Vice President, Patient Services & Experience
Incyte
Summary
The VP, Patient Services & Experience (PS&E) is a senior Commercial leadership role accountable for defining and executing the enterprise patient access and experience strategy across the U.S. portfolio. Reporting directly to the EVP, Commercial, this leader owns the end-to-end patient journey, ensuring patients can access, initiate, and remain on therapy through compliant, scalable, and market-leading support models.
Job description
Position Summary
The VP, Patient Services & Experience (PS&E) is a senior Commercial leadership role accountable for defining and executing the enterprise patient access and experience strategy across the U.S. portfolio. Reporting directly to the EVP, Commercial, this leader owns the end-to-end patient journey, ensuring patients can access, initiate, and remain on therapy through compliant, scalable, and market-leading support models.
Organizational Scope & Leadership
Provides executive oversight and leadership across the full PS&E organization, including Patient Solutions, Field Access Leadership for Dermatology and Oncology, Hub Capabilities & Delivery, and PS&E Operations.
Executive Accountabilities & Core Responsibilities
- Serve as the commercial owner of the Patient Services & Experience strategy across all brands and future launches.
- Define a long-term vision for patient access, experience, and retention aligned to Commercial and Market Access priorities.
- Translate enterprise commercial strategy into integrated patient support models that drive initiation, persistence, adherence, and brand performance.
- Ensure PS&E capabilities evolve to support portfolio diversification, new modalities, and changing payer dynamics.
- Own the design, governance, and performance of all patient support programs, including benefits investigation, prior authorization support, case management, copay assistance, patient assistance programs, and digital/self-service engagement models.
- Provide executive oversight of hub strategy and vendor ecosystem, including vendor selection, contracting input, SLA expectations, quality management, and risk mitigation.
- Ensure hub operations are optimized for speed to therapy, experience consistency, and operational excellence.
- Provide senior executive leadership to Field Access organizations supporting Dermatology and Oncology.
- Ensure seamless alignment between Field Access, Account Management, Sales, and Market Access.
- Anticipate and address evolving reimbursement, site-of-care, and payer policy challenges through proactive field enablement and case support strategies.
- Set expectations for consistent, compliant, and high-impact field engagement models.
- Own the PS&E performance management framework, including enterprise KPIs tied to enrollment and initiation, time-to-therapy, abandonment and conversion, hub and field performance, and affordability program utilization.
- Deliver executive-level insights to the EVP, Commercial and Commercial Leadership Team that inform brand strategy, access decisions, and investment prioritization.
- Build advanced analytics capabilities that convert patient services data into actionable commercial intelligence.
- Serve as the budget owner for Patient Services & Experience, including hub services, vendors, affordability programs, and operations.
- Drive disciplined financial management, ROI evaluation, and scenario planning aligned to Commercial priorities.
- Partner with Finance to ensure transparent forecasting, long-range planning, and investment optimization.
- Maintain executive accountability for compliance, program integrity, and governance across all PS&E programs.
- Ensure SOPs, work instructions, and vendor controls meet regulatory, legal, and internal requirements.
- Serve as a senior leader in MLR/PRC review processes for patient- and HCP-facing support materials.
- Act as a steward of patient trust, privacy, and ethical program design.
- Act as the senior PS&E voice on the Commercial Leadership Team.
- Serve as a strategic partner to Market Access & Channel/Trade, Brand & Marketing Leadership, Sales Leadership, Medical Affairs & Patient Advocacy, Legal, Compliance, Quality, Operations, and IT.
- Ensure PS&E is fully embedded into brand planning, launch governance, and lifecycle management.
- Build and sustain a high-performing executive leadership team.
- Set the cultural expectation for patient-centricity, accountability, and results.
- Develop future leaders within PS&E with enterprise mindset and succession readiness.
Requirements
- Bachelor’s degree required; advanced degree preferred.
- 15+ years pharmaceutical, biotech, or healthcare industry experience.
- 7+ years in senior leadership roles overseeing patient services, hub operations, or market access-related functions.
- Demonstrated experience operating at the enterprise or portfolio level with direct accountability for strategy, operations, and budgets.
- Proven ability to influence and lead at the Commercial Leadership Team / EVP level.
- Dermatology and/or Oncology specialty experience preferred.
- Launch experience for specialty or biologic therapies preferred.
- Deep expertise in reimbursement dynamics, payer access, and patient affordability programs preferred.
- Experience scaling patient services organizations through growth and transformation preferred.
Company overview
Incyte Corporation is a leading biopharmaceutical company specializing in the discovery, development, and commercialization of proprietary therapeutics. Founded as a genomics information company, Incyte has evolved into a prominent player in the pharmaceutical industry with a strong focus on oncology and inflammatory diseases. The company's flagship product, Jakafi (ruxolitinib), is a first-in-class JAK1/JAK2 inhibitor approved for treating polycythemia vera, myelofibrosis, and steroid-refractory acute graft-versus-host disease. With research facilities in Palo Alto, California, Newark, Delaware, and San Diego, California, Incyte leverages its expertise in medicinal chemistry, molecular biology, and genomic technologies to develop novel small molecule and protein therapeutics. The company maintains a significant intellectual property portfolio covering human genes and proteins, which it licenses to leading pharmaceutical and biotechnology companies worldwide. Incyte's strategic approach combines innovative drug discovery with robust clinical development programs, positioning it as a key contributor to advancing treatments for cancer, inflammatory conditions, and other serious medical disorders.