Director, Patient Support Operations

AstraZeneca • Gaithersburg, MD

107d • $162,000 - $243,000

About The Position

The incumbent is the leader of medical and business service operations. The Director is responsible for operational services including AZIC, and Patient Support Programs. This role will design, implement and enhance best in class customer support services. He/she provides market access program acumen to cross functional teams to ensure access services view of medical and business support strategy is represented. This position will report into the Senior Director, US Patient Support and will work in close partnership with other members of Patient Support Services team, AZ cross functional partners and with external suppliers. This position is based Gaithersburg, MD or Wilmington, DE. Business travel, by air or car, is required for regular internal and external business meetings.

Requirements

• Bachelor's degree
• 5 + years of experience in healthcare, including a pharmaceutical company role
• Contact Center experience
• Understanding of market access, patient affordability solutions, and healthcare delivery
• Analytical skills including problem solving, forecasting, contract development and financial modelling
• Proven negotiation & relationship building skills
• Proven ability to lead teams in a matrixed organization

Nice To Haves

• An Advanced Degree (MA/MS/MBA)
• Nursing or pharmacy experience

Responsibilities

• Owns the development and execution of a functional team within US Patient Support Operations including hiring decisions, effectively assessing and coaching managers.
• Manage supplier performance (approximately 96OSP) in accordance with AstraZeneca services.
• Oversee the external AstraZeneca Information Center (AZIC) vendor regarding identification and reporting of AEs, PQCS, and MIRS in alignment with AZ policy.
• Manage 5-10-million-dollar budget, accurate and timely headcount, fee, and expense forecasts, regular financial reporting to senior leadership.
• Responsible for delivering on Key Performance Metrics (KPI), Service Level Agreements (SLA), and superior customer experience.
• Design and development of smart and lean processes to optimize the workflows of the team as well as optimal patient services strategies.
• Functions as a member of the US Patient Support Operations Leadership Team and can provide management insights.
• Complies with all laws, regulations and policies that govern the conduct of AZ's activities related to Patient Support Programs.
• Remains current with GXP and quality process as it relates to AE, PQC, and MIR.

Benefits

• 401(k) plan
• Paid vacation and holidays
• Paid leaves
• Health benefits including medical, prescription drug, dental, and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree