Director, Patient Support

Job Description

Job Title:             Director, Patient Support

Location:               Boston, MA

Position Summary:

Imagine your child scratching herself so unstoppably through the night that she wakes with blood-stained sheets. Nothing soothes her. You haven’t slept through the night in years. At school, unable to focus, she takes off her shoes and socks to scratch her feet on the carpet. The itch is inescapable. She has a life-threatening liver disease, and it’s getting worse.

Now imagine that you work for a company with a chance to help this child and her family.

This is Albireo. We are relentlessly focused on liver disease with the belief that bile acid modulation offers an innovative way to treat numerous rare and more common diseases affecting people worldwide. We are building a collaborative, committed, employee-friendly company, as we work to make this vision a reality.

Albireo is a clinical-stage biopharmaceutical company focused on the development and potential commercialization of novel bile acid modulators to treat orphan pediatric liver diseases, and other liver or gastrointestinal diseases and disorders. We have deep expertise in bile acid biology, and a pipeline of clinical and preclinical programs. Our parent company, Albireo Pharma, Inc., is located in Boston, Massachusetts, and our key operating subsidiary, Albireo AB, is located in Gothenburg, Sweden. We were spun out from AstraZeneca in 2008. The Boston Business Journal named Albireo one of the 2019 Best Places to Work in Massachusetts.

This is an exciting and pivotal time at Albireo. Our lead product candidate is in a Phase 3 clinical trial for a rare, life-threatening pediatric liver disease with no approved pharmacologic treatment option. We expect topline results in mid-2020. Meanwhile, we are advancing our pipeline in other disease indications. We have a licensing agreement in Japan that already has generated revenues, an excellent financial position for a pre-launch company and a small team of great people. We know personally many of the people we’re working to help, and they motivate us every day.

We have a unique opportunity for an experienced patient support leader who is inspired to build and lead a patient support organization to help change the lives of children and others with rare liver diseases. As Albireo’s Director of Patient Support, you will lead all patient support strategy and operations, including developing our patient support model, selecting external partners, designing and implementing patient support systems, and building and leading the Patient Support team. This role will report to the Vice President of Marketing, Advocacy and Patient Support, and is based in Boston, MA.

What makes this role special:

  • Seek to have a profound impact on young children and their families.
  • Be part of the first launch of a medicine for a rare pediatric liver disease.
  • Serve in a leadership role, developing strategy and managing execution with an in-house team of case managers.
  • Build from the ground up a program optimized to meet the needs of patients and their families.
  • Work on a portfolio of multiple potential therapies.
  • Collaborate with a small, collegial team of good people.
  • Learn from leadership with deep experience and a history of success.
  • Enjoy great work/life balance, including flex hours and a business-casual environment.

Primary responsibilities (may vary):

  • Lead Patient Support strategy and operations.
  • Design and build patient support program.
  • Collaborate with cross-functional stakeholders to implement program elements.
  • Select and manage external patient support partners.
  • Design and implement CRM operations workflow and CTI communications systems.
  • Define the case manager role, and hire, train and manage a small in-house team of case managers.
  • Manage patient reimbursement support and financial assistance programs.
  • Work with Supply Chain to manage specialty pharmacy partners.
  • Track, analyze and communicate key patient support metrics.
  • Develop detailed process workflows, SOPs and KPIs.
  • Manage Patient Support budget.
  • Foster positive, supportive relationships with patients and their families.
  • Ensure patients and their families are able to start and stay on therapy, and receive optimal care.
  • Represent patients and their families within Albireo, helping us to meet their needs.
  • Ensure full legal and regulatory compliance in our patient support interactions.


  • Minimum 8 years of biopharma patient support experience
  • Experience as the patient support lead for a 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
  • 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 20% travel)
  • Bachelor’s degree


  • Rare disease experience
  • U.S. and EU experience
  • Knowledge of, and experience administering, compassionate use programs.
  • Graduate degree in a relevant discipline


Equal Opportunity Employer

Albireo Pharma, Inc. is an equal opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, disability, genetic information, veteran status, military status, application for military service or any other class protected by state or federal law.

All applicants should be legally entitled to work for any employer in the U.S.

Note to employment agencies: Please do not forward any agency resumes.  Albireo is not responsible for any fees related to resumes that are unsolicited.