Associate Director, PSC Operations

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

📋 Description

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

• Oversee daily operations while ensuring compliance with policies, procedures, and service level agreements.

• Monitor key performance indicators and pinpoint areas for operational enhancement.

• Ensure that operations comply with industry regulations and align with company standards.

• Analyze customer feedback to drive service improvements and resolve issues effectively.

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

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

• Promote a positive, inclusive, and high-performance organizational culture.

• Create and present reports to internal stakeholders regarding compliance, patient care status, operational achievements, opportunities for improvement, and quarterly business reviews.

• Ensure teams are knowledgeable about patient privacy laws.

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

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree is required, preferably in Life Sciences, Business, Healthcare Administration, or related disciplines.

• 7-10 years of progressive experience in patient services, patient support, pharmaceutical, biotech, or other healthcare industry roles.

• Demonstrated leadership abilities with a capacity to inspire and motivate a team while ensuring accountability.

• Ability to work effectively within a matrix environment alongside cross-functional teams.

• Strong analytical skills coupled with experience in data analytics.

• Familiarity with performance reporting and digital tools relevant to contact center operations and patient service operations is preferred.

• Excellent oral and written communication skills.

• Agility in learning and experience in change management.

• Capability to influence without formal authority.

• Advanced degree in a related field is preferred.

• Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations is preferred.

• Experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments is preferred.

• Proficiency with CRM platforms, call center software, reporting dashboards, and Microsoft Office Suite is preferred.

• Experience across a wide range of disease states and therapeutic areas is preferred.

• Significant experience in field reimbursement with medical and pharmacy benefit products is preferred.

• Ability to exercise independent judgment is preferred.

• Capacity to manage deliverables in a fast-paced environment is preferred.

🏝️ Benefits

• Inclusive work environment.

• Equal opportunity employment.

• Interview process accommodations for applicants with disabilities.

• Up to 25% travel required, primarily to Pittsburgh, PA.