Director, Patient Services - Reimbursement & Nursing

Job Title

Requisition

Location

Additional Locations

Job Description Summary

Job Description

The Director, Patient Services - Reimbursement & Nursing Services is responsible for the day-to-day oversight of HUB operations, nursing programs, and third-party vendor partnerships that support patient onboarding and long-term adherence. This role includes developing, maintaining, and monitoring patient access programs, ensuring compliance with vendor contract requirements, and updating SOPs and policies as needed. The ideal candidate will have direct experience managing multiple patient services programs, including reimbursement HUBs and nursing services, and a demonstrated ability to drive performance through cross-functional partners and external vendors.

• Provide day-to-day vendor management of the reimbursement HUB and Nursing Programs

• Continuously identify opportunities to enhance existing processes and programs or develop new initiatives that support patient access and adherence to specialty medications-through strategic planning, stakeholder alignment, leadership approval, and seamless implementation in partnership with internal teams and external vendors.

• Ensure seamless patient experience across all stages of support, including affordability assistance, product access through specialty pharmacies or free goods programs, and clinical education on proper product use and administration.

• Ensure adherence to SOPs, policies and call guides; Serve as the primary point of contact for vendors for daily escalation management and third-party auditing

• Oversee vendor training requirements for patient services programs to ensure training is aligned with program requirements, timely execution, and have a continual development program in place

• Review and monitor daily performance of patient reimbursement and nursing programs and work with vendors to address fluctuations in service levels and KPIs to hold them accountable to contractual requirements

• Identify trends for ongoing program challenges and escalations, as well as best practices and work with leadership and cross functional teams to communicate impacts of the program to other key stakeholders

• Work with internal teams to ensure alignment of processes and awareness and understanding of the patient services programs, including program changes with key partners including, but not limited to: Reimbursement Customer Service Team, Specialty Pharmacy Team, Access Reimbursement Managers, ISS leadership, Legal and Compliance, Marketing, and Market Access Team

• Responsible for writing, maintaining and seeking approval on all Patient Service Programs - Reimbursement and Nursing Standard Operating Procedures, Job Aides, etc.

• Assess and monitor Nurse Programs and adherence to defined and documented process including frequent collaboration on process changes and opportunities with Marketing and Patient Services colleagues and through call monitoring and organizing/overseeing third party audits.

• Coordinates communication and fosters a collaborative team approach between hub and Nurse Team to ensure optimized communication and partnership to best support patients.

• Collaborate with HUB team to address identified process gaps or weaknesses

• Bachelor's degree or equivalent relevant experience

• 12+ years of experience in specialty pharmaceutical reimbursement, ideally with a specialty pharmacy, biotech/specialty pharmaceutical manufacturer, or payer

• 3+ years of direct experience managing both Reimbursement and Nursing Patient Services Programs

• Strong written and verbal communication skills, with the ability to provide constructive feedback and clearly convey information tailored to diverse audiences

• Proven expertise navigating complex patient access and affordability challenges

• Solid understanding of Nurse Program compliance and regulatory standards

• Strong problem-solving skills, with the ability to apply analytical insights to drive effective solutions

• Highly organized and detail-oriented, capable of independently managing multiple priorities and deadlines; project management experience is preferred

• In-depth knowledge of benefit designs, payer operations, prior authorization, and appeals processes

• Willingness to travel and work extended or irregular hours as needed

Organizational Relationship/Scope:

This role requires close partnership with both external vendors and internal Commercial leadership to ensure seamless execution of strategic initiatives. As it supports programs in the rare disease space, a deep commitment to improving patient outcomes and enhancing quality of life is essential.

This is a remote position or based in Bridgewater, NJ; however, frequent travel to patient support program sites is required. Travel is estimated at approximately 25% but may increase to 50% depending on the candidate's proximity to key program locations.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Pay Transparency:

The expected base pay range for this position is $180,000-$225,000. Please note that base pay offered may vary depending on factors including job-related knowledge, skills, and experience.

This position is eligible for a bonus in accordance with the terms of the applicable program. Bonuses are awarded at the Company's discretion. Mallinckrodt Pharmaceuticals offers employees a Total Rewards package which includes competitive pay and benefits. To learn more about our Total Rewards benefits please visit:Benefits & Well-Being

#LI-LM1