Director, Patient Services Training

Responsibilities and Duties

New Hire Onboarding

• Lead the design, delivery, and continuous improvement of Patient Services onboarding training.
• Manage and coordinate a comprehensive onboarding curriculum spanning disease state, product knowledge, systems/processes, and role-specific capabilities.
• Ensure a consistent and high-quality onboarding experience across all Patient Services roles.
• Act as the subject matter expert on patient services processes, procedures, roles and responsibilities for new hires.
• Develop tools and resources that accelerate field readiness for new hires.
• Reduce onboarding burden on managers and field-based trainers through scalable learning solutions.

Continuous Learning

• Partner with Patient Services leadership to implement and sustain competency-based development programs.
• Create and deliver advanced learning deliverables that support growth across current PEM and FAM teams.
• Develop skill-building programs focused on patient engagement, account collaboration, reimbursement support, customer communication, strategic thinking, and business acumen.
• Identify capability gaps and implement targeted development interventions.

Meetings and Workshops

• Serve as the primary learning lead for Patient Services national meetings, POAs, and Leadership Meetings.
• Partner with Patient Services, Marketing, Medical, and cross-functional leaders to design impactful workshops.
• Facilitate workshops that drive engagement, collaboration, and application in the field.
• Ensure learning objectives are clearly connected to business priorities and meeting outcomes.

Learning Content Management

• Establish processes for ongoing review, maintenance, and modernization of Patient Services training materials.
• Ensure learning content remains compliant, current, and aligned with evolving business practices and organizational priorities.
• Create and maintain role-specific learning journeys and curricula.
• Manage learning materials through the legal, medical and regulatory review process.

Business Partnership

• Measure training effectiveness through learner feedback, performance metrics, and business outcomes.
• Partner with Patient Services leaders to identify emerging training needs and workforce development opportunities.
• Provide recommendations based on learning data and organizational priorities.
• Act as a trusted learning consultant and embedded business partner to Patient Services leadership.

Qualifications and Skills

• Bachelor's degree required; advanced degree preferred.
• 10+ years of related experience, with at least 5 years of Patient Services field based experience (knowledge of specialty pharmacy, patient support programs, reimbursement processes and access landscapes is preferred).
• 2+ years in learning and development, training, or field enablement within biotech, pharmaceutical, healthcare, or patient services organizations.
• Rare disease experience is a plus
• Experience designing and delivering onboarding programs and instructor-led training.
• Understanding of adult learning principles, instructional design methodologies, and learning technologies.
• Able to proactively identify opportunities to use AI or other tools to support training approaches.
• Demonstrated facilitation and presentation skills with the ability to engage diverse audiences.
• Experience partnering with field-based teams and people leaders.
• Prior experience with large scale field meetings (POA, National, Kickoff) is preferred.
• Strong project management skills with the ability to manage multiple priorities simultaneously.
• Excellent communication, collaboration, and stakeholder management skills.
• Able to build relationships and influence without authority.
• Proactive in seeking out opportunities to gather feedback and continuously improve training offerings.
• Ability to travel up to 20% of the time.