Director - Patient Support Operations

Facility:  Marketing and Market Access

Plainsboro, NJ, US

About the Department                                                                                                                                                 

At Novo Nordisk, our Strategy, Finance, and Operations team works to provide strategic direction to the company, ensuring that everything we do is viable and built to last. Overseeing and safeguarding Novo Nordisk’s short and long-term planning, the Strategy, Finance and Operations team works closely with the business across the organization to develop strategies and business plans, monitor industry trends, and provide operating recommendations. We regulate accounting, uphold workplace safety, manage our supply chain and sampling, support technology, provide commercial insights & analytics, maintain our facilities and assure the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent. And we reward hard work and dedication with the opportunity for continuous learning and personal development. Are you ready to realize your potential?


The Position

Accountable for leading the day-to-day operations of patient support program live support hubs. Additionally, this person will be responsible for driving new initiatives related to products and appropriate patients to ensure these programs provide best-in-class support while keeping a close eye on the budget and continuously evaluating approach for efficiencies. This individual will maintain a high-level of collaboration and integration with all relative field teams (Sales, Field Reimbursement Managers, and Market Access), Brand Marketing, Training, Market Access & Public Affairs, Trade, Legal, Compliance, Finance, Health Economics & Outcomes Research (HEOR), and Market Research. The position has high exposure to senior management and requires a highly motivated individual who is able to work cross-functionally & independently in order to accomplish objectives.



Reports to the Senior Director, Patient Support Programs COE. Key internal relationships include brand marketing, market access, commercial insights and analytics, sales, medical/CMR, legal, compliance, and regulatory. Other internal relationships include Public Affairs, Government Affairs & US Corp Giving & Social Impact. External relationships include relations with patient/caregiver consultants and, key opinion leaders (KOLs), professional organizations, customers and patient support service providers and organizations. Supervises patient operational hub/case management leads across portfolio.


Essential Functions

  • Operational Management & Business Support
    • Support all inline and future launch products. This includes supervising HUB/case management centers, and related reimbursement support programs/services
    • Oversee existing patient support programs, day to day operations with a focus on operational excellence in support of patient needs
    • Lead design, implementation and ongoing management of all live support patient reimbursement HUB patient support programs
    • Develop performance dashboards and interpret operational data for purposes of assessing market access trends, hub program utilization, and performance against defined KPIs
    • Function as subject matter expert on patient reimbursement support services and collaborate cross functionally within the commercial organization to design and implement programs that support the company’s patient support objectives for inline and launching brands
    • Champion integrated approach across teams to provide a best-in-class service offering to internal and external customers
    • Enhance the customer experience via benchmarking, customer feedback, auditing and active call monitoring
    • Ensure strong collaboration with relevant cross-functional stakeholders
    • Develop and maintain SOPs and business rules related to all US patient support. Maintain program SOPs, exceptions processes, workflows, scripting, training and reports. Manage external partner performance against contractual arrangements, SOPs, KPIs, and budget
    • Drive development of company-wide processes and guidelines to support customer-focused objectives
  • Fiscal Management
    • Demonstrate fiscal discipline and accountability to effectively and efficiently manage external partners and vendors’ performance through appropriate metrics. Negotiate and executes contracts / SOWs and budgets for desired services
  • Field Engagement & Issue Management
    • Builds and maintains trusting, collaborative relationships and alliances with internal and external partners, focused on addressing key business issues, objectives, and processes
    • Works closely with Sales, Marketing & Market Access teams to ensure the successful execution of high-impact program strategies that support patients
    • Responsible for communication and engagement strategies between field sales, marketing and reimbursement support partners to ensure awareness and escalation of reported issues and customer concerns
    • Engages regularly with healthcare professionals to address concerns and drive ongoing and appropriate patient support experiences
    • Develops solutions to effectively address issues/obstacles and ensures implementation and communication of best practices
    • Oversees coordination of agency training in line with business objectives and with input where appropriate from marketing/sales/legal/compliance
    • Develops and presents compelling plans and recommendations for management endorsement
  • Insight Generation
    • Identify and communicate strategic insights and trends in health plan coverage, competitive support offerings, healthcare reform, patient access and provider needs. Develop strategic recommendations and implementation plans for patient support programs
    • Support the annual brand planning process with data driven insights
    • Lead and execute ongoing analyses of the market in terms of coverage and reimbursement issues impacting Novo Nordisk’s products, existing and emerging payer policies, competitive reimbursement landscape, trends, pricing, contracting strategies and potential barriers to provider and patient access
  • Customer Support
    • Acts as a key representative of Novo Nordisk, on behalf of Patient Support Programs, to outside organizations and healthcare professionals
    • Attends key customer meetings to proactively remain up-to-date on changes and related needs for patient support
    • Develops recommendations and implements program changes to ensure ongoing compliance, industry competitiveness and operational excellence
    • Collaborates with internal and external stakeholders to ensure completion of data feed enhancement and mapping with recent data capture enhancements


Physical Requirements

10-20% overnight travel required.


Novo Nordisk requires all new hires, both Field and Office-based, to be fully vaccinated with a COVID-19 vaccine prior to the first date of employment. As required by applicable law, Novo Nordisk will consider requests for reasonable accommodation for those unable to be vaccinated. You will be required to upload an image of your COVID-19 vaccine card at the time of hire and/or on your first day of employment.


Development of People

Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process. Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility. Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.



  • Bachelor’s degree or equivalent required, MBA-preferred
  • 10+ years of progressive brand management/marketing and/or sales/operations experience required
  • 5+ years of experience with patient support hubs, specialty pharmacies and/or healthcare institutions required
  • Agency/Vendor management experience required
  • Ability to lead and collaborate on cross-functional teams required
  • Anticipates problems and roadblocks to avoid crisis management
  • Must have proven track record of developing accurate short- and long-term business plans, results and follow up
  • Must have solid understanding of the pharmaceutical marketplace including legal, medical, regulatory and clinical processes
  • Develops accurate short- and long-term plans, forecasting, and business analysis
  • Ensures timely execution and follow-up. Meets deadlines
  • Intermediate proficiency in Windows, MS Word, PowerPoint and Excel required


We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. 


At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.


Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.


If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.