Director, Patient Support Programs

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Company Description

The Klick Group—comprising Klick Health (including Oxford PharmaGenesis, Klick Katalyst, and btwelve), Klick Media, Klick Applied Sciences (including Klick Labs), and Klick Consulting—is an ecosystem dedicated help life sciences brands achieve their full potential through best-in-class marketing and advertising, media, medical affairs and communications, market access, real-world evidence, and technology and analytics consulting — powered by 500+ in-house medical experts and award-winning data science and AI capabilities. Founded in 1997, we have offices in Toronto, New York, Oxford, London, Cambridge, Cardiff, Melbourne, Philadelphia, Saratoga Springs, São Paulo, and Singapore. One of the most-awarded health agencies on the planet, Klick is consistently recognized for its people-first culture as a Great Place to Work, Best Workplace for Women, Best Workplace for Inclusion, Most Admired Corporate Culture, and FORTUNE Best Workplace in Advertising. Klick also recently made history as Cannes Lions Healthcare Agency of the Year, Healthcare Network of the Year, and Independent Agency of the Year – Health.

About our Market Access Craft

Our Market Access team, part of our Medical Craft, brings payer, policy, and healthcare system perspectives into brand planning. The team helps clients navigate access, reimbursement, and value conversations across markets. By understanding real-world barriers and opportunities, they connect innovation to adoption. Their work supports strategies that are both aspirational and achievable.

Job Description

Klick is seeking a Director, Patient Support Programs to lead the implementation, launch, and ongoing delivery of patient support programs (PSPs) for pharmaceutical and biotechnology clients. This role translates PSP strategy into operational programs that improve patient access, affordability, treatment initiation, and adherence. Working with client stakeholders, HUB providers, specialty pharmacies, and cross-functional teams, the Director oversees program requirements, partner coordination, launch readiness, and performance optimization.

What You’ll Do

  • Lead end-to-end PSP implementation, translating approved strategies into service models, patient and provider journeys, operational workflows, implementation plans, and launch milestones.
  • Develop and oversee PSP business requirements, enrollment and consent materials, patient communications, call guides, training resources, and medical, legal, and regulatory review deliverables.
  • Coordinate HUB providers, specialty pharmacies, nurse support services, patient engagement partners, and field reimbursement teams to establish service standards, escalation procedures, and operational handoffs across benefits verification, prior authorization, affordability, and adherence services.
  • Direct PSP launch readiness and ongoing delivery, including standard operating procedures, vendor onboarding, user acceptance testing, privacy and pharmacovigilance requirements, client working sessions, budgets, and cross-functional issue resolution.
  • Monitor PSP performance using HUB, specialty pharmacy, and patient engagement data; establish KPIs for time to therapy, first-fill conversion, patient leakage, persistence, and partner performance, and implement improvements based on program results.

Qualifications

Required:

  • 8+ years of experience in pharmaceutical patient services, HUB operations, specialty pharmacy, or PSP agency/consulting delivery, including direct ownership of PSP implementation and cross-functional program delivery.
  • Demonstrated experience implementing U.S. patient support programs across reimbursement, benefits verification, prior authorization, affordability, and adherence, including commercial and government insurance and medical versus pharmacy benefits.
  • Proven ownership of PSP launches, including implementation plans, service models, business requirements, patient and provider workflows, training materials, and operational readiness deliverables.
  • Experience managing HUB providers, specialty pharmacies, patient engagement partners, and field reimbursement teams, including vendor responsibilities, service-level expectations, escalation procedures, and operational handoffs.
  • Experience analyzing PSP operational data and performance measures, including time to therapy, first-fill conversion, patient leakage, and persistence, with examples of improvements implemented.
  • Demonstrated experience leading pharmaceutical client engagements, cross-functional teams, scopes, budgets, and delivery reviews, including presenting recommendations and resolving operational challenges.

Desired:

  • Comfort and enthusiasm for using AI as a regular part of how work gets done.
  • Experience implementing Quick Start, Bridge, copay assistance, and patient assistance programs, including eligibility requirements and transitions to paid therapy.
  • Experience delivering nurse education, behavioral adherence support, caregiver engagement, and patient re-engagement programs.
  • Experience implementing patient support programs in specialty, rare disease, or oncology therapeutic areas, including self-administered and provider-administered therapies.
  • Experience developing PSP content libraries, field training resources, and patient engagement materials through medical, legal, and regulatory approval processes.
  • Familiarity with HIPAA, pharmacovigilance, adverse event reporting, PSP vendor selection, CRM integrations, and data reporting across HUB and specialty pharmacy partners.

Additional Information

Our Commitment to Inclusion

Klick is consciously creating a culture where everyone can thrive and grow in their careers. We believe that our best work comes from our diverse backgrounds, perspectives, and skills. We strongly encourage members of historically underrepresented communities to apply, including Black people, Indigenous peoples, and other people of color, people with disabilities, people from gender and sexually diverse communities and people with intersectional identities. We're also committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please contact us at careers@klick.com and we will work with you to meet your accessibility needs and ensure you have a positive experience.

Klick uses an AI-powered tool as part of an automated process to support our hiring process by analyzing your experience, skills, and qualifications to help identify alignment with role requirements. Please note that the tool does not make final decisions or automatically disqualify candidates. Hiring decisions are made by our team, with thoughtful human judgment and oversight. We are committed to fair and transparent hiring practices and have implemented safeguards to help mitigate bias and support compliance with applicable laws. If you have questions, accessibility needs, or concerns about the use of this tool, please contact us.

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Equal Opportunity

Klick embraces diversity and equal opportunity. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration without regard to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, disability, age, marital status, or family status. If you require disability-related accommodation during the application or interview process, simply let us know and we'll work with you to ensure you have a positive experience.