Vice President - Patient Services & Experience

A global biopharmaceutical company on a mission to Solve On, Incyte follows science to find solutions for patients with unmet medical needs. Through the discovery, development, and commercialization of proprietary therapeutics, Incyte has established a portfolio of first-in-class medicines for patients and a strong pipeline of products in Hematology, Oncology and Inflammation and Autoimmunity

Headquartered in Wilmington, Delaware, Incyte has operations in North America, Europe, and Asia.
 

Position Summary (Primary Function)

The VP, Patient Services & Experience (PS&E) is a senior Commercial leadership role accountable for defining and executing the enterprise patient access and experience strategy across the U.S. portfolio. Reporting directly to the EVP, Commercial, this leader owns the end-to-end patient journey, ensuring patients can access, initiate, and remain on therapy through compliant, scalable, and market-leading support models.

This role serves as the commercial executive owner of patient services, hub delivery, field access and reimbursement support, affordability programs, and PS&E operations and insights. The AVP ensures patient services are tightly integrated with overall commercial strategy, brand objectives, market access priorities, and launch readiness, while maintaining the highest standards of compliance, governance, and financial discipline.

Organizational Scope & Leadership

The VP, Patient Services & Experience provides executive oversight and leadership across the full PS&E organization, including:

• Head, Patient Solutions

  (Patient experience strategy, copay/PAP programs, launch readiness, portfolio optimization)

• Field Access Leadership – Dermatology

  (Derm Field Access Directors and ADFA Managers)

• Field Access Leadership – Oncology

  (Oncology FAM leader and Oncology Field Access Managers)

• Head, Hub Capabilities & Delivery

  (Hub services strategy, vendor delivery, operational excellence)

• PS&E Operations

  (Program operations, reporting, analytics, process excellence, and scalability)

This role manages a multi-layered leadership team with broad second-line organizations and is accountable for organizational design, capability-building, and future-state scalability.

Executive Accountabilities & Core Responsibilities

1. Enterprise Patient Services & Experience Strategy

• Serve as the commercial owner of the Patient Services & Experience strategy across all brands and future launches.
• Define a long-term vision for patient access, experience, and retention aligned to Commercial and Market Access priorities.
• Translate enterprise commercial strategy into integrated patient support models that drive initiation, persistence, adherence (where appropriate), and brand performance.
• Ensure PS&E capabilities evolve to support portfolio diversification, new modalities, and changing payer dynamics.

2. Patient Support Programs & Hub Ecosystem Leadership

• Own the design, governance, and performance of all patient support programs, including: 
  • Benefits investigation and prior authorization support
  • Case management and escalation pathways
  • Copay assistance and patient assistance programs
  • Digital/self-service and omnichannel patient engagement models
• Provide executive oversight of hub strategy and vendor ecosystem, including vendor selection, contracting input, SLA expectations, quality management, and risk mitigation.
• Ensure hub operations are optimized for speed to therapy, experience consistency, and operational excellence.

3. Field Access & Reimbursement Strategy (Derm & Onc)

• Provide senior executive leadership to Field Access organizations supporting Dermatology and Oncology.
• Ensure seamless alignment between Field Access, Account Management, Sales, and Market Access.
• Anticipate and address evolving reimbursement, site-of-care, and payer policy challenges through proactive field enablement and case support strategies.
• Set expectations for consistent, compliant, and high-impact field engagement models.

4. Commercial Insights, Analytics & Performance Management

• Own the PS&E performance management framework, including enterprise KPIs tied to: 
  • Enrollment and initiation
  • Time-to-therapy
  • Abandonment and conversion
  • Hub and field performance
  • Affordability program utilization
• Deliver executive-level insights to the EVP, Commercial and Commercial Leadership Team that inform brand strategy, access decisions, and investment prioritization.
• Build advanced analytics capabilities that convert patient services data into actionable commercial intelligence.

5. Financial Ownership & Executive Governance

• Serve as the budget owner for Patient Services & Experience, including hub services, vendors, affordability programs, and operations.
• Drive disciplined financial management, ROI evaluation, and scenario planning aligned to Commercial priorities.
• Partner with Finance to ensure transparent forecasting, long-range planning, and investment optimization.

6. Compliance, Risk Management & SOP Governance

• Maintain executive accountability for compliance, program integrity, and governance across all PS&E programs.
• Ensure SOPs, work instructions, and vendor controls meet regulatory, legal, and internal requirements.
• Serve as a senior leader in MLR/PRC review processes for patient- and HCP-facing support materials.
• Act as a steward of patient trust, privacy, and ethical program design.

7. Cross-Functional Commercial Leadership

• Act as the senior PS&E voice on the Commercial Leadership Team.
• Serve as a strategic partner to: 
  • Market Access & Channel/Trade
  • Brand & Marketing Leadership
  • Sales Leadership
  • Medical Affairs & Patient Advocacy
  • Legal, Compliance, Quality, Operations, and IT
• Ensure PS&E is fully embedded into brand planning, launch governance, and lifecycle management.

8. Executive People Leadership & Culture

• Build and sustain a high-performing executive leadership team.
• Set the cultural expectation for patient-centricity, accountability, and results.
• Develop future leaders within PS&E with enterprise mindset and succession readiness.

Qualifications

Required

• Bachelor’s degree required; advanced degree preferred.
• 15+ years pharmaceutical, biotech, or healthcare industry experience.
• 7+ years in senior leadership roles overseeing patient services, hub operations, or market access-related functions.
• Demonstrated experience operating at the enterprise or portfolio level with direct accountability for strategy, operations, and budgets.
• Proven ability to influence and lead at the Commercial Leadership Team / EVP level.

Preferred

• Dermatology and/or Oncology specialty experience.
• Launch experience for specialty or biologic therapies.
• Deep expertise in reimbursement dynamics, payer access, and patient affordability programs.
• Experience scaling patient services organizations through growth and transformation.

Core Leadership Competencies

• Enterprise strategic thinking
• Executive presence and influence
• Commercial acumen
• Patient-centric design with compliance rigor
• Financial stewardship
• Advanced analytics and insight-driven decision-making
• Organizational leadership and talent development

Disclaimer:  The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications.  Management reserves the right to change or modify such duties as required.

Incyte Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer.

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