Director, Patient Services Operations

Description

The Director, Patient Services Operations will play a critical role in designing, building, and operationalizing DBV’s patient support model in preparation for and following commercial launch. Reporting to the Senior Director, Patient Services & Trade, this individual will own the day-to-day operations of the patient services hub, copay and patient assistance programs, and supporting vendor relationships. The ideal candidate brings deep operational expertise in specialty or pediatric product launches, a patient-first mindset, and the ability to thrive in a lean, fast-moving, cross-functional environment.

Location : Warren, New Jersey - 3 days on site

Salary Range : $175-215K

Key Responsibilities

Hub & Program Operations

• Lead the 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 for internal and vendor-facing teams
• Manage operational readiness for launch, including hub go-live planning, systems testing (CRM, portals, e-services), and staffing models
  
  

Affordability & Access Programs

• Operationalize copay assistance, patient assistance program (PAP), and bridge/quick-start programs in partnership with legal and compliance
• Monitor program utilization, budget performance, and forecast implications; recommend design refinements based on data and field insights
• Ensure programs comply with all applicable federal and state regulations, including OIG guidance and manufacturer program requirements
  
  

Vendor & Budget Management

• Serve as primary operational point of 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 in partnership with procurement and legal
• Own operational budget tracking, accrual support, and invoice reconciliation for patient services programs
  
  

Data, Analytics & Reporting

• Define program KPIs and build reporting cadences that deliver actionable insights to commercial leadership (e.g., time-to-fill, conversion, adherence, program utilization)
• Partner with data & analytics teams to integrate hub data feeds with internal data warehouse and CRM; ensure data integrity and HIPAA-compliant data flows
• Translate patient journey friction points into operational solutions and program enhancements
  
  

Cross-Functional Leadership & Compliance

• Collaborate closely with Trade & Distribution, Market Access, Marketing, Field Reimbursement, Medical Affairs, Legal, and Compliance to ensure an integrated patient and provider experience
• Support the development of patient-facing and HCP-facing program materials through the promotional review process
• Champion a culture of compliance, ensuring all patient services activities adhere to relevant laws, regulations, and company policies (HIPAA, OIG, PhRMA Code)
• Contribute to launch planning workstreams and represent Patient Services Operations in cross-functional launch readiness reviews
  
  

Required

Qualifications :

• 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
• Experience supporting products with pediatric populations and caregiver-centric support models
• Familiarity with non-commercial pharmacy and alternate distribution models
• Vendor RFP and implementation experience (hub build or transition)
  
  

Behavioral Skills

• Curiosity: Keep on exploring uncharted territories. Always ask “why?” and more importantly “why not?”,
• Courage: Take smart risks, mentor each other to always do better & be accountable for our choices, our opinions, and our actions,
• Collaboration: Teamwork and spirit. Support each other and be equally involved in the achievement of our common goals,
• Credibility: Be transparent, follow through and build trust. Educate ourselves about our unique technology.
  
  

DBV Technologies is a global clinical stage biopharmaceutical company founded by pediatricians who believed that food allergies could one day be treated safely and effectively.

We are on a mission to advance epicutaneous immunotherapy using our innovative technology platform, Viaskin™, to develop treatment options for immunologic diseases with significant unmet medical need.

This mission drives our commitment to the advancement of treatments for patients and their families. That is why we are investigating a potential new class of immunotherapy, epicutaneous immunotherapy (EPIT), that aims to re-educate the immune system of patients through the skin.

Today, we are focused on exploring the use of Viaskin to address food allergies, a devastating condition that afflicts millions of patients. As an important milestone in our journey, we hope to offer the first epicutaneous immunotherapy treatment for peanut allergy.

Tomorrow, as pioneers, we will continue to explore the broad applications of this potential new class of immunotherapy, including treatments for patients suffering from inflammatory and autoimmune diseases.