Associate Director, Patient Services Training - Systems
About the role
We're looking for an Associate Director, Patient Services Training - Systems on the Patient Services Quality & Process Team to help us expand what's possible for patients with serious diseases. Reporting to the Associate Director, Patient Services Quality & Process, you'll lead the strategy, design, delivery, and continuous improvement of all systems-related training for our Patient Support Program Teams — bridging strategic vision with operational execution to ensure frontline teams are well-equipped, compliant, and confident in every tool they use. You will serve as a subject matter expert and organizational lead for our systems — including our CRM (Salesforce Health Cloud), telephony platforms (Five9), reporting and dashboard tools, and emerging patient services technologies. You will provide strategic training leadership across our Patient Services Teams including Intake, Case Management, Field Access Management, Patient Education, and overall patient services operations.
Responsibilities
- Lead and own the Patient Services-wide systems training strategy, aligning initiatives with organizational goals, product launches, and system roadmaps — serving as a strategic advisor to leadership on training gaps and workforce readiness
- Partner with senior leadership across Patient Services, IT, Compliance, and Commercial Learning & Development to influence system design decisions and ensure team readiness at every stage of system lifecycles
- Define, track, and present metrics