Director, Medical Communications Patient Services

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

** This position can be remote based, East Coast and Central preferred **

The Director, Patient Services lead the strategic design, implementation, and optimization of manufacturer-sponsored patient support programs, hub services, and patient access programs embedded within the Medical Communications business unit of the PPD clinical research group of Thermo Fisher Scientific.

This leader will oversee comprehensive patient service models across the full patient journey from benefits investigation and prior authorization through therapy initiation, adherence, persistence, and ongoing engagement. Programs may include copay assistance, patient assistance programs (PAP), bridge/free drug programs, nurse educator models, case management, and digital engagement solutions.

The Director will advance the organization’s capabilities in patient support programs (PSP), patient access programs (PAP), and hub services to support patient access to medicine, while ensuring adherence to all regulatory and legal requirements, including HIPAA and other healthcare compliance standards.

What You’ll Do:

• Develop and maintain strategic and Go-to-market plans for the Patient Services service line
• Leads the division and cultivates a supportive, motivating and collaborative work environment and also builds an effective and productive team focused on overall corporate objectives.
• Ensures projects are properly resourced, managed, and executed and develops verifiable project goals for Associate Directors.
• Oversees and/or coordinates new project implementation. Works closely with client contact(s) during project implementation and develops working rapport.
• Maintains a working client relationship with open lines of communication for the life of the project.
• Works closely with Business Development in the areas of proposals/contracts, client presentations, and maintains client relationships.
• Oversees salary administration, performance management, conflict resolution, recruiting, and mentoring for Associate Directors and other direct reports.
• Ensures quality objectives are met and oversees audit preparedness, appropriate response to internal and external audits, addressing and correcting of audit findings; responding to client feedback; and development of and compliance with SOP's.
• Manages overall budget activity for divisional area(s) to ensure profitability: reviews billable hour reports for divisional area(s); tracks projects' success in achieving financial targets; determines the resource needs and ensures correct revenue forecast.
• Drives a culture of immediate action and proactive escalation

Education and Experience:

• Bachelor's degree or equivalent, required. MBA, preferred.

• 10+ years of progressive experience in Patient Support Programs (PSPs), hub services, patient access operations, or adherence strategy within pharmaceutical, biotech, or healthcare services organizations.

• Direct experience overseeing nurse educator models, case management services, or patient navigation programs preferred.

• 5+ years of management responsibility

In s o m e c as e s, an e q u ival e n cy , c o n si s t in g of a c o m b i n at i o n of a p propr i a t e e d u c at i o n , tra in i n g a n d/or dire c t l y r e la t e d e xp e rienc e , wi l l be c o n sider e d s u f f ici e n t for an i n divid u al t o m ee t th e r e q u ire m e n ts of t h e rol e .

Required Knowledge, Skills, Abilities:

• Demonstrated ability to influence and lead cross functionally in a highly matrixed organization, including senior leadership
• Expertise in both buy-and-bill and specialty pharmacy distribution models.
• Strong understanding of therapy initiation, adherence, persistence, and patient engagement strategies.
• Experience with digital and omnichannel patient engagement platforms (CRM, SMS, portals).
• In depth knowledge of U.S. reimbursement landscape (Medicare, Medicaid, commercial payers; buy-and-bill and specialty pharmacy).
• Strong familiarity with copay assistance, PAP, bridge/free drug programs, and financial support models (required); direct experience building new PAP and PSP programs (preferred)
• Understanding of pharmacovigilance integration and compliant patient education practices.
• Proven ability to interpret patient data and translate insights into program enhancements.
• Strong understanding of healthcare compliance frameworks (HIPAA, OIG, Anti-Kickback).
• Demonstrated experience working directly with or for pharmaceutical and biotech manufacturers supporting marketed products with PSPs and PAPs
• Proven ability to influence cross-functionally in highly matrixed environments.
• Financial acumen in budgeting, forecasting, and profitability management.
• Experience leveraging CRM platforms and performance analytics.
• Strong executive communication and presentation skills.
• Demonstrated leadership in scaling programs and managing distributed teams.
• Ability to coach and mentor staff
• Ability to work in a team environment and/or independently as needed

Thermo Fisher values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirements for this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours.
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.
• May require travel. (Recruiter will provide more details.)

Why Join Us?
When you join Thermo Fisher Scientific, you become part of a global team that values passion, innovation, and a commitment to scientific excellence. You’ll work in an environment where collaboration and development are part of the everyday experience – and where your contributions truly make a difference.

Apply today to help us deliver tomorrow’s breakthrough.