Director Patient Support
About The Position
Serve as the executive operational leader for assigned clients and patient support programs. Conduct regular business reviews and strategic meetings with client leadership to review performance, identify opportunities, and strengthen partnerships. Ensure proactive communication regarding operational performance, staffing plans, service enhancements, risks, and mitigation strategies. Partner with clients to develop solutions that improve patient experiences, operational efficiency, regulatory compliance, and service delivery outcomes. Maintain strong executive-level relationships that support client retention, satisfaction, and business growth. Provide leadership and oversight for Senior Managers, Managers, Supervisors, Team Leads, and support personnel within the Patient Support Contact Center. Build high-performing teams through effective hiring, coaching, mentoring, performance management, succession planning, and employee development. Establish performance expectations and accountability measures for leaders and frontline teams. Promote employee engagement, retention, leadership development, and a culture of continuous improvement. Identify future leadership talent and implement development plans to support organizational growth.
Requirements
- Working knowledge of U.S. healthcare insurance and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, pharmacy claim responses, coordination of benefits, prior authorization status support, and common claim-rejection scenarios.
- Bachelor's degree in Healthcare Administration, Business Administration, Operations Management, or related field, or an equivalent combination of education and directly related experience.
- 8-10 years of progressive experience in contact center, patient services, workforce management, customer service, RCM, patient access, or healthcare operations.
- 5+ years of leadership experience managing managers, supervisors, or multiple teams.
- Demonstrated responsibility for: Large team oversight (50+ employees; often 100-500+ in larger environments)
- Demonstrated responsibility for: Operational metrics (ASA, SLA, quality, productivity, adherence, abandonment, CSAT)
- Demonstrated responsibility for: Budget management
- Demonstrated responsibility for: Client or executive stakeholder management
- Demonstrated responsibility for: Workforce planning and staffing strategies
Nice To Haves
- 10-15+ years of relevant experience
- 3-5+ years at a Director or Senior Manager level
- Experience leading: Multi-site or remote call center operations
- Experience leading: Healthcare contact centers, patient support centers, scheduling centers, patient access, payer services, or RCM operations
- Experience leading: New client implementations and operational scaling
- Experience leading: Technology transformation, automation, AI, CRM, telephony, and workforce management systems
Responsibilities
- Serve as the executive operational leader for assigned clients and patient support programs.
- Conduct regular business reviews and strategic meetings with client leadership to review performance, identify opportunities, and strengthen partnerships.
- Ensure proactive communication regarding operational performance, staffing plans, service enhancements, risks, and mitigation strategies.
- Partner with clients to develop solutions that improve patient experiences, operational efficiency, regulatory compliance, and service delivery outcomes.
- Maintain strong executive-level relationships that support client retention, satisfaction, and business growth.
- Provide leadership and oversight for Senior Managers, Managers, Supervisors, Team Leads, and support personnel within the Patient Support Contact Center.
- Build high-performing teams through effective hiring, coaching, mentoring, performance management, succession planning, and employee development.
- Establish performance expectations and accountability measures for leaders and frontline teams.
- Promote employee engagement, retention, leadership development, and a culture of continuous improvement.
- Identify future leadership talent and implement development plans to support organizational growth.
Benefits
- health coverage
- dental coverage
- vision coverage
- voluntary insurance options
- 401(k) plan with employer match
- professional development opportunities
- paid time off
- holiday pay
- bonus programs
- commissions
- other variable incentive plans
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What This Job Offers
Job Type
Full-time
Career Level
Director
