Klick is seeking a Director, Patient Support Programs to lead the implementation, launch, and ongoing delivery of patient support programs (PSPs) for pharmaceutical and biotechnology clients. This role translates PSP strategy into operational programs that improve patient access, affordability, treatment initiation, and adherence. Working with client stakeholders, HUB providers, specialty pharmacies, and cross-functional teams, the Director oversees program requirements, partner coordination, launch readiness, and performance optimization.
What You’ll Do
- Lead end-to-end PSP implementation, translating approved strategies into service models, patient and provider journeys, operational workflows, implementation plans, and launch milestones.
- Develop and oversee PSP business requirements, enrollment and consent materials, patient communications, call guides, training resources, and medical, legal, and regulatory review deliverables.
- Coordinate HUB providers, specialty pharmacies, nurse support services, patient engagement partners, and field reimbursement teams to establish service standards, escalation procedures, and operational handoffs across benefits verification, prior authorization, affordability, and adherence services.
- Direct PSP launch readiness and ongoing delivery, including standard operating procedures, vendor onboarding, user acceptance testing, privacy and pharmacovigilance requirements, client working sessions, budgets, and cross-functional issue resolution.
- Monitor PSP performance using HUB, specialty pharmacy, and patient engagement data; establish KPIs for time to therapy, first-fill conversion, patient leakage, persistence, and partner performance, and implement improvements based on program results.
Required:
- 8+ years of experience in pharmaceutical patient services, HUB operations, specialty pharmacy, or PSP agency/consulting delivery, including direct ownership of PSP implementation and cross-functional program delivery.
- Demonstrated experience implementing U.S. patient support programs across reimbursement, benefits verification, prior authorization, affordability, and adherence, including commercial and government insurance and medical versus pharmacy benefits.
- Proven ownership of PSP launches, including implementation plans, service models, business requirements, patient and provider workflows, training materials, and operational readiness deliverables.
- Experience managing HUB providers, specialty pharmacies, patient engagement partners, and field reimbursement teams, including vendor responsibilities, service-level expectations, escalation procedures, and operational handoffs.
- Experience analyzing PSP operational data and performance measures, including time to therapy, first-fill conversion, patient leakage, and persistence, with examples of improvements implemented.
- Demonstrated experience leading pharmaceutical client engagements, cross-functional teams, scopes, budgets, and delivery reviews, including presenting recommendations and resolving operational challenges.
Desired:
- Comfort and enthusiasm for using AI as a regular part of how work gets done.
- Experience implementing Quick Start, Bridge, copay assistance, and patient assistance programs, including eligibility requirements and transitions to paid therapy.
- Experience delivering nurse education, behavioral adherence support, caregiver engagement, and patient re-engagement programs.
- Experience implementing patient support programs in specialty, rare disease, or oncology therapeutic areas, including self-administered and provider-administered therapies.
- Experience developing PSP content libraries, field training resources, and patient engagement materials through medical, legal, and regulatory approval processes.
- Familiarity with HIPAA, pharmacovigilance, adverse event reporting, PSP vendor selection, CRM integrations, and data reporting across HUB and specialty pharmacy partners.
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Our Commitment to Inclusion
Klick is consciously creating a culture where everyone can thrive and grow in their careers. We believe that our best work comes from our diverse backgrounds, perspectives, and skills. We strongly encourage members of historically underrepresented communities to apply, including Black people, Indigenous peoples, and other people of color, people with disabilities, people from gender and sexually diverse communities and people with intersectional identities. We're also committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please contact us at [email protected] and we will work with you to meet your accessibility needs and ensure you have a positive experience.
Klick uses an AI-powered tool as part of an automated process to support our hiring process by analyzing your experience, skills, and qualifications to help identify alignment with role requirements. Please note that the tool does not make final decisions or automatically disqualify candidates. Hiring decisions are made by our team, with thoughtful human judgment and oversight. We are committed to fair and transparent hiring practices and have implemented safeguards to help mitigate bias and support compliance with applicable laws. If you have questions, accessibility needs, or concerns about the use of this tool, please contact us.