Associate Director, Patient Support Services

Foster City
See job description.
August 10 2021
Position Type
Full Time
Organization Type

Associate Director, Patient Support Services
United States - California - Foster City

Gilead Sciences, Inc. is a research-based bio-pharmaceutical company that discovers, develops and commercializes innovative medicines in areas of unmet medical need. With each new discovery and investigational drug candidate, we seek to improve the care of patients living with life-threatening diseases around the world. Gileads therapeutic areas of focus include HIV/AIDS, liver diseases, cancer and inflammation, and serious respiratory and cardiovascular conditions.

Making an impact on a global scale
Inclusion is one of the companys five core values. Thats because we know that we are stronger and more innovative at Gilead when we are informed by a diverse set of backgrounds, experiences and points of view. Gilead Sciences is a biopharmaceutical company that discovers, develops and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide.

When you join Gilead, you join our mission to change the world by enabling people to live healthier and more fulfilling lives. Come join a mission-driven bio-pharmaceutical organization that values inclusion and diversity, has a strong portfolio of products, and is constantly #CreatingPossible

Associate Director, Patient Support Services

Located in Foster City, CA

At Gilead, we are driven to develop lifesaving products that make a difference for patients around the world. Every day, we to transform the promise of science and technology into breakthrough, innovative therapies that have the power to cure, prevent or treat disease. As a research-based biopharmaceutical company, we are revolutionizing healthcare by bringing medicines to patients in the areas of unmet need including HIV, AIDS, liver diseases, hematology and oncology, and inflammation and respiratory diseases. When you join Gilead, you join our mission to change the world by enabling people to live healthier and more fulfilling lives.

Making an impact on a global scale

For over 30 years, Gilead has been a leading innovator in treating and preventing HIV, but this expertise is just a foundation for our ambitions. As we continue to expand our scope into new disease states and new markets, we are investing in our global commercial capabilities.

Key Responsibilities:
The Associate Director, Patient Support Services is a position responsible for the strategic oversight of specific assigned Patient Support Programs; including, but not limited to patient/provider experience, operational excellence, service quality, operational efficiency, and overall engagement of programs. This role oversees the selection, management and quality assurance of third-party providers who partner to deliver key patient and access services. This leader needs to be able to design, plan, and pull through appropriate market-leading programs and services ensuring efficient, effective, compliant execution through vendors, and manage continuous improvement on an ongoing basis. To do so, the candidate will be required to have familiarity with the relevant customer/market needs and solutions, through strategy and operations management, including a high level of engagement with various internal and external partners.

This role will require a seasoned pharmaceutical industry professional that is accomplished in launching new patient services programs, including design and delivery, with strong knowledge of pharmacy and buy and bill health care reimbursement practices, CoPay financial support, and it's related compliance and regulatory requirements.

This role will be responsible for establishing a patient support strategy for each program he/ she supports, developing and maintaining collateral that is provided to our field teams, healthcare providers, managed market customers (i.e. Payers and Specialty Pharmacies) and patients that is in line with brand team objectives. This role will also drive patient access market research and understanding complex managed market environments to drive strategic improvements to the Gilead patient support programs.

It will be imperative that this role work very closely with the Leadership team to ensure strategic initiatives are well planned, executed and maintained. This role is expected to collaborate with cross functional leadership roles including but not limited to:
  • Patient support Operations Managers to successfully plan, budget and execute new and improved patient support offerings as well as address program enhancements
  • Trade team to ensure effective, ongoing communication is in place with contracted SPs
  • Commercial Legal to review potential patient support program enhancements

We value a leadership approach that is based and built on an understanding of the facts and potential solutions pertinent to patient support services. We value a style that is informed by active and thoughtful engagement of our internal and external partners, the patients who need our products, and various stakeholders that support us in achieving our patient support mission. We desire a leader who can quickly understand the needs of the organization and can adapt to changing and/or challenging conditions, at a moment's notice.

Responsibilities may include the following:
  • Leads the development and execution of patient/customer services to ensure exceptional customer experience and appropriate, compliant, operational excellence
  • Sets the framework for customer experience and program strategy (inclusive of financial support, digital/electronic tools and data needs) and drives both thought leadership and overall execution of patient support strategy and related tactics
  • Provides the overall patient services strategy for specific assigned therapeutic area, in collaboration with brand partners
  • Leads strategy and tactical coordination with other internal market access functional leaders and represents patient support business planning, and execution of patient support services
  • Design and Launch the development and implementation of optimal patient services strategies and ongoing assessment of the suitability of those strategies (in compliance with good governance that aligns with corporate guidelines)
  • Use of specific analytical tools and support systems that may be utilized to effectively manage programs, vendors, and account relationships
  • Effective and collaborative working relationships with external business partners, including patient services/Hub vendors, specialty pharmacies, consultants, and data analytics vendors, as well as internal departments such as Marketing, Analytics, Training, Compliance, Medical, Regulatory, and Legal
  • Liaise with Brand, Field Sales teams, Managed Markets Account Managers, and Trade TAM Account Managers
  • Works collaboratively with patient support leadership to ensure program visions and objectives are upheld while still supporting individual brand team objectives

  • BS/BA required along with 10+ years of related experience in the pharmaceutical, medical device, or biotech industry
  • Prior leadership roles in Patient Services, or other relevant market access service delivery function with comparable types of programs
  • Prior experience in long term strategy and execution
  • Experience managing vendors including consultants, agencies of record and third-party data suppliers
  • In-depth knowledge of health care reimbursement practices, services, technologies, and related compliance and regulatory requirements.
  • Capable of engaging senior management on patient services, customer experience, and financial matters

Expected Competencies:
  • Dealing with ambiguity
  • Proven experience developing and fully executing patient access programs
  • Exceptional written, verbal and presentation skills
  • Vendor Management
  • Building and leading teams
  • Leading without authority
  • Project management
  • Strategic planning and execution
  • Analytical thinking and problem solving
  • Comfortable with data analytics and presentation of findings
  • Financial budget management
  • Effective organizational management
  • Strong negotiation skills
  • Strong organizational skills; attention to detail
  • Proficient competency using Word, Excel and PowerPoint
  • Ability to multitask and manage multiple parallel projects
  • Ability to work with minimal supervision

The Gilead Difference

Everyone at Gilead is motivated by our overarching mission to discover and deliver innovative therapies that improve patient care in areas of unmet medical needs. But it's just what we do that gives us an edge, it's how we do it. We expect everyone at Gilead to lead by example, guided by our core values:

  • Integrity - Doing What's Right
  • Inclusion - Encouraging Diversity
  • Teamwork - Working Together
  • Accountability - Taking Personal Responsibility
  • Excellence - Being Your Best

For jobs in the United States:

As an equal opportunity employer, Gilead Sciences Inc. is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact for assistance.

For more information about equal employment opportunity protections, please view the EEO is the Law' poster.



Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.

Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.

For Current Gilead Employees and Contractors:

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