Senior Director, Reimbursement and Patient Support

Deerfield, Illinois
Jan 11, 2022
Administration, Finance
Required Education
Bachelors Degree
Position Type
Full time

Do you want to join a team where the mission is meaningful, the challenges are complex, and you can directly see the results of your hard work? At Lundbeck, we are tirelessly dedicated to restoring brain health, so every person can be their best. Inspired and driven by our purpose, we are the only global biopharmaceutical company focused solely on brain diseases. We have a robust and innovative pipeline, bringing forward transformative therapies to address unmet needs in neurology and psychiatry. Join us on our journey of growth!


Relocation available for this position


The Senior Director, Reimbursement and Patient Support leads a team responsible for strategic evolution and day-to-day operations of Lundbeck’s programs including: HUB, Co-Pay, and Field Reimbursement Services. This leader will ensure optimal access for patients by evaluation and addressing pain points along the journey. In addition, they will oversee the program managers that manage the day-to-day operations of Lundbeck’s patient support and co-pay programs to ensure compliance and optimal program performance.



  • Lead HUB and Co-Pay services inclusive of:
    • Implement, and manage the Patient Services 3-5 year strategic plan & vision in collaboration with key stakeholders that includes HUB and Co-Pay
    • Evolve current patient support ecosystem to be able to support the increasingly individualized needs of future patients with specific near-term focus on improving patient access.
    • Provide leadership and oversight of the program managers who oversee day to day operations of the HUB and co-pay assistance program by establishing and monitoring program goals and key performance indicators to ensure effective functioning.
    • Lead the team to ensure 3rd party providers are providing contracted services and data as well as leading quarterly business reviews. 
    • Create / gain alignment on, and achieve performance metrics across Patient Support Services (PSS) to enable recommendations for enhanced enterprise operational performance.
    • measuring physician, customer and patient satisfaction of offerings and propose solutions to make improvements where necessary (in partnership with the Brand Lead and the Senior Director of Customer Experience)


  • Manage Field Reimbursement Services team inclusive of:
    • Implementing a 3-5-year strategic plan & vision in collaboration with key stakeholders that accounts for product portfolio and external benchmarks as well as appropriate team sizing
    • Evolving existing Rules of Engagement to appropriately reflect the external landscape and business needs
    • Managing external service provide against contractual arrangements (including KPIs) and to budget, including Quarterly Business Reviews, Training Reports
    • Establish processes to ensure strong, and compliant, collaboration with HUB teams and field personnel (eg, sales)
    • Ensuring clear strategic direction and strong execution against Lundbeck goals
    • Creating and gain alignment on key metrics to measure performance of FRS team and enable recommendations for enhanced enterprise operational performance.
    • measuring customer satisfaction of offerings and propose solutions to make improvements where necessary (in partnership with the Brand Lead and the Senior Director of Customer Experience),


  • Collaborate with stakeholders across the organization including:
    • Collaborate with cross-functional partners, such as teh Senior Director of Customer Experience Strategy and Market Access Strategy, to identify opportunities to optimize and enhance programs to support the brand strategy and reduce real and perceived patient access barriers. 
    • Collaborate cross functionally to ensure internal and external stakeholders (marketing, market access, trade and sales) are properly educated on the features and benefits of Lundbeck’s physician and patient services programs and compliant materials are created for appropriate stakeholders.
    • In partnership with Sourcing, oversee negotiations and execute complex contracts/SOWs for desired services.


  • Lead team by:
    • Building, developing, and leading an industry-leading team that focuses on a high- performance culture and strong accountability
    • Actively participating in shaping the overall culture of the Market Access team supporting talent attraction, retention, and career-development
    • Providing leadership and oversight of the program managers who oversee day to day operations of the HUB and co-pay assistance program
    • Creating an environment that inspires and enables team members to collaborate and move the organization forward.


  • Other responsibilities may include:
    • Ensuring effective budget planning and secure resources to enable planned strategy related projects can be conducted effectively.
    • Communicating project issues and progress effectively and in a timely manner to all stakeholders.
    • Collaborating with Market Access strategy, trade, Payer Account teams, sales, brand marketing, medical legal, finance, accounting, operations, and brand leads to identify new opportunities and improvements to patient services and systems
    • Maintaining a solid understanding of areas related to patient services including HIPAA compliance, patient privacy/permission, and optimal patient interactions in order to lead and facilitate PSS BU strategy discussions.
    • Ensuring that all actions, and those of the team both internally and through vendors working on our behalf, are in compliance with all laws, regulations and policies and demonstrate Company beliefs.



  • Accredited Bachelor’s Degree
  • 12+ years of commercial experience (i.e. sales, marketing, market access)
  • 6+ years experience in the pharmaceutical or biotech industry
  • Experience working on marketing or patient support services programs with preferred experience in infusion biologics and pharmacy benefit products
  • Deep knowledge of regulations governing patient identifiable information, HUB models, distribution models, and market access / reimbursement landscape.
  • Must be agile in their approach and be able to pivot from a tactical mind set to a strategic one on a daily basis and communicate at an executive level
  • Strong analytical, critical thinking and interpersonal skills with the ability to speak and write persuasively and with clarity
  • A proven track record of being able to work under deadlines and an ability to work collaboratively in a fluid organizational environment
  • Must be able to lead without direct authority by influencing, inspiring and motivating cross-functional teams. 
  • The Company requires all employees to be fully vaccinated against COVID-19 as a condition of employment. Newly hired employees must be fully vaccinated against COVID-19 and provide proof upon hire, or request a medical or religious accommodation



  • Graduate degree or advanced training in business, pharmacy or related fields
  • 5+ years of patient services/consumer marketing or HCP Marketing focused on Infusion Biologics
  • Comprehensive experience in product launch with Infusion Biologics



  • Willingness/Ability to travel up to 25% domestically. International travel may be required.



Why Lundbeck

Lundbeck is unique from other biopharmaceutical companies in that we are 70 percent owned by a research-focused foundation. We have a deep heritage of discovery and have brought breakthrough therapies to millions of people across the globe. And we're just getting started! Our success is driven by our great people and inclusive culture, which is guided by our beliefs of being Patient-Driven, Courageous, Ambitious, Passionate & Responsible. Are you ready to make an impact, one patient at a time? 


Lundbeck offers a robust and comprehensive benefits package to help employees live well and protect their health, family, and everyday life. Information regarding our benefit offering can be found on the U.S. career site.



Lundbeck is committed to working with and providing reasonable accommodations to disabled veterans and other individuals with disabilities during our employment application process. If, because of a disability, you need a reasonable accommodation for any part of the application process, please visit the U.S. career site.


Lundbeck is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, and any other characteristic protected by law, rule, or regulation. Lundbeck participates in E-Verify.