Associate Director, Patient Support Services

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 Rayze Bio 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.

• 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

• 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

• 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

• 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…