Associate Director, Patient Support Services Operations
Cytokinetics
Summary
The Associate Director, Patient Support Services (PSS) Operations is responsible for the execution and optimization of patient support programs to ensure a seamless, patient-centric experience across the treatment journey. This role oversees day-to-day operations of patient support services—including access, reimbursement, affordability programs, adherence support, and specialty pharmacy coordination—typically delivered through third-party partners. This position reports to the Head of Treatment Experience.
Job description
Key Responsibilities
Patient Support Operations
- Lead the operational execution of Patient Support Services, ensuring delivery of best-in-class support across access, affordability, and adherence programs
- Oversee relationships with outsourced vendors (e.g., hub providers), establishing governance, performance management, and accountability structures
- Ensure consistent, high-quality service delivery aligned with company standards and patient needs while ensuring compliance across services
- Manage escalations from vendors and field teams on individual patient cases
- Work closely with the REMS operations team to ensure a seamless experience for HCPs and patients
- Be familiar with internal material review process submissions and content pull through
- Design and continuously improve the end-to-end patient journey, from prescription through ongoing therapy
- Identify pain points across the patient and provider experience and implement solutions to enhance satisfaction and outcomes
- Establish and monitor key experience metrics (e.g., time to therapy, case resolution, patient/provider satisfaction)
- Oversee development and maintenance of SOPs, work instructions, and training materials
Vendor & Program Management
- Act as the primary point of contact for external patient support vendors
- Monitor vendor performance against KPIs and SLAs, ensuring compliance and continuous improvement
- Lead regular business reviews, issue resolution, and program enhancements
Cross-Functional Collaboration
- Partner with Market Access, Commercial, Medical Affairs, Trade & Distribution, Compliance, Legal, and Data & Insights teams
- Ensure alignment of patient support strategy with brand objectives, product lifecycle, and access strategy
Data, Reporting & Continuous Improvement
- Define and track key performance indicators for PSS effectiveness and operational efficiency
- Leverage data and analytics to generate insights and inform decision-making
- Identify trends and proactively implement process improvements and innovations
Financial & Resource Management
- Manage PSS operational budget, including vendor contracts and program costs for assigned vendors
- Optimize resource allocation to maximize program impact and efficiency
- Support forecasting and long-range planning for patient support programs
Qualifications
- Bachelor's degree required; advanced degree (MBA, MPH, or equivalent) preferred
- 7+ years of experience in biopharma, with significant experience in patient support services, market access, or reimbursement operations
- Strong expertise in access and reimbursement processes, specialty pharmacy, and patient affordability programs
- Experience managing third-party vendors or hub service providers
- Experience supporting product launches and/or scaling patient support programs
- Knowledge of regulatory and compliance requirements related to patient support programs (REMS experience is a plus)
- Excellent written and oral communication skills to effectively convey complex information to stakeholders
Key Competencies
- Patient-first mindset with a strong focus on experience and outcomes
- Operational excellence and process improvement expertise
- Strong analytical and data-driven decision-making skills
- Proven ability to lead cross-functional initiatives and drive alignment
- Excellent communication, stakeholder management, and influencing skills
- Ability to thrive in a fast-paced, evolving environment
Location & Travel
This position requires up to 30% travel, primarily to vendor locations and between corporate offices in Radnor, PA and South San Francisco, CA.
Requirements
- Bachelor's degree required
- 7+ years of experience in biopharma
- Significant experience in patient support services, market access, or reimbursement operations
- Strong expertise in access and reimbursement processes
- Strong expertise in specialty pharmacy and patient affordability programs
- Experience managing third-party vendors or hub service providers
- Experience supporting product launches and/or scaling patient support programs
- Knowledge of regulatory and compliance requirements related to patient support programs
- Excellent written and oral communication skills
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- 401(k) Matching
- Learning Stipends
- Wellness Stipends
- Paid Time Off
- Stock Options
- Restricted Stock Units
Company overview
Cytokinetics, Incorporated is a late-stage biopharmaceutical company headquartered in South San Francisco, California, specializing in muscle biology research and drug development. Founded in 1997 by leading scientists from Stanford, UCSD, and UCSF, the company focuses on discovering, developing, and commercializing first-in-class muscle activators and next-in-class muscle inhibitors for debilitating diseases characterized by impaired or declining muscle function. With over 25 years of scientific expertise, Cytokinetics has built a robust pipeline targeting cardiovascular and neuromuscular conditions including heart failure, hypertrophic cardiomyopathy, and amyotrophic lateral sclerosis (ALS). The company's innovative approach centers on directly targeting the sarcomere, the fundamental unit of muscle contraction, to develop potential treatments that may preserve and extend independence for patients. Cytokinetics operates as a publicly traded company (NASDAQ: CYTK) and has established itself as a leader in muscle biology with more than 115 publications, over 100 clinical trials, and hundreds of issued patents.