Novartis

Director, Patient Services

Novartis

full-time

Posted on:

Location Type: Office

Location: Barcelona • Spain

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Job Level

Lead

About the role

  • Owns Patient Services strategy aligned to TA/Brand objectives and patient needs, with accountability for service portfolio governance and lifecycle management.
  • Ensures all patient services operate in full alignment with compliance, regulatory, medical, and quality standards.
  • Drives end-to-end execution of Patient Services programs, ensuring operational readiness, consistency, and reliability across markets and vendors while proactively identifying and mitigating operational and delivery risks.
  • Responsible for Patient Services performance management, defining and tracking KPIs including time to treatment initiation, adherence and persistence, as well as service utilization and drop-off.
  • Acts as the primary liaison with ONE Patient Support Program (PSP) CRM and other patient solutions to ensure seamless service integration, data quality, and operational effectiveness.

Requirements

  • 10+ years of experience in Patient Services, Patient Support Programs, Medical Operations, or related roles within pharmaceutical, biotech, or specialty care environments
  • Demonstrated experience designing, governing, and delivering patient service programs aligned to TA/Brand strategies
  • Strong knowledge of regulatory, compliance, medical, and quality requirements impacting patient services tools and PSPs.
  • Proven experience managing service performance through KPIs
  • Experience leading cross-functional collaboration in matrixed organizations
  • Strong operational leadership skills, including vendor management and oversight of external service partners
  • Proficient English, both written and spoken.
Benefits
  • Commitment to Diversity and Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Patient ServicesPatient Support ProgramsMedical OperationsKPI managementService portfolio governanceLifecycle managementOperational readinessData quality managementRisk mitigation
Soft Skills
Operational leadershipCross-functional collaborationVendor managementCommunicationAccountability