Executive Director, Patient Solutions Operations

United Therapeutics Corporation•Morrisville, NC

20d•Onsite

About The Position

The Executive Director, Patient Solutions Operations is responsible for operational execution and near- and long-term planning for United Therapeutics’ patient support program, UT Cares. The role is accountable for program performance and for delivering a positive, compliant patient experience when patients start and continue therapy. Performance is evaluated through measures such as time to therapy access, resolution of non-clinical barriers, patient and healthcare professional feedback, internal quality monitoring, and compliant execution. The position provides direct leadership for Patient Case Management, Access and Affordability Operations, and Support Operations, including Patient Support Quality, Compliance, and Systems. The Executive Director establishes and governs KPIs and operating metrics, communicates strategic insights and risks to executive leadership, and plans staffing, capacity, and resources. The role develops high-performing teams and maintains program governance through SOPs, audit trails, quality controls, compliance reviews, and audits. Working closely with Legal and Compliance and other Patient Solutions and Channel Management leaders, the Executive Director ensures compliance with applicable laws, regulations, and company policies and leads continuous improvement to increase efficiency, scalability, service quality, and patient satisfaction. The position is fully onsite, Monday through Friday, at the company’s Morrisville, North Carolina office, and requires the ability to travel up to 20%.

Requirements

Bachelor’s degree in life sciences, business, or a related field and 15+ years of progressive relevant experience, including progressive people leadership/management experience and leading effective teams; or a master’s degree and 13+ years of progressive relevant experience, including progressive people leadership/management experience and leading effective teams.
10+ years of direct patient services, support, or solutions experience leading teams to achieve consistent and measurable results.
Experience leading and motivating a multi-layered organization to achieve consistent results and drive continuous improvement.
In-depth knowledge of patient support programs, case management, and adherence program designs.
In-depth experience using CRM systems, such as HealthCloud or Salesforce, and CTI systems for patient support activities.
Specialty pharmacy and channel operations experience.
Strong communication and interpersonal skills to engage effectively with patients, healthcare professionals, and cross-functional teams.
Excellent organizational and project management skills to lead an effective, compliant operation.
Strong understanding of CRM and related Patient Support Services technologies.
Demonstrated ability to partner with legal, regulatory, and compliance partners to ensure strong program compliance and monitoring.
Empathy, compassion, and a patient-centric mindset.
Strong proficiency with the Microsoft Office suite.
Ability to travel up to 20%.

Nice To Haves

Master’s degree in life sciences, business, or a related field.
Experience with text or chat HIPAA-compliant communication methods.
Experience with Tableau or similar business intelligence tools.
Experience with training.
Rare disease and/or complex therapy administration experience.

Responsibilities

Lead operational execution of UT Cares and direct near- and long-term operational planning to maintain program performance, capacity, and service continuity.
Provide leadership and oversight for Patient Case Management, Access and Affordability Operations, and Support Operations, including Patient Support Quality, Compliance, and Systems.
Own operational outcomes related to patient experience, including time to therapy access, resolution of non-clinical barriers, patient and HCP feedback, quality monitoring, and compliant execution.
Establish, monitor, and govern patient support KPIs and operating metrics to evaluate performance and inform decisions.
Provide executive leadership with strategic insights, risk assessments, investment considerations, and recommendations regarding program performance and operational priorities.
Lead, develop, and mentor operational leaders and teams, fostering a performance-driven, collaborative, accountable, compliant, and patient-centered culture.
Establish and maintain program governance through documented SOPs, audit trails, quality controls, and operational oversight across patient-facing services.
Serve as executive sponsor for patient support operational compliance reviews and audits, and oversee corrective actions.
Lead continuous improvement initiatives to enhance efficiency, scalability, service quality, and patient satisfaction.
Direct workforce planning and long-range capacity strategies to ensure patient and prescriber needs are met through appropriate staffing and resource allocation.
Evaluate operational data and performance trends across internal and external patient support teams to identify risks, opportunities, and improvement priorities.
Ensure compliance with program business rules, operating procedures, quality standards, monitoring requirements, applicable laws, regulations, and company policies.
Partner with Patient Solutions and Channel Management leadership to execute new programs, operational enhancements, and strategic initiatives.
Promote feedback-driven process enhancements and program optimization as patient and HCP support needs evolve.
Lead direct reports’ performance, development, succession, and engagement through goal setting, coaching, mentoring, and performance management.