Associate Director, PSC Operations

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Lead, guide, and inspire team members to meet performance objectives and achieve high levels of customer satisfaction.

• Manage daily patient support operations, ensuring compliance with policies, procedures, and service level agreements (SLAs).

• Track key performance indicators (KPIs) and pinpoint areas for operational enhancements.

• Ensure that operations are compliant with industry regulations and company standards.

• Evaluate customer feedback to foster service improvements and address concerns.

• Work collaboratively with cross-functional teams and external partners to optimize processes and enhance workflow.

• Supervise, coach, and mentor over 50 direct and indirect reports.

• Promote a positive, inclusive, and high-performing workplace culture.

• Develop and present reports to internal stakeholders concerning compliance, patient care status, operational achievements, improvement areas, and quarterly business assessments.

• Ensure that teams are well-versed in patient privacy legislation.

• Stay updated on industry trends and regulatory changes that could impact program delivery.

• Willingness to travel up to 25%, primarily to Pittsburgh, PA.

• Execute additional tasks as assigned.

⛳️ Requirements

• A Bachelor’s degree is required, ideally in Life Sciences, Business, Healthcare Administration, or a related discipline.

• 8-10 years of progressive experience in patient services, patient support, pharmaceutical, biotech, or other healthcare industry roles.

• Demonstrated leadership abilities with a track record of inspiring and motivating a team while upholding accountability.

• Capable of working effectively in a matrix environment with cross-functional teams.

• Strong analytical skills and experience in data analytics, preferably with performance reporting and digital tools utilized in contact center and patient service operations.

• Proven oral and written communication skills.

• Agility in learning and experience with change management.

• Ability to influence others without direct authority.

• An advanced degree in a related field is preferred.

• Strong knowledge of call center operations, patient support programs, KPIs, and healthcare regulations.

• Experience in Oncology, Immunology, rare diseases, or specialty pharmacy settings.

• Proficient with CRM platforms, call center software, reporting dashboards, and Microsoft Office Suite.

• Experience across a diverse range of disease states and therapeutic areas.

• Extensive field reimbursement experience with medical and pharmacy benefit products.

• Ability to exercise independent judgment.

• Capability to manage deliverables in a dynamic environment.

• Exceptional focus on customer satisfaction, collaboration, initiative, results orientation, and business solution orientation.

🏝️ Benefits

• Consolidated retirement plan (pension).

• Savings plan (401(k)).

• Vacation – 120 hours per calendar year.

• Sick time – 40 hours per calendar year; 48 hours for Colorado employees; 56 hours for Washington employees.

• Holiday pay, including Floating Holidays – 13 days per calendar year.

• Work, Personal and Family Time – up to 40 hours per calendar year.

• Parental Leave – 480 hours within one year of birth/adoption/foster care of a child.

• Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year.

• Caregiver Leave – 80 hours in a 52-week rolling period.

• Volunteer Leave – 32 hours per calendar year.

• Military Spouse Time-Off – 80 hours per calendar year.