Associate Director of Patient Services

National Organization f•Danbury, CT

9d•Hybrid

About The Position

The National Organization for Rare Disorders (NORD) is the leading independent nonprofit organization representing all patients and families affected by rare diseases. Come join our team and be part of the transformation and acceleration of research, and the development of evidence-based policy, care support and awareness campaigns to improve the lives of the 30 million Americans impacted by rare diseases. We offer a competitive compensation and benefits package along with a collaborative work atmosphere, opportunities for career growth and development and flexible telecommuting options. Follow NORD at www.rarediseases.org/ and on Twitter at @RareDiseases. NORD’s patient assistance programs help patients obtain lifesaving or life-sustaining treatments and medical services they could not otherwise afford. These programs provide financial assistance with insurance premiums and co-pays, diagnostic testing assistance, and travel assistance for clinical trials or consultation with disease specialists. The Associate Director of Patient Services provides senior operational leadership for NORD’s Patient Services department, with a strong focus on internal systems, workflows, and technology-enabled service delivery. This role is responsible for overseeing daily operations, leading the implementation and optimization of call center and case management technologies, driving performance through data and KPIs, and ensuring strong financial and operational controls. Reporting to the Vice President of Patient Services, the Associate Director serves as senior departmental leadership in the VP’s absence and partners closely with internal teams, including Finance and IT, to ensure patient services infrastructure is scalable, compliant, and aligned with organizational priorities.

Requirements

Bachelor’s degree or equivalent combination of education/experience required.
Minimum of 7 years of customer service or related experience.
At least 5 years of management experience, preferably in customer service, patient services, or call center–based environments.
Demonstrated experience leading or supporting the implementation, administration, and optimization of call center technology and/or customer engagement platforms.
Excellent verbal, written and interpersonal communication skills; able to adapt to and engage diverse audiences.
Strong mentoring and coaching experience for a team with diverse levels of expertise.
Superior organizational and time management ability; capable problem solver.
Excellent project management skills.
Conflict resolution skills.
Advanced knowledge of Microsoft Office, including advanced excel, Teams and OneDrive, is essential.

Nice To Haves

Experience with Five9 is preferred.
Proven ability to manage teams, drive accountability, and oversee complex operational workflows.

Responsibilities

Lead and maintain departmental infrastructure systems, serving as the primary liaison with Finance and IT to ensure seamless integration, functionality, and data flow; regularly assess and enhance infrastructure to improve efficiency and support evolving departmental needs.
Provide oversight and first review of department expenses and bills, preparing for VP review and signature.
Serve as primary leadership contact for Clinical Trial sponsors and Undiagnosed Diseases Network partners.
Administer and troubleshoot the Communication Center (Five9) and RareCare system.
Generate and analyze department reports on KPIs, monthly reports to donors and sponsors.
Primary responsibility for managing the operational aspects of Patient Services including managing staff and establishing and meeting benchmarks for KPIs.
Monitor agreements and contracts for compliance and adherence.
Collaborate with Finance on analysis and reconciliation of pledges, donations, and program funds.
Provide statistical, financial, and operational data to support departmental decision-making.
Provide leadership and mentorship to managers overseeing daily program workflow.
Responsible for oversight of Financial Dashboard including analysis tracking and reporting of program fund health.
Serves as the Department’s subject matter expert, trainer, and troubleshooter for RareCare®; and Five9 Communication Center; partners with IT team for system functionality, enhancements and business rules.
Works collaboratively with Vice President in the development, implementation, and administration of programs and department budget.
Monitors agreements and contracts for compliance and adherence.
Ensure that department SOP’s and program specific SOPs are current and comply with NORD policies and procedures, OIG guidelines, sponsor expectations and contractual agreements.
Performs other duties and functions as assigned.