Note: The job is a remote job and is open to candidates in USA. PRO-spectus is responsible for providing strategic, operational, and people leadership for Patient Services programs. The Senior Director will lead the design and execution of patient-centered service models and partner with executive stakeholders to enhance operational excellence and client partnerships.
Responsibilities
- Provides senior strategic and operational leadership for Patient Services programs and capabilities, ensuring alignment with PRO-spectus business objectives, client expectations, patient needs, compliance requirements, and service excellence standards
- Leads a portfolio of complex Patient Services programs and/or functional capabilities, including reimbursement support, benefits investigation, prior authorization support, appeals navigation, affordability resources, patient assistance programs, case management, adherence support, and patient/provider engagement
- Partners with the Head of Patient Services to define function-level priorities, operating models, governance routines, staffing strategies, performance expectations, and scalable service delivery approaches
- Serves as a senior client-facing leader, building trusted relationships with client stakeholders and participating in strategic planning, business reviews, performance discussions, issue resolution, escalation management, and growth-related conversations
- Translates client strategy, product needs, therapy complexity, and access challenges into executable program designs, workflows, policies, SOPs, reporting frameworks, quality standards, training approaches, and staffing models
- Ensures assigned programs and teams meet or exceed service level commitments, contractual obligations, regulatory requirements, quality expectations, audit readiness standards, and internal performance goals
- Establishes, monitors, and evaluates key performance indicators across operational, quality, compliance, patient access, client satisfaction, employee engagement, productivity, and financial performance dimensions
- Uses data, trend analysis, root cause evaluation, and performance insights to identify risks, opportunities, and improvement priorities; drives action plans that produce measurable improvement across programs and teams
- Oversees program governance, including performance routines, escalation pathways, issue management, risk mitigation, CAPA support, policy adherence, audit readiness, and continuous improvement planning
- Provides leadership for new program implementations, transitions, expansions, and service model enhancements, including launch readiness, workflow design, technology configuration, staffing, training, reporting, and go-live support
- Leads or sponsors cross-functional initiatives that improve operational scalability, patient/provider experience, quality, compliance, automation, reporting, technology utilization, and team effectiveness
- Partners with Quality, Training, Workforce Management, Technology, Compliance, Human Resources, Finance, Client Services, Market Access, Revenue Cycle Management, Pharmacy, and Clinical Adherence teams to optimize resources and strengthen end-to-end service delivery
- Maintains strong operational command of staffing, capacity, productivity, utilization, and resource planning; ensures leadership teams are proactively adjusting plans to support program volumes, client commitments, and business priorities
- Supports budget planning, staffing forecasts, financial performance reviews, cost management, and resource allocation in partnership with leadership and Finance
- Provides strategic oversight of policies, procedures, SOPs, work instructions, training materials, quality monitoring processes, client-specific requirements, privacy expectations, pharmacovigilance/product complaint reporting, and other applicable compliance standards
- Acts as a senior escalation point for complex operational, client, compliance, patient access, staffing, technology, or performance issues, ensuring timely resolution and clear communication with stakeholders
- Coaches, develops, and manages directors, managers, supervisors, and/or senior individual contributors; strengthens leadership capability, succession readiness, employee engagement, and accountability across the Patient Services organization
- Builds and sustains a high-performing remote leadership culture grounded in collaboration, trust, transparency, patient-centered decision-making, operational discipline, and continuous improvement
- Identifies emerging reimbursement, payer, specialty pharmacy, market access, healthcare technology, and patient support trends; applies insights to improve service models, client strategy, and operational readiness
- Prepares and presents program performance, business objectives, risks, recommendations, strategic plans, and improvement initiatives to internal and external senior stakeholders
- Supports business growth by contributing operational expertise to client expansion discussions, solution design, implementation planning, and differentiated service offerings
- Performs other duties as assigned
Skills
- Deep understanding of the reimbursement lifecycle, payer landscape, benefits investigation, prior authorization, appeals, medical policy, affordability programs, patient assistance programs, specialty pharmacy dynamics, market access, and patient support industry trends
- Proven ability to lead complex Patient Services, HUB, reimbursement, case management, specialty pharmacy, healthcare operations, or access support programs at scale
- Demonstrated strategic leadership capability, including experience translating business and client objectives into operating models, performance standards, staffing strategies, and measurable outcomes
- Strong client-facing executive presence, with the ability to build trusted relationships, communicate performance and risk, lead strategic business reviews, manage escalations, and influence senior stakeholders
- Excellent analytical, organizational, communication, presentation, and problem-solving skills
- Demonstrated ability to use data, reporting, dashboards, financial indicators, operational metrics, and quality insights to make decisions and drive continuous improvement
- Strong leader-of-leaders capability, including experience coaching managers, developing leadership talent, managing performance, supporting succession planning, and building engaged teams
- Ability to lead remote, distributed teams across multiple time zones while fostering accountability, collaboration, employee engagement, and consistent execution
- Experience overseeing program implementations, transitions, expansions, process redesign, workflow optimization, technology enablement, and change management
- Proficiency using CRM, healthcare management, case management, contact center, workforce management, reporting, quality monitoring, and other relevant technology platforms
- Strong understanding of operational quality, SOP governance, training compliance, audit readiness, CAPAs, risk management, and continuous improvement practices
- Customer-focused and patient-centered mindset with a commitment to improving access, affordability, and the end-user experience
- Ability to balance strategic priorities with operational urgency, manage ambiguity, adapt to changing client and program needs, and operate effectively in a fast-paced environment
- Dedication to maintaining confidentiality, ethical standards, compliance expectations, and professional integrity
- Bachelor's degree or equivalent experience in a related field required
- 10+ years of progressive experience in healthcare, patient services, HUB operations, reimbursement support, specialty pharmacy, market access, case management, pharmaceutical services, healthcare services, or a related environment
- 7+ years of people leadership experience, including experience leading managers, supervisors, leaders of teams, or multi-program operations
- Advanced degree in healthcare administration, business, life sciences, public health, nursing, pharmacy, or related field preferred
- Experience leading client-facing healthcare programs, patient support services, reimbursement operations, access programs, specialty product support programs, or enterprise-level service delivery strongly preferred
- Experience with strategic program design, new program implementations, program transitions, client business reviews, audits, CAPAs, quality monitoring, workforce planning, budget support, and continuous improvement initiatives preferred
- Experience supporting rare disease, specialty, biologic, injectable, infused, cell and gene therapy, drug/device, or other high-touch therapies preferred
- Experience supporting business growth, client expansion, solution design, or service model development preferred
Benefits
- Robust medical, dental, and vision plans
- Life insurance and disability coverage
- Tax-advantaged savings accounts
- Employee Assistance Program
- Home office benefits
- Unique perks like an Employee Ownership Program
- Paid time off
- Holidays
- Bereavement leave
- 401(k)-retirement plan with employer matching
- You may be eligible for a performance-based bonus opportunity
Company Overview