Associate Director, Patient Services – Operational Excellence

🕒 May 2

🏄 California, Massachusetts – Remote

🏄 California – Remote 🍂 Massachusetts – Remote

💵 $157k - $180k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Ionis Pharmaceuticals, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🧬 Biotechnology

💊 Pharmaceuticals

Biotechnology • Pharmaceuticals

Ionis Pharmaceuticals, Inc. is a biopharmaceutical company focused on discovering and developing RNA- and DNA-targeted medicines to treat serious diseases. The company leverages oligonucleotide chemistry and genetic insights to advance a pipeline of therapeutics across neurology, cardiometabolic disorders, and other high-need areas, conducting clinical trials and commercial collaborations to deliver medicines to patients. Ionis emphasizes scientific innovation, patient advocacy, and corporate responsibility in its efforts to translate genetic science into transformative therapies.

📋 Description

• Monitor and analyze key performance indicators (KPIs) across Patient Services programs and operations • Identify and communicate actionable insights beyond standard KPI reporting, with particular focus on launch-phase dynamics • Recommend and lead deep-dive analyses to uncover drivers of performance, operational gaps, and emerging trends • Synthesize and present findings to leadership, cross-functional stakeholders, and external partners • Identify operational pain points and opportunities for optimization aligned with brand and commercial objectives • Gather and synthesize feedback from internal stakeholders, patients, providers, and external partners • Develop, prioritize, and support implementation of solutions that enhance operational efficiency and patient experience • Partner with the Innovation Lab and external collaborators to pilot new approaches and scale successful solutions • Support implementation and ongoing optimization of hub services and patient affordability programs • Lead day-to-day management of Patient Services vendors, ensuring high-quality, compliant, and efficient service delivery • Proactively identify and escalate risks, performance issues, and improvement opportunities • Collaborate cross-functionally to ensure vendor adherence to regulatory, quality, and contractual requirements • Serve as a subject matter expert on Patient Services operations across internal teams

🎯 Requirements

• Bachelor’s degree required (Business, Life Sciences, or related field). • Master's degree preferred. • At least 12 years of progressively responsible experience in pharmaceutical/biotech Patient Services operations (hub, specialty pharmacy, or affordability), or equivalent with a Bachelor's degree; or at least 8 years of experience with a Master's degree. • Demonstrated experience in Patient Services operations, including hub services and/or access & affordability programs • Strong understanding of specialty pharmaceuticals and patient access dynamics preferred • Proven track record in operational excellence, process improvement, and vendor management • Exceptional analytical, strategic thinking, and problem-solving capabilities • Ability to translate complex operational data into clear, actionable insights for diverse audiences • Strong interpersonal and collaboration skills; ability to influence without authority • Highly organized with the ability to manage multiple priorities in a fast-paced environment • Proficiency in Microsoft Office Suite

🏖️ Benefits

• Highly competitive benefits