Patient Services Governance Lead

Job Description

About the role

The Patient Services Governance Lead provides enterprise-level governance leadership for Patient Services and related patient support activities across the patient journey. The role focuses on PSPs and other structured services that support diagnostic testing, access and reimbursement, treatment start and administration, home care or treatment logistics, adherence, monitoring, and ongoing disease or wellbeing support. It may also provide governance input for patient education and awareness activities where these require dedicated Patient Services review.

Operating within the Medical Governance Office, this role establishes and maintains clear standards, decision criteria, review pathways, documentation expectations, and oversight requirements for these activities. The role helps teams determine the appropriate governance approach for PSPs, diagnostic services, and other patient-facing support, ensuring that the right Medical, Ethics & Compliance, Pharmacovigilance, Quality, Regulatory, Privacy, Legal, Digital/DD&T, Access, Procurement, and Vendor Management reviews are built into the process where relevant.

The role balances compliance rigor with practical execution, enabling responsible innovation through simple tools, templates, clear accountabilities, and consistent ways of working across markets. Working closely with Strategic Portfolio Division (SPD), Marketing and Commercial Excellence (MCE), and local market organizations, the role helps translate enterprise governance standards into compliant local execution aligned to patient journey needs, healthcare-system realities, and country-specific regulatory requirements.

It does not own Patient Services strategy, asset-level launch planning, or local program delivery; instead, it provides the governance standards, risk-management framework, and advisory support needed for compliant, scalable, and patient-centric execution globally

The role also serves as a key Medical Governance Office partner to Digital/DD&T and Patient Solutions stakeholders, ensuring that digital patient services, technology-enabled patient support programs, patient-facing platforms, and emerging AI-enabled solutions are governed through appropriate risk-based oversight, data governance, privacy, security, quality, and compliance frameworks. This includes helping define governance standards for increasingly integrated digital and non-digital patient support ecosystems.

Recent governance discussions have emphasized the need to synchronize digital and non-digital patient service governance and clarify ownership across overlapping governance domains.

How you will contribute

• Establish, maintain, and evolve enterprise governance standards for Patient Services to ensure consistent quality, transparency, accountability, appropriate oversight, and compliance across markets.

• Define practical decision criteria and review tools that help teams determine whether an activity should follow PSP governance, diagnostic service governance, or another appropriate patient support governance pathway.

• Partner with SPD, MCE, LOC Patient Services leaders, and country organizations to establish governance frameworks that enable compliant local implementation of patient support solutions while maintaining alignment with enterprise standards, local patient journey requirements, evolving regulations, and global risk-management expectations.

• Define lifecycle governance expectations for Patient Services and PSPs, from concept/intake through review, approval, implementation readiness, monitoring, change management, and close-out or retirement, ensuring clear documentation and accountability at each stage.

• Translate governance expectations into usable operating materials, including intake questions, checklists, templates, documentation requirements, SOP/standard inputs, training materials, and knowledge-management resources.

• Enable consistent governance review by coordinating required functional input from Medical, Ethics & Compliance, Pharmacovigilance, Quality, Regulatory, Privacy, Legal, Digital/DD&T, Access, Procurement, Vendor Management, and local Medical teams where relevant, ensuring governance decisions appropriately reflect both enterprise risk considerations and local execution realities.

• Assess new, changing, or scaled Patient Services and related patient support activities to determine the appropriate governance pathway, required functional review, documentation expectations, and oversight…