
Associate Director, Patient Services – Operational Excellence
Posted May 2

Posted May 2
This is a fully remote position, open to applicants in California, +1 more state.
• 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.
• 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.
• Highly competitive benefits.
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