Sr Director, Patient Access Support Services (Hybrid)

Position Overview:
 

As the Sr. Director, Patient Access Services, you will play a key role in developing and leading the strategy and execution of the full scope of patient access capabilities supporting diabetes therapies.  This includes leadership in programs management in pharmacy benefit support, reimbursement strategy, and field reimbursement teams.  This role is pivotal in ensuring patients living with diabetes can access therapies efficiently and affordably, while fostering a high-performing, collaborative, and innovative team culture rooted in Insulet’s Ways of Working.

We’re looking for:

• A strategic expert who understands how to create a competitive advantage through effectively building a Patient Access Services organization that addresses end-to-end reimbursement challenges for all patient types

• A platform optimization champion who knows how to select, implement, and continuously evolve commercial platforms to meet user needs and deliver measurable business outcomes

• A trusted advisor and influencer who can engage national, regional and district sales stakeholders to align diverse priorities that enhance the patient reimbursement experience

• A collaborative leader who fosters alignment, drives accountability, and thrives in a highly matrixed environment

Responsibilities:

Strategic Leadership

• Develop and lead national patient access strategies for diabetes therapies reimbursed under the pharmacy benefit.

• Oversee the design and execution of patient support programs including copay assistance, prior authorization, benefits investigation, and specialty pharmacy coordination.

• Align access strategies with commercial, medical, and market access teams to support insulin delivery and diabetes management solutions.

Operational Oversight

• Lead all operational aspects of patient services, including HUB services, call centers, and vendor management.

• Ensure SOPs, training, and compliance standards are met across all patient-facing operations.

• Monitor KPIs and patient experience metrics to drive continuous improvement and ensure timely access to diabetes therapies.

Field Reimbursement Team Leadership

• Direct and support the Field Reimbursement Manager (FRM) team to ensure effective payer navigation and provider engagement for diabetes care.

• Establish clear goals, performance metrics, and development plans for FRMs.

• Integrate field insights into broader access strategy and operational planning.

Cross-Functional Collaboration

• Collaborate directly with Inside Sales, Field sales, US Commercial Analytics and other departments

• Partner with payer strategy, government affairs, and analytics teams to ensure seamless access and data-driven decision-making.

• Collaborate with HEOR and commercial teams to assess program impact and ROI, especially in the context of diabetes outcomes and adherence.

Education & Experience

Minimum Qualifications

• Bachelor’s degree

• 15+ years in the pharmaceutical or medical device industry

• 10+ years in patient access, market access, or reimbursement strategy.

• Experience standing up a patient services and/or field reimbursement manager capability.

• Proven success in leading national patient support programs, preferably for diabetes therapies or insulin delivery systems.

• Experience managing third-party vendors and cross-functional teams.

• Deep understanding of the diabetes payer landscape, specialty pharmacy operations, and regulatory compliance.

Preferred

• Advanced degree (MBA, PharmD, MPH)

Skills and Competencies

• Ability to design and lead enterprise-wide patient reimbursement strategies enabling governance, scalability, and value creation

• Ability to connect business insights to action, translating data capabilities into tangible commercial impact 

• Capacity to navigate complexity across the matrix organization aligning patient services needs and commercial objectives 

• Highly skilled in aligning individual and organizational goals, providing thoughtful performance management, investing in talent development, and inspiring a culture of continuous improvement and excellence.

• Ability to manage time and priorities effectively, delivering accurate, high-quality work in fast-paced, deadline-driven environments

• Ability to manage ambiguity and drive progress in evolving enviro