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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.
Job Responsibility
Lead the ongoing transformation of Dompé’s patient services model
Define and execute a future-state patient support strategy
Identify and implement innovative approaches to reduce access friction
Refine KPIs and performance frameworks to measure success
Oversee end-to-end patient services operations
Drive continuous improvement in time to therapy, patient onboarding, and adherence outcomes
Partner closely with Specialty Pharmacy and HUB partners
Ensure operational scalability
Provide strategic oversight of key external partners
Optimize performance of HUB and specialty pharmacy partners
Lead vendor strategy
Lead and develop a national team of Patient Access Managers (PAMs)
Set strategic direction for field reimbursement and patient access engagement
Ensure alignment between field execution and patient services strategy
Build a high-performing team culture
Partner with Data, IT, and Digital teams to design and build patient services infrastructure
Support the advancement of data integration
Champion use of analytics
Collaborate with Commercial partner, Market Access, Legal/Compliance, and Commercial Center of Excellence
Serve as a key internal expert on patient access and services strategy
Represent patient services in executive-level forums and strategic planning discussions
Requirements
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
Nice to have
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