Senior Director, Patient Services

Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally.

Join us, the future is ours to shape!

This position will be located at the Princeton, NJ US Headquarters site.

Our Sandoz flexible hybrid working approach allows US office-based employees to work up to 50% of their monthly workday remotely. This role will not have the ability to be located remotely. Preference will be given to local candidates not requiring relocation.

U.S. Work visa sponsorship not available for this role. Must have U.S. work authorization.

Lead patient services strategy and execution across the portfolio, including program design, operational planning, launch readiness, governance, vendor management, service quality, issue resolution, and lifecycle optimization.

Drive initiatives to use technology and analytics to enhance efficiency and effectiveness in service operation, program design and KPI reporting, matrix communication, etc

Provide direct leadership and accountability for the FRM team, including field reimbursement strategy, customer engagement priorities, territory execution, coaching, performance management, and alignment with patient services, hub, payer, brand, sales, and account management partners.

Translate FRM field insights, provider feedback, hub reporting, payer dynamics, and patient journey data into actionable recommendations that improve access, reimbursement, program effectiveness, and cross-functional decision making.

Use data and analytics to monitor program performance, identify access and adherence barriers, evaluate cost and service trends, and recommend enhancements that improve patient and provider experience.

Serve as a senior partner to Commercial, Sales, Account Management, and Market Access leaders by translating brand strategy, payer dynamics, field insights, and patient journey barriers into practical patient support and reimbursement solutions.

Manage hub, copay, patient assistance, adherence, education, digital engagement, reporting, and other patient support capabilities as applicable to assigned programs.

Ensure programs operate in alignment with applicable legal, regulatory, privacy, quality, pharmacovigilance, compliance, and internal policy requirements.

Partner with vendors and internal stakeholders to define requirements, manage budgets, track deliverables, monitor service level agreements, resolve operational and field execution issues, and support audit readiness.

• Time to therapy initiation and program enrollment completion
• Patient adherence, persistence, and length of therapy trends
• Program utilization, drop-off rates, and patient/provider satisfaction
• FRM customer reach, field activity quality, account plan execution, and field collaboration effectiveness
• Provider office reimbursement issue resolution, payer coverage education, and access workflow support effectiveness
• Budget performance, vendor service levels, and cost targets
• Compliance, quality, audit, and monitoring outcomes

• Advanced working knowledge of patient support program operations, service model design, and day-to-day program management for assigned products or programs
• Strong understanding of US market access, payer, reimbursement, specialty pharmacy, hub services, and patient access dynamics
• Strong understanding of field reimbursement execution, provider office access workflows, payer coverage requirements, prior authorization, appeals, billing, and coding considerations
• Strong data and analytical skills to drive continuous improvement initiatives
• Strategic mindset to balance patient needs, compliance requirements, program cost, and business priorities within assigned areas of responsibility
• Strong cross-functional collaboration and stakeholder management skills in a matrixed environment
• People leadership capability to coach, develop, and manage team performance while reinforcing compliant, collaborative, and customer-focused field execution
• Experience supporting compliance, privacy, safety, quality, monitoring, and documentation requirements for patient support programs
• Ability to support new product launches and optimize existing patient services programs through practical operational planning and continuous improvement