Sr. Director, Patient Support Services

Job description

Who We Are:Neurocrine Biosciences is a leading biopharmaceutical company with a simple purpose: to relieve suffering for people with great needs. We are dedicated to discovering, developing and commercializing life-changing treatments for patients with under-addressed neurological, psychiatric, endocrine and immunological disorders. The company's diverse portfolio includes FDA-approved treatments for tardive dyskinesia, chorea associated with Huntington's disease, classic congenital adrenal hyperplasia, hyperphagia in Prader-Willi syndrome, endometriosis* and uterine fibroids*, as well as a robust pipeline including multiple compounds in mid- to late-phase clinical development across our core therapeutic areas. For more than three decades, we have applied our unique insight into neuroscience and the interconnections between brain and body systems to treat complex conditions. We relentlessly pursue medicines to ease the burden of debilitating diseases and disorders, because you deserve brave science. For more information, visit neurocrine.com, and follow the company on LinkedIn, X, Facebook and YouTube. (*in collaboration with AbbVie) At Neurocrine, strong leadership drives both business results and team success. We look for leaders who think strategically, anticipate what’s ahead and set clear direction, while building and empowering high-performing teams. Successful leaders foster an environment where people are motivated to do their best work and deliver meaningful, measurable impact through sound decision-making and accountability. About the Role:The Sr. Director, Patient Support Services, develops and executes the strategy for patient support programs across Neurocrine’s marketed specialty and rare disease products and future pipeline. This leader is accountable for effective, compliant services that help patients and healthcare providers navigate access, reimbursement, affordability, therapy initiation, and treatment continuity. The position provides strategic and operational leadership for reimbursement HUB services, patient assistance and copay programs, case management, specialty pharmacy coordination, and related patient support capabilities. This person will lead a team focused on executing comprehensive Patient Support Services across the current portfolio. A central responsibility is assessing and building scalable infrastructure, partnerships, and processes to support future launches, new therapeutic areas, distribution channels, and treatment modalities. Working across Market Access, Commercial, Medical Affairs, Regulatory, Legal, Compliance, Finance, Commercial Operations, and other functions, this leader drives a high-quality, low-friction experience for patients and prescribers, helping patients get on therapy faster and stay on therapy longer, along with operational performance, sound investment decisions, and organizational readiness for portfolio growth._ Your Contributions (include, but are not limited to):Patient Support Strategy and Leadership Establish and execute a portfolio-wide patient support strategy aligned with patient and provider needs, commercial priorities, and applicable compliance requirements Lead, inspire, and develop a high-performing Patient Support Services team, fostering a culture of accountability, collaboration, innovation, and continuous improvement Drive a high-quality, low-friction experience for patients and prescribers, helping patients get on therapy faster and stay on therapy longer Lead the design, delivery, and continuous improvement of patient support programs for marketed products, including reimbursement assistance, financial support, case management, and fulfillment coordination Anticipate changes in the access environment, patient journey, distribution landscape, and service delivery models; translate insights into program priorities and recommendations Patient Experience and Operational Excellence Oversee performance of HUBs/patient support vendors, specialty pharmacy interfaces, prior authorization support platforms, and financial assistance services Drive improvements in time to therapy, reimbursement support, fulfillment, abandonment, and treatment continuity, with appropriate patient and provider feedback mechanisms Ensure clear, effective patient and provider support tools and communications in partnership with appropriate review and compliance functions Establish processes to identify, escalate, and resolve service issues and improve the quality and consistency of the patient experience. Partner closely with Field Access, Market Access, Marketing, and other teams to identify emerging access challenges, address systemic barriers, and ensure patient support programs effectively meet the needs of patients and healthcare providers Pipeline Readiness and Launch Excellence Lead patient support planning and implementation for future product launches, partnering with cross-functional launch teams to define requirements, milestones, resourcing, and readiness measures Partner with patients, prescribers, and their office staff to understand their unique needs across the care journey, and translate those insights into a clear path to care that helps patients get on and stay on therapy for current and future products Assess current capabilities and identify gaps associated with new therapeutic areas, product characteristics, distribution models, and reimbursement pathways, including hospital-administered or buy-and-bill therapies where applicable Build scalable, cost-effective capabilities and partnerships based on portfolio needs Evaluate emerging technologies, service models, and industry practices that could improve patient access, provider experience, or operational efficiency Vendor, Financial, and Performance Management Develop and manage Patient Support Services budgets, forecasts, and resource plans; evaluate program effectiveness, cost efficiency, and investment priorities Own vendor strategy and lifecycle management, including selection, contracting, implementation, governance, performance reviews, and transitions Define and monitor actionable KPIs, vendor scorecards, and patient journey analytics in partnership with Commercial Analytics and other stakeholders Leverage patient journey insights, operational performance data, and emerging trends to proactively identify opportunities, inform strategic investments, drive measurable continuous improvement initiatives, and demonstrate the impact of Patient Support Services to senior leadership Requirements:BA/BS in Marketing, Life Sciences, Business, Healthcare or related field is required AND 14+ years’ experience within the biopharmaceutical industry with retail, limited-distribution specialty, and rare disease drugs. Buy and bill experience preferred 8+ years of relevant functional experience working in or managing patient support HUB vendors and patient support programs 5+ years of progressive people leadership experience, including oversight of complex programs, external partners, and cross-functional initiatives Experience designing and implementing patient support programs supporting retail and limited distribution specialty pharmaceutical products Experience in rare disease is required Experience supporting commercial product launches and building patient services infrastructure in a biopharmaceutical environment Experience in Endocrinology or CNS, (psychiatry or neurology) therapeutic areas is preferred; experience in gene therapy is a plus Prior sales experience within the biopharmaceutical industry is preferred OR Master’s degree is preferred and 12+ years of similar experience noted above Strong understanding of the patient journey within manufacturer patient support programs for specialty, rare disease, and retail biopharmaceutical products; including but not limited to: support HUB operations, prior authorization and appeals, affordability, and free-drug assistance programs Demonstrated ability to identify