Director, Patient Adherence Operations

Director, Patient Adherence Operations Skip to main content
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Hybrid locations:
USA
- Pennsylvania
- North Wales (Upper Gwynedd) time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
August 15, 2026 (21 days left to apply) job requisition :
R408342
** Job Description
** Leads the Adherence Operations vertical within the Patient Support CoE, owning the Patient CRM, companion apps, refill coordination services, and adherence program design — the full set of capabilities that keep patients on therapy after access and affordability barriers are cleared. Oversees CRM adherence programs across brands through TA-aligned ADs, driving trigger logic, messaging cadence, and workflow consistency, while operationalizing patient-facing digital tools and managing the adherence vendor ecosystem.
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* Key Responsibilities:

*** Oversee adherence programs across brands through TA-aligned ADs, driving decisions on trigger logic, messaging cadence, workflows, and consistency across brands
* Operationalize the adherence patient-facing digital tools and companion apps, including content strategy, feature releases, user experience monitoring, and vendor coordination
* Operationalize new adherence capabilities via Acceleration and Insights by TA, including CRM features, app enhancements, and new digital tools
* Define and monitor engagement, adherence, drop-off, and pull-through metrics, including refill rates, persistence data, and companion app engagement to inform ongoing program optimization
* Coordinate with Access and Affordability leadership to ensure adherence touchpoints are sequenced correctly within the broader patient journey
* Manage adherence vendor relationships, including SLAs, performance monitoring, quarterly business reviews, and contract management across CRM, app, refill, and counseling vendors
** Points of

Collaboration:

*** Head of Patient Support CoE:
Reporting relationship; strategy alignment, budget, and vertical performance reporting
* Patient Access Operations Lead:
Coordinating patient handoffs between access, affordability, DTP, and adherence touchpoints
* Acceleration and Insights by TA:
Receiving and operationalizing new adherence capabilities
* DHH (Data, Hub and Hub Technology):
Adherence performance metrics, refill/persistence data, CRM campaign effectiveness, CRM platform governance, data architecture, and patient communication infrastructure
* BU Patient Support Strategy Leads (Primary Care+, SP&, Oncology):
Brand-specific adherence program configuration, launch readiness, and ongoing optimization
* Adherence, CRM, and Counseling Vendors:
Primary vendor governance — SLAs, performance, configuration, and contract management
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* Qualifications:

**** Minimum education required:
** Bachelor's degree;
Master's degree preferred
** Necessary Skills and

Competencies:

*** 8+ years in biopharma patient services, CRM management, digital health operations, or adherence program management, with prior experience leading adherence operations across CRM programs, patient-facing tools, and digital companions
* Direct experience managing a Patient CRM platform, including configuration, campaign design, workflow management, and vendor oversight
* Prior experience integrating adherence programs across access, affordability, hub, and broader patient support…