Hybrid Director, Patient Services

at Kerr Dental

• Job title: Director, Patient Services
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Barcelona, Spain

About the role

• Director of Patient Services overseeing patient support services strategy and governance. Ensuring operational delivery in compliance with local patient needs and quality standards.

Responsibilities

• 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.