Associate Director, PSC Operations
New
J
JobgetherHealthcare Operations
Based in United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 7–10 years of progressive experience
- Required Skills
- Project ManagementMicrosoft OfficeComplianceChange ManagementCRM
Requirements
- Bachelor’s degree required, preferably in Life Sciences, Business, or Healthcare Administration.
- 7–10 years of progressive experience in patient services, patient support programs, pharmaceuticals, biotechnology, or a related healthcare environment.
- Demonstrated leadership experience with the ability to inspire, develop, coach, and hold teams accountable.
- Experience leading large teams and managing operational performance in a customer or patient service environment.
- Strong understanding of patient service center or call center operations, KPIs, service levels, and quality performance management.
- Strong analytical capabilities, including data analysis, performance reporting, and operational dashboards.
- Proven ability to operate effectively within a matrix organization and collaborate across functions.
- Excellent written and verbal communication skills.
- Demonstrated learning agility, change management capabilities, and ability to influence stakeholders.
- Advanced degree in a related field preferred.
- Experience in oncology, immunology, rare diseases, or specialty pharmacy preferred.
- Experience with CRM platforms, contact center technology, and Microsoft Office preferred.
Responsibilities
- Lead, mentor, coach, and motivate a team of more than 50 direct and indirect reports.
- Oversee daily Patient Service Center operations to ensure consistent, efficient, compliant, and high-quality service delivery.
- Establish and maintain performance expectations, service levels, policies, procedures, and operational standards.
- Monitor KPIs and performance data to identify trends, operational gaps, and opportunities for continuous improvement.
- Analyze patient and customer feedback to improve service quality and resolve issues.
- Ensure operations comply with healthcare regulations, privacy requirements, and internal standards.
- Collaborate with cross-functional teams and external partners to streamline processes and workflows.
- Prepare and deliver presentations and business updates on performance and compliance to senior stakeholders.
- Lead quarterly business reviews and provide insights and recommendations.
- Drive change initiatives while maintaining team engagement and operational continuity.
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