Director of Patient HUB Services – (Boston, USA)

The Company:

Cycle Pharmaceuticals was founded in 2012 with the sole aim of delivering best-in-class drug treatments and services to the under-served rare disease patient community.

We focus on rare metabolic and neurological genetic conditions. Our patients typically require life-long treatment with life-saving medicine. Frequent and forever drug treatment can significantly impact the quality-of-life of patients. It can also impact the lives of their families and other caregivers. Cycle’s approach is to utilize the latest cutting-edge pharmaceutical technologies to deliver the required medicine, with the minimum impact on daily routines.   Just as importantly, Cycle is committed to provide individualized support services to patients, families, caregivers and the healthcare professional community. For more information please visit:


Job Title:                          Director of Patient HUB Services

Reports To:                     Head of Operations – US

Cycle Company:             Cycle Pharmaceuticals, Inc

Location:                         Boston, MA and/or Remote


Position Summary:  We have a unique opportunity for an experienced patient support leader who is inspired to buildout a dedicated patient support organization which will help improve the lives of patients with rare diseases. As Cycle’s Director of Patient HUB Services, you will lead and develop our patient support strategy to create the ideal patient support journey and experience.

The role covers the design, launch, and operational management of the patient support programs for Cycle’s on-market and pipeline therapies. This essential role is responsible for designing and managing the interface and operations of the patient services HUB, all patient access and support services, including the call center, reimbursement services, financial assistance, long-term compliance and persistency support, and other key services for patients, caregivers and providers. In addition you will create and measure (KPIs) and lead data integration projects to work closely with all other internal stakeholders.


Key Duties and Responsibilities:

  • Lead the design, build-out and operationalization of patient access and support services for Cycle’s commercially available and future pipeline products
  • Manage HUB vendors and partners for external patient support and functions
  • Design and implement CRM operations workflow and CTI communications systems
  • Help define the case manager role, interview, and train an in-house team of case managers
  • Manage patient reimbursement support and financial assistance programs
  • Collaborate with cross-functional stakeholders to implement program elements and continuously improve program offerings
  • Monitor and manage the day-to-day relationship, operations, and performance of highly customer-focused HUB / patient access call center (including call-center support, copay card, free drug and on-going support, etc.)
  • Assist with data integration between HUB, Specialty Distributors (SDs), Specialty Pharmacies (SPs), 3PL, 3rd party data aggregator and internal customer-relationship management data warehouse
  • Work with Supply Chain to manage specialty pharmacy partners
  • Develop detailed process workflows, SOPs and KPIs
  • Manage Month-end & Quarter-end reconciliation; including cross functional partnership with finance, supply chain, & data aggregation partner(s)
  • Ensure full legal and regulatory compliance in HUB operations to include patient support services
  • Provide competitive intelligence regarding marketplace access programs and services
  • Partner with Cycle’s Regulatory and Quality departments to ensure full drug safety compliance



Basic Qualifications:

  • Minimum 8 years of biopharma experience
  • Minimum 5 years of biopharma HUB-related patient support experience
  • Experience in building and implementing patient support systems product launch, building and implementing patient support systems, building and managing patient support teams, and working with external partners
  • Proficiency in all aspects of patient reimbursement (commercial and government), including benefit investigation, prior authorization, appeals, and payer policies and procedures
  • Knowledge of commercial copay programs, patient assistance programs and foundation support
  • Specialty pharmacy experience, including day-to-day management of programs
  • Knowledge of HIPAA regulations, patient privacy and other legal policies
  • Understanding of, and experience with, regulatory framework applicable to interactions with HCPs, payers, advocacy and other business partners.
  • Strong strategic thinking and ability to identify key dynamics amidst complexity
  • Ability to inspire, motivate a team and drive for results
  • Excellent project management ability
  • High attention to detail, diligence and reliability
  • Ability to work quickly and flexibly with resource constraints
  • Strong interpersonal skills
  • Strong, natural empathy and patient focus
  • Ability to work both independently and collaboratively with a diverse team
  • Partner management experience
  • Results-driven mindset
  • High level of ability in Word and PowerPoint
  • Ability to travel in the U.S. and globally (up to about 30% travel)
  • Bachelor’s degree In business or related field, MBA a plus


Preferred Qualifications:

  • 10+ years of biopharma HUB-related patient support experience
  • 5+ years of rare disease and/or neurology experience
  • Documented experience in leading the buildout of a biopharma patient support HUB
  • Industry experience with the US and EU markets
  • Knowledge and experience with speciality products to include patient assistance programs


What makes this role special:

  • Seek to have a profound impact on patients and their families.
  • Work on a portfolio of multiple potential therapies.
  • Develop strategy, as well as manage execution
  • Help shape the culture and future of an emerging pharmaceutical company with a grand vision
  • Collaborate with a growing team of experienced professionals
  • Learn from a strong leadership team a with a proven history of success

Please send us your CV and covering letter
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