Sr. Director, Patient Services - Client Program Strategy - Healthcare

PRO-spectus

22d•$160,000 - $175,000•Remote

About The Position

The Senior Director, Patient Services is responsible for providing strategic, operational, and people leadership for PRO-spectus Patient Services programs and capabilities. This role leads the design, execution, governance, and continuous optimization of patient-centered service models across the reimbursement and access lifecycle, including benefits investigation, prior authorization support, appeals support, affordability resources, patient assistance, case management, adherence support, and ongoing patient/provider engagement. As a senior leader within Patient Services, this role partners closely with the Head of Patient Services and cross-functional executive stakeholders to shape scalable operating models, strengthen client partnerships, advance operational excellence, and ensure compliant, high-quality delivery across multiple programs and teams. The Senior Director serves as a strategic advisor to clients and internal leadership, translating business objectives, patient needs, market access dynamics, and contractual commitments into effective program design, performance expectations, staffing strategies, technology enablement, and measurable outcomes. This role is accountable for leading through managers and senior operational leaders, building organizational capability, improving program performance, supporting growth, and fostering a collaborative, accountable, and high-performing culture aligned with PRO-spectus’ mission to help patients access the care they need.

Requirements

Deep understanding of the reimbursement lifecycle, payer landscape, benefits investigation, prior authorization, appeals, medical policy, affordability programs, patient assistance programs, specialty pharmacy dynamics, market access, and patient support industry trends.
Proven ability to lead complex Patient Services, HUB, reimbursement, case management, specialty pharmacy, healthcare operations, or access support programs at scale.
Demonstrated strategic leadership capability, including experience translating business and client objectives into operating models, performance standards, staffing strategies, and measurable outcomes.
Strong client-facing executive presence, with the ability to build trusted relationships, communicate performance and risk, lead strategic business reviews, manage escalations, and influence senior stakeholders.
Excellent analytical, organizational, communication, presentation, and problem-solving skills.
Demonstrated ability to use data, reporting, dashboards, financial indicators, operational metrics, and quality insights to make decisions and drive continuous improvement.
Strong leader-of-leaders capability, including experience coaching managers, developing leadership talent, managing performance, supporting succession planning, and building engaged teams.
Ability to lead remote, distributed teams across multiple time zones while fostering accountability, collaboration, employee engagement, and consistent execution.
Experience overseeing program implementations, transitions, expansions, process redesign, workflow optimization, technology enablement, and change management.
Proficiency using CRM, healthcare management, case management, contact center, workforce management, reporting, quality monitoring, and other relevant technology platforms.
Strong understanding of operational quality, SOP governance, training compliance, audit readiness, CAPAs, risk management, and continuous improvement practices.
Customer-focused and patient-centered mindset with a commitment to improving access, affordability, and the end-user experience.
Ability to balance strategic priorities with operational urgency, manage ambiguity, adapt to changing client and program needs, and operate effectively in a fast-paced environment.
Dedication to maintaining confidentiality, ethical standards, compliance expectations, and professional integrity.
Bachelor’s degree or equivalent experience in a related field required.
10+ years of progressive experience in healthcare, patient services, HUB operations, reimbursement support, specialty pharmacy, market access, case management, pharmaceutical services, healthcare services, or a related environment.
7+ years of people leadership experience, including experience leading managers, supervisors, leaders of teams, or multi-program operations.

Nice To Haves

Advanced degree in healthcare administration, business, life sciences, public health, nursing, pharmacy, or related field preferred.
Experience leading client-facing healthcare programs, patient support services, reimbursement operations, access programs, specialty product support programs, or enterprise-level service delivery strongly preferred.
Experience with strategic program design, new program implementations, program transitions, client business reviews, audits, CAPAs, quality monitoring, workforce planning, budget support, and continuous improvement initiatives preferred.
Experience supporting rare disease, specialty, biologic, injectable, infused, cell and gene therapy, drug/device, or other high-touch therapies preferred.
Experience supporting business growth, client expansion, solution design, or service model development preferred.

Responsibilities

Provides senior strategic and operational leadership for Patient Services programs and capabilities, ensuring alignment with PRO-spectus business objectives, client expectations, patient needs, compliance requirements, and service excellence standards.
Leads a portfolio of complex Patient Services programs and/or functional capabilities, including reimbursement support, benefits investigation, prior authorization support, appeals navigation, affordability resources, patient assistance programs, case management, adherence support, and patient/provider engagement.
Partners with the Head of Patient Services to define function-level priorities, operating models, governance routines, staffing strategies, performance expectations, and scalable service delivery approaches.
Serves as a senior client-facing leader, building trusted relationships with client stakeholders and participating in strategic planning, business reviews, performance discussions, issue resolution, escalation management, and growth-related conversations.
Translates client strategy, product needs, therapy complexity, and access challenges into executable program designs, workflows, policies, SOPs, reporting frameworks, quality standards, training approaches, and staffing models.
Ensures assigned programs and teams meet or exceed service level commitments, contractual obligations, regulatory requirements, quality expectations, audit readiness standards, and internal performance goals.
Establishes, monitors, and evaluates key performance indicators across operational, quality, compliance, patient access, client satisfaction, employee engagement, productivity, and financial performance dimensions.
Uses data, trend analysis, root cause evaluation, and performance insights to identify risks, opportunities, and improvement priorities; drives action plans that produce measurable improvement across programs and teams.
Oversees program governance, including performance routines, escalation pathways, issue management, risk mitigation, CAPA support, policy adherence, audit readiness, and continuous improvement planning.
Provides leadership for new program implementations, transitions, expansions, and service model enhancements, including launch readiness, workflow design, technology configuration, staffing, training, reporting, and go-live support.
Leads or sponsors cross-functional initiatives that improve operational scalability, patient/provider experience, quality, compliance, automation, reporting, technology utilization, and team effectiveness.
Partners with Quality, Training, Workforce Management, Technology, Compliance, Human Resources, Finance, Client Services, Market Access, Revenue Cycle Management, Pharmacy, and Clinical Adherence teams to optimize resources and strengthen end-to-end service delivery.
Maintains strong operational command of staffing, capacity, productivity, utilization, and resource planning; ensures leadership teams are proactively adjusting plans to support program volumes, client commitments, and business priorities.
Supports budget planning, staffing forecasts, financial performance reviews, cost management, and resource allocation in partnership with leadership and Finance.
Provides strategic oversight of policies, procedures, SOPs, work instructions, training materials, quality monitoring processes, client-specific requirements, privacy expectations, pharmacovigilance/product complaint reporting, and other applicable compliance standards.
Acts as a senior escalation point for complex operational, client, compliance, patient access, staffing, technology, or performance issues, ensuring timely resolution and clear communication with stakeholders.
Coaches, develops, and manages directors, managers, supervisors, and/or senior individual contributors; strengthens leadership capability, succession readiness, employee engagement, and accountability across the Patient Services organization.
Builds and sustains a high-performing remote leadership culture grounded in collaboration, trust, transparency, patient-centered decision-making, operational discipline, and continuous improvement.
Identifies emerging reimbursement, payer, specialty pharmacy, market access, healthcare technology, and patient support trends; applies insights to improve service models, client strategy, and operational readiness.
Prepares and presents program performance, business objectives, risks, recommendations, strategic plans, and improvement initiatives to internal and external senior stakeholders.
Supports business growth by contributing operational expertise to client expansion discussions, solution design, implementation planning, and differentiated service offerings.
Performs other duties as assigned.