Director, Patient Services Strategy & Operations

Dompé; San Mateo (CA); On-site; USD 220,000 - 240,000; Full time

Benefits offered by this job

Comprehensive medical benefits

Generous vacation/holiday time off

Competitive 401(K) matching

Job summary

Dompé is looking for a Director or Senior Director of Patient Services Strategy & Operations in San Mateo, California. This role is critical for leading the evolution of our patient support model and driving operational success throughout the patient journey.

The ideal candidate should have extensive experience in patient services and HUB operations, coupled with strong leadership skills to navigate complex environments and influence stakeholders effectively.

We offer a competitive salary and comprehensive benefits, promoting a collaborative and inclusive company culture.

Qualifications

• 10+ years of experience in the pharmaceutical or biotech industry for Director role.
• 5+ years of leadership experience in patient services or HUB operations.
• Proven track record of leading complex projects and transformations.

Responsibilities

• Lead the transformation of Dompé’s patient services model.
• Oversee patient services operations and enhance adherence outcomes.
• Collaborate with key internal and external stakeholders.

Skills

Leadership in patient services

HUB operations

Patient access strategy

Cross-functional collaboration

Education

Bachelor’s degree in Business, Life Sciences, or related field

Job description

At Dompé, we are committed to transforming the experience for patients living with rare disease. We are seeking a Director or Senior Director of Patient Services Strategy & Operations to lead the evolution of our patient support model and drive operational excellence across the end-to-end patient journey.

This is a second-line leadership role with responsibility for both strategy and execution, overseeing the Patient Access Managers (PAM) team and leading enterprise-wide transformation of our patient services ecosystem. The role will shape how we deliver access, affordability, and adherence support—ensuring patients start and stay on therapy as quickly and seamlessly as possible.

The ideal candidate brings deep expertise in patient services, field leadership, specialty pharmacy and/or HUB operations, paired with a strong ability to lead through complexity, influence cross-functional stakeholders, and build scalable infrastructure to support future growth.

Essential Functions:

Patient Services Strategy & Transformation

• Lead the ongoing transformation of Dompé’s patient services model, evolving capabilities to improve time to therapy, conversion, and patient experience
• Define and execute a future-state patient support strategy, including digital enablement and optimized service delivery models
• Identify and implement innovative approaches to reduce access friction across the patient journey, from prescription through therapy completion
• Refine KPIs and performance frameworks to measure success across patient services programs

Operations & Execution Excellence

• Oversee end-to-end patient services operations, including HUB services, benefit verification, prior authorization support, financial assistance, and specialty pharmacy coordination
• Drive continuous improvement in time to therapy, patient onboarding, and adherence outcomes
• Partner closely with Specialty Pharmacy and HUB partners to ensure seamless execution and high-quality patient and provider experiences
• Ensure operational scalability to support both current brands (e.g., Oxervate) and future product launches

Vendor & Alliance Management

• Provide strategic oversight of key external partners through direct leadership of the Associate Director responsible for alliance management
• Optimize performance of HUB and specialty pharmacy partners, including service levels, staffing models, and cost efficiency
• Lead vendor strategy, including contract optimization, performance management, and long‑term capability planning

Field Leadership (Patient Access Team)

• Lead and develop a national team of Patient Access Managers (PAMs) through a layered leadership model
• Set strategic direction for field reimbursement and patient access engagement with healthcare providers
• Ensure alignment between field execution and patient services strategy, enabling consistent and compliant support
• Build a high‑performing team culture focused on accountability, collaboration, and patient impact

Data, Technology & Infrastructure

• Partner with Data, IT, and Digital teams to design and build patient services infrastructure, including data visibility, reporting, and workflow optimization
• Support the advancement of data integration across HUB, specialty pharmacy, and internal systems
• Champion use of analytics to inform decision‑making and continuously improve program performance

Cross‑Functional Leadership

• Collaborate with Commercial partner, Market Access, Legal/Compliance, and Commercial Center of Excellence to ensure aligned and integrated execution
• Serve as a key internal expert on patient access and services strategy ideally in rare disease
• Represent patient services in executive‑level forums and strategic planning discussions

Experience & Education:

• Bachelor’s degree in Business, Life Sciences, Public Health, or related field
• 10+ (Director), 12+ (Senior Director) years of relevant experience in the pharmaceutical or biotech industry
• 5+ (Director), 7+ (Senior Director) years of leadership experience in patient services, HUB operations, or specialty pharmacy
• Proven track record of leading complex, cross‑functional initiatives and transformation efforts
• Experience managing external vendors and service providers (e.g., HUB, specialty pharmacy, Field Reimbursement team, Patient Access Managers/Liaisons)
• Strong understanding of U.S. reimbursement landscape, including Medicare Part D, commercial payers, and access challenges in specialty/rare disease

Preferred but not required experience, knowledge, skills

• Advanced degree (MBA, MPH, PharmD, or equivalent)
• Experience leading field reimbursement or patient access teams
• Deep expertise in specialty product patient support models
• Experience building or enhancing data and digital infrastructure for patient services
• Demonstrated success in improving time to therapy, conversion, and patient experience metrics
• Experience supporting product launches or scaling patient services for growth brands

Salary Range: $220,000 - $240,000 per year

Benefits of Joining Our Team

• Comprehensive medical benefits
• Generous vacation / holiday time off
• Competitive 401(K) matching

At Dompé, we offer an attractive compensation package to our team members. Any offer would include a competitive base salary (estimate shared above), incentive bonus, and benefits package customary to the position. Actual individual pay is determined based on experience, qualifications, geographic location, and other job‑related factors permitted by law.

We believe that the unique contributions of all employees create our success. To ensure that our products and culture continue to incorporate everyone’s perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.