Director of Operations

At our organization, we are a prominent provider of pharmaceutical patient support services. These services, sponsored by pharmaceutical company clients, aim to provide compassionate support to patients throughout their therapy journey.

Our team is composed of talented individuals such as benefit specialists, nurses, pharmacists, case managers, pharmacy techs, program managers, and other highly skilled professionals. They are supported by our in-house team of engineers, system architects, coding professionals, and data scientists, who have developed world-class proprietary technology systems.

As a purpose-driven organization on a rapid growth journey, we are seeking individuals who are motivated and passionate about delivering top-quality customer support to our patients. We foster an exciting, open, and collegial work environment where problem solvers with compassion, integrity, and grit thrive. Our team members are enthusiastic, love their work, and are dedicated to making a difference. We encourage initiative, take pride in our accomplishments, and trust our employees to work independently while fostering collaboration, idea sharing, and support.

In this influential leadership position, you will have the unique opportunity to lead teams of varying sizes, serving our clients in the pharmaceutical/biotech industry by developing and implementing innovative patient services. As a strategic partner to our clients, your role will involve managing and enhancing patient service programs that bring value to our clients, patients, and healthcare professionals. We are recognized for our strong leadership, operational excellence, and commitment to offering significant growth prospects to our employees, allowing them to gain exposure to all aspects of our business and contribute to our continued success.

A typical day as the Director of Patient Services will involve the following responsibilities, among others:

Leadership:

• Utilizing industry expertise to create or improve solutions and maximize their value
• Taking accountability for the success of the Operations team, collaborating with senior leadership and peers to drive innovation in services and technology
• Proactively identifying and acknowledging internal and external trends and events that can impact company performance
• Building support and enthusiasm among colleagues to drive internal and external initiatives

Management:

• Hiring, retaining, and effectively managing teams to exceed program service level objectives and Key Performance Indicators (KPIs)
• Driving continuous improvement and value by providing insights and innovative ideas to enhance client programs and increase efficiency

Development:

• Identifying and capitalizing on opportunities for innovation in client programs
• Inspiring and coaching team members to develop into future leaders

Span of Control:

• Overseeing 4 to 6 direct reports, including Associate Directors and Program Managers
• Managing multiple teams comprising a total of 150-175 Full-Time Equivalents (FTEs)
• Managing relationships with 1 to 6 clients

Other duties as assigned.

This role might be a good fit for you if you possess the following qualifications (must-have requirements):

Personal Attributes:

• Demonstrating results-oriented mindset and delivering value
• Adapting to and embracing change while considering its impact on others
• Presenting information and ideas effectively to inform, influence, and drive adoption
• Strong analytical skills
• Excellent written and oral communication skills across all levels of the organization
• Upholding high standards of honesty and integrity
• Having a passion for excellence in service delivery
• Building strong relationships and commanding respect
• Demonstrating confidence in self-worth and capabilities

Education and Experience:

• Bachelor's degree in health sciences, business, public health administration, or social services (Master's degree preferred)
• 10+ years of experience in healthcare patient services, with a proven track record of driving growth through innovation and value
• Knowledge of the specialty pharmaceutical and biotech marketplace and experience in product commercialization
• Bilingual proficiency in English and Spanish or Chinese/Mandarin is a plus.