Aug 06, 2022

Director, Sleep Patient Support Services & Customer Experience - Remote

  • Jazz Pharmaceuticals
  • Philadelphia, PA, United States

Job Description

Jazz Pharmaceuticals plc (NASDAQ: JAZZ) is a global biopharmaceutical company whose purpose is to innovate to transform the lives of patients and their families. We are dedicated to developing life-changing medicines for people with serious diseases - often with limited or no therapeutic options. We have a diverse portfolio of marketed medicines and novel product candidates, from early- to late-stage development, in neuroscience and oncology. We actively explore new options for patients including novel compounds, small molecules and biologics, and through cannabinoid science and innovative delivery technologies. Jazz is headquartered in Dublin, Ireland and has employees around the globe, serving patients in nearly 75 countries. For more information, please visit and follow @JazzPharma on Twitter.


Jazz Pharmaceuticals is an international biopharmaceutical company focused on improving patients’ lives by identifying, developing, and commercializing meaningful products that address unmet medical needs. We are continuing to expand our commercial product portfolio and our research and development pipeline in therapeutic areas that can leverage our unique expertise.

Our therapeutic areas of focus include sleep and hematology/oncology – areas in which we have a deep understanding of the patient journey and a suite of products and product candidates to address critical needs.

We are looking for the best and brightest talent to join our team.  If you’re looking to be a part of a company with an unwavering commitment to improving patients’ lives and being a great place to work, we hope you’ll explore our career openings and get to know Jazz Pharmaceuticals. 

Position Profile

The Director, Sleep Patient Support Services & Customer Experience will personally oversee the design and management of customer-facing technologies, operations and processes for attaining commercial drug, free drug, and patient support as well as overall service customer experience. This is the person who will serve as the primary point of contact and will be looked to by brand marketing, sales, market access, providers, and patients for solutions as accountable for services and customer experience. This critical role requires a seasoned professional with leadership experience across the Bio/Pharma industry. The successful candidate will lead the strategic design, implementation and operations for the company’s patient reimbursement and support services across the company’s portfolio of Sleep products. This includes complex technology system development and delivery, supervising HUB/call centers, nurse case managers, copay programs, PAP and all other service vendors. Responsibilities include but are not limited to Patient Reimbursement HUB, Financial Support Programs, Case Management Support and related patient support programs. The role functions as a subject matter expert on patient reimbursement support services and collaborates cross functionally within the commercial organization to design and implement programs that support the company’s patient access objectives.


  • Leads the team of Patient Support and Customer Experience experts accountable for services and overall services customer experience
  • Works closely with several cross-functional stakeholders including US Market Access, Commercial Operations, Marketing, Sales, Compliance, Legal, Medical and Market Access and Commercial Analytics along with relevant external customers and stakeholders
  • Has significant interaction with Senior Commercial and Legal leadership to accomplish overall business objectives
  • Oversees existing patient access programs, day to day operations with a focus on operational excellence in support of patient needs
  • Manages external partner performance against contractual arrangements, SOPs, SLAs, KPIs, and to budget
  • Maintains program SOPs, business rules, exceptions processes, workflows, scripting, training and reports
  • Negotiates and executes contracts/SOWs and budgets for desired services
  • Develops project timelines for new and enhanced services and manages through to completion Identifies and communicates strategic insights and trends in health plan coverage, healthcare reform, patient access and provider needs
  • Supports Access & Reimbursement Management and Managed Care teams’ reimbursement needs with strong communication and timely customer service to address customer needs
  • Develops strategic recommendations and implementation plans for sleep patient support services
  • Achieves brand specific patient access objectives and KPI’s at launch and throughout the product lifecycle and ensures that operations are in place to provide optimal reimbursement support
  • Leads the design, implementation and ongoing management of all patient reimbursement HUB services programs
  • Develops performance dashboards and interprets hub data for purposes of assessing market access trends, hub program utilization, and performance against defined KPIs
  • Supports the annual brand planning process with data driven service and customer experience
  • Demonstrates fiscal discipline and accountability to effectively and efficiently manage external partners and vendors performance through appropriate metrics

Required / Preferred Education and Licenses:

  • Bachelor’s degree required, MBA preferred
  • Minimum of 8-10 years of experience within the biotech/specialty pharmaceutical/pharmaceutical industry.
  • Experience working with or in Patient Support Services Operations.
  • Product launch experience desired
  • Excellent analytical (qualitative and quantitative), strategic thinking, creativity and problem solving skills
  • Good communicator with ability to influence others and strong executive presence
  • Self-directed, hands-on approach, comfortable with broad and varied job responsibilities
  • Track record of successfully managing and leading vendor relationships from both a strategic and operational perspective and achieving results
  • In depth knowledge of pharmaceutical manufacturer compliance requirements, patient confidentiality (HIPAA regulations), product reimbursement and product access
  • Knowledge and experience in Medicare Parts A-D, Medicaid, and private payer policies, reimbursement process, health policy, areas of coverage, payment, coding, pharmacy benefit and Specialty Pharmacy operations
  • Experience with Commercial Brand Planning process, able to translate brand disease state and business drivers into patient support programs and operational requirements
  • “Customer First” customer service orientation—puts the customer at the center of all business activities

Description of Physical Demands:

  • Occasional mobility within office environment
  • Routinely sitting for extended periods of time.
  • Constantly operating a computer, printer, telephone and other similar office machinery.

Description of Work Environment:

  • Works indoor in normal office environment with little exposure to excessive noise, dust, and fumes
  • Frequent computer use at workstation
  • May move from one work location to another occasionally

Jazz Pharmaceuticals is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any characteristic protected by law.

Jazz Pharmaceuticals is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any characteristic protected by law.

Apply Now