[Remote] Sr. Director, Patient Services - Client Program Strategy - Healthcare

Note: The job is a remote job and is open to candidates in USA. PRO-spectus is a company focused on improving patient access to care, and they are seeking a Senior Director for Patient Services to lead strategic and operational initiatives within their Patient Services programs. This role involves overseeing the design and execution of patient-centered service models, building client relationships, and ensuring compliance and quality across multiple programs.

Responsibilities

• Provides senior strategic and operational leadership for Patient Services programs and capabilities, ensuring alignment with PRO-spectus business objectives, client expectations, patient needs, compliance requirements, and service excellence standards
• Leads a portfolio of complex Patient Services programs and/or functional capabilities, including reimbursement support, benefits investigation, prior authorization support, appeals navigation, affordability resources, patient assistance programs, case management, adherence support, and patient/provider engagement
• Partners with the Head of Patient Services to define function-level priorities, operating models, governance routines, staffing strategies, performance expectations, and scalable service delivery approaches
• Serves as a senior client-facing leader, building trusted relationships with client stakeholders and participating in strategic planning, business reviews, performance discussions, issue resolution, escalation management, and growth-related conversations
• Translates client strategy, product needs, therapy complexity, and access challenges into executable program designs, workflows, policies, SOPs, reporting frameworks, quality standards, training approaches, and staffing models
• Ensures assigned programs and teams meet or exceed service level commitments, contractual obligations, regulatory requirements, quality expectations, audit readiness standards, and internal performance goals
• Establishes, monitors, and evaluates key performance indicators across operational, quality, compliance, patient access, client satisfaction, employee engagement, productivity, and financial performance dimensions
• Uses data, trend analysis, root cause evaluation, and performance insights to identify risks, opportunities, and improvement priorities; drives action plans that produce measurable improvement across programs and teams
• Oversees program governance, including performance routines, escalation pathways, issue management, risk mitigation, CAPA support, policy adherence, audit readiness, and continuous improvement planning
• Provides leadership for new program implementations, transitions, expansions, and service model enhancements, including launch readiness, workflow design, technology configuration, staffing, training, reporting, and go-live support
• Leads or sponsors cross-functional initiatives that improve operational scalability, patient/provider experience, quality, compliance, automation, reporting, technology utilization, and team effectiveness
• Partners with Quality, Training, Workforce Management, Technology, Compliance, Human Resources, Finance, Client Services, Market Access, Revenue Cycle Management, Pharmacy, and Clinical Adherence teams to optimize resources and strengthen end-to-end service delivery
• Maintains strong operational command of staffing, capacity, productivity, utilization, and resource planning; ensures leadership teams are proactively adjusting plans to support program volumes, client commitments, and business priorities
• Supports budget planning, staffing forecasts, financial performance reviews, cost management, and resource allocation in partnership with leadership and Finance
• Provides strategic oversight of policies, procedures, SOPs, work instructions, training materials, quality monitoring processes, client-specific requirements, privacy expectations, pharmacovigilance/product complaint reporting, and other applicable compliance standards
• Acts as a senior escalation point for complex operational, client, compliance, patient access, staffing, technology, or performance issues, ensuring timely resolution and clear communication with stakeholders
• Coaches, develops, and manages directors, managers, supervisors, and/or senior individual contributors; strengthens leadership capability, succession readiness, employee engagement, and accountability across the Patient Services organization
• Builds and sustains a high-performing remote leadership culture grounded in collaboration, trust, transparency, patient-centered decision-making, operational discipline, and continuous improvement
• Identifies emerging reimbursement, payer, specialty pharmacy, market access, healthcare technology, and patient support trends; applies insights to improve service models, client strategy, and operational readiness
• Prepares and presents program performance, business objectives, risks, recommendations, strategic plans, and improvement initiatives to internal and external senior stakeholders
• Supports business growth by contributing operational expertise to client expansion discussions, solution design, implementation planning, and differentiated service offerings
• Performs other duties as assigned

Skills

• Deep understanding of the reimbursement lifecycle, payer landscape, benefits investigation, prior authorization, appeals, medical policy, affordability programs, patient assistance programs, specialty pharmacy dynamics, market access, and patient support industry trends
• Proven ability to lead complex Patient Services, HUB, reimbursement, case management, specialty pharmacy, healthcare operations, or access support programs at scale
• Demonstrated strategic leadership capability, including experience translating business and client objectives into operating models, performance standards, staffing strategies, and measurable outcomes
• Strong client-facing executive presence, with the ability to build trusted relationships, communicate performance and risk, lead strategic business reviews, manage escalations, and influence senior stakeholders
• Excellent analytical, organizational, communication, presentation, and problem-solving skills
• Demonstrated ability to use data, reporting, dashboards, financial indicators, operational metrics, and quality insights to make decisions and drive continuous improvement
• Strong leader-of-leaders capability, including experience coaching managers, developing leadership talent, managing performance, supporting succession planning, and building engaged teams
• Ability to lead remote, distributed teams across multiple time zones while fostering accountability, collaboration, employee engagement, and consistent execution
• Experience overseeing program implementations, transitions, expansions, process redesign, workflow optimization, technology enablement, and change management
• Proficiency using CRM, healthcare management, case management, contact center, workforce management, reporting, quality monitoring, and other relevant technology platforms
• Strong understanding of operational quality, SOP governance, training compliance, audit readiness, CAPAs, risk management, and continuous improvement practices
• Customer-focused and patient-centered mindset with a commitment to improving access, affordability, and the end-user experience
• Ability to balance strategic priorities with operational urgency, manage ambiguity, adapt to changing client and program needs, and operate effectively in a fast-paced environment
• Dedication to maintaining confidentiality, ethical standards, compliance expectations, and professional integrity
• Bachelor's degree or equivalent experience in a related field required
• 10+ years of progressive experience in healthcare, patient services, HUB operations, reimbursement support, specialty pharmacy, market access, case management, pharmaceutical services, healthcare services, or a related environment
• 7+ years of people leadership experience, including experience leading managers, supervisors, leaders of teams, or multi-program operations
• Advanced degree in healthcare administration, business, life sciences, public health, nursing, pharmacy, or related field preferred
• Experience leading client-facing healthcare programs, patient support services, reimbursement operations, access programs, specialty product support programs, or enterprise-level service delivery strongly preferred
• Experience with strategic program design, new program implementations, program transitions, client business reviews, audits, CAPAs, quality monitoring, workforce planning, budget support, and continuous improvement initiatives preferred
• Experience supporting rare disease, specialty, biologic, injectable, infused, cell and gene therapy, drug/device, or other high-touch therapies preferred
• Experience supporting business growth, client expansion, solution design, or service model development preferred

Benefits

• Robust medical, dental, and vision plans
• Life insurance and disability coverage
• Tax-advantaged savings accounts
• Employee Assistance Program
• Home office benefits
• Unique perks like an Employee Ownership Program
• Paid time off
• Holidays
• Bereavement leave
• 401(k)-retirement plan with employer matching
• Performance-based bonus opportunity

Company Overview