Director, Patient Services Operations – Biopharmaceutical/Pharma Experience

DBV Technologies

. Design, build, and operationalize DBV’s patient support model before and after commercial launch .

Posted 9/25/2026full-timeWarren • New Jersey • United StatesLead💰 $175,000 - $215,000 per yearWebsite

About the role

Key responsibilities & impact

Design, build, and operationalize DBV’s patient support model before and after commercial launch
Own day-to-day operations of the patient services hub, copay and patient assistance programs, and supporting vendor relationships
Lead design, implementation, and ongoing management of the patient services hub, including benefits verification, prior authorization support, and patient onboarding workflows
Oversee daily hub vendor performance, including SLA/KPI management, quality monitoring, call calibration, escalation resolution, and continuous process improvement
Develop and maintain program business rules, standard operating procedures, work instructions, and training materials
Manage operational readiness for launch, including hub go-live planning, systems testing, and staffing models
Operationalize copay assistance, patient assistance, and bridge/quick-start programs with legal and compliance
Monitor program utilization, budget performance, and forecast implications; recommend design refinements
Ensure compliance with federal and state regulations, OIG guidance, and manufacturer program requirements
Serve as primary operational contact for hub, copay, PAP, and non-commercial pharmacy vendors; lead QBRs and performance reviews
Manage RFP processes, contracting support, statements of work, and change orders
Own operational budget tracking, accrual support, and invoice reconciliation
Define program KPIs and reporting cadences for commercial leadership
Partner with data and analytics teams to integrate hub data feeds with the internal data warehouse and CRM and ensure HIPAA-compliant data flows
Translate patient journey friction points into operational solutions and program enhancements
Collaborate with Trade & Distribution, Market Access, Marketing, Field Reimbursement, Medical Affairs, Legal, and Compliance
Support development of patient-facing and HCP-facing materials through promotional review
Champion compliance with HIPAA, OIG, PhRMA Code, applicable laws, regulations, and company policies
Contribute to launch planning and represent Patient Services Operations in launch readiness reviews

Requirements

What you’ll need

Must have biopharmaceutical/pharma experience
Bachelor’s degree required; advanced degree (MBA, MPH, PharmD) a plus
8+ years of progressive experience in the biopharmaceutical industry, with 5+ years in patient services, hub operations, or specialty pharmacy/access roles
Direct experience launching or operating patient support programs for a specialty, rare disease, or pediatric product
Demonstrated success managing hub services vendors, copay programs, and PAPs, including SLA/KPI oversight and QBR leadership
Strong working knowledge of US reimbursement landscape (commercial, Medicaid, Medicare), benefits verification, and prior authorization processes
Familiarity with relevant compliance frameworks (HIPAA, OIG guidance, anti-kickback considerations for manufacturer programs)
Experience with patient services technology platforms (CRM, e-BV/e-PA tools, patient portals)
Excellent project management, analytical, and communication skills; able to distill complex operational data into clear recommendations
Preferred: experience in pre-launch/launch environments at emerging or mid-size biotech
Preferred: experience supporting products with pediatric populations and caregiver-centric support models
Preferred: familiarity with non-commercial pharmacy and alternate distribution models
Preferred: vendor RFP and implementation experience (hub build or transition)