Associate Director, Patient Services – Operational Excellence

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Oversee and evaluate key performance indicators (KPIs) related to Patient Services programs and operations.

• Identify and convey actionable insights that go beyond standard KPI reporting, focusing specifically on dynamics during the launch phase.

• Recommend and spearhead in-depth analyses to discover performance drivers, operational gaps, and emerging trends.

• Compile and present findings to leadership, cross-functional stakeholders, and external partners.

• Identify operational challenges and opportunities for optimization that align with brand and commercial goals.

• Collect and synthesize feedback from internal stakeholders, patients, providers, and external partners.

• Develop, prioritize, and facilitate the implementation of solutions aimed at improving operational efficiency and enhancing patient experience.

• Collaborate with the Innovation Lab and external partners to pilot new strategies and scale successful solutions.

• Assist in the implementation and continuous optimization of hub services and patient affordability programs.

• Manage the daily operations of Patient Services vendors, ensuring high-quality, compliant, and efficient service delivery.

• Proactively identify and escalate risks, performance challenges, and potential areas for improvement.

• Work collaboratively across functions to ensure vendor compliance with regulatory, quality, and contractual obligations.

• Act as a subject matter expert on Patient Services operations across internal teams.

⛳️ Requirements

• Bachelor’s degree is required (Business, Life Sciences, or a related field).

• A Master's degree is preferred.

• A minimum of 12 years of progressively responsible experience in pharmaceutical/biotech Patient Services operations (hub, specialty pharmacy, or affordability), or an equivalent with a Bachelor's degree; or at least 8 years of experience with a Master's degree.

• Proven experience in Patient Services operations, including hub services and/or access & affordability programs.

• Strong knowledge of specialty pharmaceuticals and patient access dynamics is preferred.

• Demonstrated success in operational excellence, process improvement, and vendor management.

• Exceptional analytical, strategic thinking, and problem-solving skills.

• Capability to translate complex operational data into clear, actionable insights for various audiences.

• Strong interpersonal and collaboration skills; ability to influence without direct authority.

• Highly organized with the ability to manage multiple priorities in a fast-paced environment.

• Proficient in Microsoft Office Suite.

🏝️ Benefits

• Highly competitive benefits.