Associate Director, PSC Operations
New
J
JobgetherPatient services
Fully remote within the United StatesFull-TimeDirector
Salary127,000 - 218,500 USD per year
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Job Details
- Experience
- 8–10 years of progressive experience in patient services, patient support, pharmaceuticals, biotechnology, or other healthcare-related roles.
- Required Skills
- Data AnalysisMicrosoft OfficeChange Management
Requirements
- Hold a bachelor’s degree; Life Sciences, Business, Healthcare Administration, or a related field is preferred.
- Have 8–10 years of progressive experience in patient services, patient support, pharmaceuticals, biotechnology, or other healthcare-related roles.
- Demonstrate leadership experience and the ability to inspire and develop teams while maintaining clear accountability.
- Work effectively in a matrix environment and collaborate with cross-functional stakeholders.
- Bring analytical capabilities, including experience with data analysis, performance reporting, and digital tools used in contact center or patient service operations.
- Have written and verbal communication skills, learning agility, and change management experience.
- Influence stakeholders without direct authority and manage competing priorities effectively.
- Preferred: Hold an advanced degree in a relevant field.
- Preferred: Have knowledge of call center operations, patient support programs, performance metrics, and healthcare regulations.
- Preferred: Have experience in oncology, immunology, rare diseases, or specialty pharmacy environments.
- Preferred: Be proficient with CRM platforms, call center software, reporting dashboards, and Microsoft Office.
- Preferred: Have significant field reimbursement experience involving medical and pharmacy benefit products.
Responsibilities
- Lead, coach, and motivate more than 50 direct and indirect reports, supporting development, accountability, and service performance.
- Oversee daily patient service center operations and ensure compliance with internal procedures, policies, and service level agreements.
- Monitor KPIs, analyze operational results, and identify opportunities to improve efficiency and service quality.
- Ensure patient support activities comply with applicable industry regulations, standards, and patient privacy requirements.
- Review customer and provider feedback, resolve service issues, and implement improvements to the patient experience.
- Partner with cross-functional teams and external stakeholders to streamline processes, improve workflows, and support program delivery.
- Create and deliver presentations on compliance, patient care status, operational achievements, improvement opportunities, and quarterly business reviews.
- Stay informed about industry developments and regulatory changes affecting patient support programs.
- Travel up to 25% of the time, primarily to Pittsburgh, Pennsylvania.
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