Director, Patient Services

<p style="text-align:left"><b>Job Description Summary</b></p>#LI-Hybrid<br><br>The Director, Patient Services owns the end-to-end strategy, governance, and operational delivery of patient support services that enable patients to start and remain on therapy. Operating in alignment with Therapeutic area (TA) / Brand strategy and objectives. This role ensures patient services are compliant, tailored to local patient needs, performance-driven, and operationally excellent.<br><br>The position is reporting to the Head Patient Experience and Activation.<p style="text-align:inherit"><br /> </p><p style="text-align:left"><b>Job Description</b></p><p><b>Key Responsibilities:</b></p><p></p><p><b>Patient Services Governance &amp; Compliance</b></p><ul><li><p><span>Owns Patient Services strategy aligned to TA/Brand objectives and patient needs, with accountability for service portfolio governance and lifecycle management. </span></p></li><li><p><span>Ensures all patient services operate in full alignment with compliance, regulatory, medical, and quality standards.</span></p><p><span> </span></p></li></ul><p><b>Operational Excellence &amp; Program Delivery</b></p><ul><li><p><span>Drives end-to-end execution of Patient Services programs, ensuring operational readiness, consistency, and reliability across markets and vendors while proactively identifying and mitigating operational and delivery risks.</span></p><p></p></li></ul><p><b>Performance Management</b></p><ul><li><p>Responsible for Patient Services performance management, defining and tracking KPIs including time to treatment initiation, adherence and persistence, as well as service utilization and drop-off.</p></li><li><p>Translates performance insights into targeted service optimization and continuous improvement to strengthen patient impact.</p><h3></h3></li></ul><p><b>Systems &amp; Stakeholder Collaboration</b></p><ul><li><p><span>Acts as the primary liaison with ONE Patient Support Program (PSP) CRM and other patient solutions to ensure seamless service integration, data quality, and operational effectiveness. </span></p></li><li><p><span>Partners closely with TA, Data Analytics and Platforms, Patient Experience &amp; Activation, ERC, Medical and Access to drive aligned execution.</span></p></li></ul><p></p><p></p><p><b>Essential Requirements:</b></p><ul><li><p>10&#43; years of experience in Patient Services, Patient Support Programs, Medical Operations, or related roles within pharmaceutical, biotech, or specialty care environments</p></li><li><p>Demonstrated experience designing, governing, and delivering patient service programs aligned to TA/Brand strategies</p></li><li><p>Strong knowledge of regulatory, compliance, medical, and quality requirements impacting patient services tools and PSPs.</p></li><li><p>Proven experience managing service performance through KPIs</p></li><li><p>Experience leading cross-functional collaboration in matrixed organizations</p></li><li><p>Strong operational leadership skills, including vendor management and oversight of external service partners</p></li><li><p>Proficient English, both written and spoken.</p></li></ul><p></p><p></p><p><b>Desirable Requirements:</b></p><ul><li><p>Demonstrated leadership of complex Patient Services or PSP transformations, including launching or redesigning programs across markets while maintaining high performance, quality, and patient impact</p></li><li><p>Proven ability to lead in highly regulated environments, with hands-on experience navigating compliance, medical, and quality governance while driving operational excellence and measurable outcomes.</p></li></ul><p></p><p></p><p><b>Commitment to Diversity and Inclusion:  </b></p><p>Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.</p><p></p><p style="text-align:inherit"><br /> </p><p style="text-align:left"><b>Skills Desired</b></p>Agility, Brand Awareness, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Analytics, Digital Marketing, digital marketing strategy, Franchise Development, Go-To-Market Strategy, Influencing Skills, Inspirational Leadership, launch strategies, Marketing Strategy, People Management, Product Positioning, Product Roadmap, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing