Director, Patient Experience and Program Communications, Pain Programs and Patient Support

MFS Investments; Boston (MA); Hybrid; USD 190,000 - 284,000; Full time

Job summary

Vertex Pharmaceuticals in Boston seeks a Director of Patient Experience and Program Communications to define and drive messaging for patient access, reimbursement, and engagement within Pain Programs. You will translate complex processes into clear resources for patients, caregivers, and providers and lead cross-functional programs to streamline access and fulfillment.

The role requires a proven track record in US commercial leadership, regulatory navigation, and collaboration with

Qualifications

• Bachelor’s degree in Marketing, Communications, Advertising, Business, or related field.
• 10+ years in patient support, patient engagement, market access communications, or related commercial roles.
• Experience in biopharmaceutical/healthcare with cross-functional leadership.
• Demonstrated ability to develop and execute regulated patient communications.

Responsibilities

• Lead strategy for patient experience and program communications across Pain Patient Support.
• Translate complex access and support processes into clear messaging for patients, caregivers, and providers.
• Shape long-term vision and annual plans for patient support communications and onboarding resources.
• Collaborate across HCP Marketing, Consumer Marketing, Market Access, and Trade Strategy to align messaging.
• Oversee development of tools and resources for education, access, reimbursement, and fulfillment.
• Manage patient communications across print, web, email, video, and virtual channels.
• Lead cross-functional workstreams and align stakeholders with patient-centric goals.
• Ensure compliant reviews with Medical, Legal, Regulatory, and Compliance teams.

Skills

Strategic communications

Leadership presence

Cross-functional collaboration

Project management

Analytical thinking

Stakeholder management

Education

Bachelor’s degree in Marketing/Communications/Business

Tools

Veeva Vault PromoMats

Salesforce CRM

Marketo

Tableau

Smartsheet

Job description

# Director, Patient Experience and Program Communications, Pain Programs and Patient SupportVertex PharmaceuticalsBoston, MAFull-TimeSep 10, 2026Pharmaceutical## Job Description**Job Description****General Summary:**The **Director, Patient Experience and Program Communications** will serve as a key leader within the Pain Patient Support Team, responsible for defining and driving the strategy for patient-facing and stakeholder-facing communications that support access, fulfillment, and engagement. This role will lead efforts to simplify the patient access experience by translating operational complexity into clear, compelling, and actionable messaging and resources for patients, caregivers, healthcare providers, and internal stakeholders.We are seeking a candidate with a strong track record of leadership in US commercial roles, and demonstrated success leading complex cross-functional initiatives in highly regulated environments. The ideal candidate brings strategic agility, strong organizational influence, ability to create clarity from complexity, and can effectively balance business goals and stakeholder needs. This role will report to the **Senior Director / Head of Pain Patient Support**.Key Duties & Responsibilities* Lead the strategy for patient experience and program communications across Pain Patient Support, ensuring a patient-centered and stakeholder-informed approach* Translate complex operational, access, reimbursement, and support processes into simple, clear, and effective messaging that improves understanding and reduces friction across the patient journey* Shape the long-term vision and annual strategic plan for patient support communications, access messaging, onboarding resources, and related engagement initiatives* Partner cross-functionally with HCP Marketing, Consumer Marketing, Market Access Strategy, and Trade Strategy to ensure aligned, consistent, and streamlined access experience messaging across stakeholder touchpoints* Lead the development of integrated communications, tools, and resources that support patient education, access, reimbursement, financial assistance, and fulfillment* Serve as a key leader in the creation and execution of patient-centric resources and digital assets across channels, including print, web, email, text, video, and virtual engagement platforms* Build and evolve the communications capability for the Patient Support function, identifying opportunities to innovate and enhance the patient experience based on emerging needs and external market dynamics* Lead complex cross-functional workstreams and drive alignment among internal stakeholders with differing priorities, ensuring progress against business objectives while maintaining patient centricity* Cultivate strong partnerships with Medical, Legal, Regulatory, Compliance, and the Communications Review Committee (CRC) to support timely, compliant review and execution of communications* Provide strategic direction and oversight for agency partners and external vendors, ensuring high-quality deliverables, effective resource utilization, and adherence to timelines and budgets* Collaborate with fulfillment and operational partners to ensure effective management of communications inventory, material deployment, and ordering processes* Establish measurement frameworks and success metrics for owned communications and support materials; use performance insights to optimize strategy, improve execution, and inform future investment decisions* Identify opportunities to improve how stakeholder feedback, performance data, and market insights are incorporated into communication planning and experience design* Act as a strategic thought partner to leadership on patient experience, support communications, and access-related engagement strategyRequired Education* Bachelor’s degree in Marketing, Communications, Advertising, Business, or a related fieldRequired Experience* 10+ years of relevant experience, or the equivalent combination of education and experience, in patient support, patient engagement, consumer/patient marketing, market access communications, or other closely related commercial roles* Significant experience in the biopharmaceutical or healthcare industry, with increasing scope of responsibility and demonstrated strategic leadership* Proven success leading complex, cross-functional initiatives and influencing across matrixed organizations* Experience developing and executing patient support or access-related communication strategies in a regulated commercial environment* Demonstrated experience navigating Medical, Legal, Regulatory, and Compliance review processes* Experience leading agency partners and external vendors to deliver high-quality, on-strategy workRequired Knowledge / Skills* Exceptional strategic communication skills, with a demonstrated ability to distill complex operational and access-related processes into simple, effective messaging* Strong leadership presence with the ability to influence and align cross-functional stakeholders at multiple levels of the organization* Strong business acumen and understanding of the commercial ecosystem, including the intersection of patient support, access, marketing, and field execution* Ability to lead multiple priorities and workstreams simultaneously with strong project management, organizational, and decision-making skills* Ability to develop and execute support materials across a range of channels, including email, print, web, video, text, and virtual events* Strategic and innovative mindset, with the ability to identify creative solutions to complex business and communication challenges* Strong analytical skills, including the ability to interpret performance metrics and translate insights into actionable strategic and tactical improvementsPreferred Knowledge / Skills* Advanced degree preferred* Experience in pain, specialty therapeutics, or launch environments strongly preferred* Working knowledge of commercial marketing and operational platforms, including Veeva Vault PromoMats, Salesforce CRM, Marketo, Tableau, Smartsheet, and related tools* Experience supporting or partnering closely with Market Access, Trade, HCP Marketing, and Consumer Marketing functions $189,600 - $284,400Hybrid-Eligible Or On-Site Eligible