastic, and collaborative leadership approach that is focused on delivering an exceptional patient and customer experience. This individual approaches challenges with a grounded understanding of the facts, thorough evaluation of potential solutions, and speed. We value a style that is informed by active and thoughtful engagement of our internal and external partners, patients, and various stakeholders associated with our programs.

Responsibilities:

• Leads operational oversight of patient/customer services to ensure exceptional customer experience and efficient, effective, and compliant programs
• Utilize various data sources and analytical tools to effectively manage programs and vendors, and uncover operational and market access trends and insights
• Advise on new and improved patient support offering opportunities and enhancements
• Participate in brand and launch planning as a key advisor on patient support strategy and tactics
• Engage with external business partners, including hub and other patient services vendors, agencies, and consultants, as well as internal departments such as Legal and Marketing to ensure compliant delivery of industry leading services
• Key patient support point of contact for the brands, field reimbursement, and account managers

Minimum Qualifications:

• BA/BS degree. Masters preferred
• 7+ years of relevant experience in experience in the pharmaceutical, medical device, or biotech industry
• 5+ years managing vendors including call centers, co-pay vendors, consultants, agencies of record and third-party data suppliers

Highly Valued Skills/Experience:

• Prior leadership roles in Patient Services, or other relevant market access service delivery function
• Presenting to senior management on patient services, customer experience, and financial matters
• Developing standard operating procedures experience
• Contracting and managing RFP process experience
• Project management experience
• Experience running staff/resource, budget, forecast models
• Field training and collateral management
• Leading business reviews experience
• Program design and implementation
• Process improvement experience
• Product launch experience preferred
• Familiarity/experience with data transfer agreements, file interface agreements, electronic data interchange, SAP
• Analyzing data in Excel and other user interfaces experience
• Market Access, radiopharmaceuticals/radioligand therapy/oncology experience preferred.

Competencies Required:

• Proven ability to identify and understand issues/problems, be resourceful and quick to resolve and/or communicate with recommendations
• Experience prioritizing and managing multiple projects in an environment with competing priorities and delivering results on time and within budget
• Demonstrated ability to engage and keep leadership and stakeholders well informed of relevant information
• Leading without authority cross functionally and with external partners
• Analytical thinking and problem solving experience
• Financial budget management skills
• Proven ability to work with minimal supervision
• Exceptional written, verbal and presentation skills

LI-Remote

We hire for skills and capabilities, not just credentials – if this role excites you, but doesn’t perfectly match your resume, we encourage you to apply anyway.

Compensation Overview:

Field - United States - US: $172,668 - $209,233

The starting pay range(s) listed above is for full-time employees (FTE). You may also be eligible for additional discretionary incentive cash and stock opportunities. We determine starting pay thoughtfully – carefully considering the nature of the role, required skills, work location, schedule and the knowledge and experience you bring. Final compensation is guided by pay equity principles and applicable employment laws. Compensation programs are reviewed on an ongoing basis and may be adjusted over time to reflect evolving market factors, and individual, team or Company performance.

Benefits:

Subject to the terms and conditions of the applicable plans then in effect, you may be eligible to participate in our comprehensive benefit plans – including wellbeing support, retirement and financial protection benefits, and insurance offerings (medical, dental, vision, life and disability).

U.S.-based exempt employees are eligible for Flexible Time Off (FTO), which provides paid time off without a set accrual limit, subject to manager approval, along with 11 paid company holidays each year.

Non-exempt employees, RayzeBio employees, and employees located in Puerto Rico receive 160 hours of paid vacation annually for new hires (subject to manager approval), 11 paid company holidays, and 3 optional holidays.

Depending on eligibility, employees may also have access to additional time-off benefits, including paid sick leave, up to two paid volunteer days per year, summer hours flexibility, and leaves of absence for medical, personal, parental, caregiver, bereavement, or military needs. Eligible employees also enjoy an annual Global Shutdown between Christmas Day and New Year's Day.

U.S.-based job seekers can explore full benefit offerings at https://careers.bms.com/benefits

How We Work

Where you work matters – because collaboration, innovation and patient impact happen in many settings. Our roles are structured across four work models: site-essential, site-by-design, field-based and remote-by-design. The model assigned to this role is based on its core responsibilities. Learn more at https://careers.bms.com/ways-of-working.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to [e-mail]. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

For roles based in Los Angeles County only: If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If this posting is missing required information required by local law or incorrect, contact BMS at [e-mail] the Job Title and Requisition number. Do not send application-related inquiries to this email. To check your application status, please login to your Candidate Home Account.

R1606818 : Associate Director, Patient Support Services