Director, Patient Support Programs (PSP)

About the role

As a global medtech company, we are driven by our Vision of changing the trajectory of lives for a new day and our Mission to create ingenious solutions that ignite patient turnarounds. Our relentless commitment to patients and strong legacy of innovation in healthcare are the foundation of our future. This role is responsible for the oversight and advancement of patient and provider services ensuring continuity of care for patients and seamless coordination with healthcare providers (HCPs). The team will focus on patient-facing services, providing personalized assistance throughout the therapy journey including product education, benefits navigation, scheduling support, and post-implant follow-up. The team will also support healthcare providers through services such as battery longevity calculations, end-of-service notifications, and device tracking updates.

The Director will lead a high-performing organization, drive operational excellence and data analytics, and collaborate cross-functionally to deliver impactful, compliant, and patient-focused services. This position requires deep expertise and a strong command of healthcare operations, team leadership, and compliance. This position will have multiple direct reports, lead a US organization, and report directly to the Senior Director, Commercial Operations.

Responsibilities

• Develop and execute strategic initiatives aligned with organizational goals.
• Create and manage dashboards to ensure proper metrics are in place throughout the organization.
• Oversee the design and delivery of core services including patient status updates, EOS notifications, prior authorization assistance, and benefits verification.
• Collaborate with external partners including healthcare providers and payors to ensure seamless patient support.
• Establish and monitor performance metrics to drive productivity and inform strategic decisions.
• Select, implement, and continuously evolve commercial platforms to meet user needs and deliver measurable business outcomes.
• Lead and manage the team, fostering a culture of accountability, collaboration, and excellence.
• Set clear goals, monitor team performance, provide coaching and feedback, and conduct performance evaluations.
• Recruit, onboard, and develop talent to build a high-performing organization.
• Manage budgets and resources effectively to support departmental objectives.
• Implement and monitor metrics to measure the effectiveness and impact of Patient Programs, identify trends and patterns, and make data-driven recommendations for improvements.
• Establish and maintain a robust system for tracking and reporting Patient Programs metrics, including key performance indicators and progress towards goals.
• Utilize strong analytical, negotiation, and problem-solving skills to effectively address any challenges or barriers for the success of Patient Programs initiatives.
• Facilitate clear communication within the team and across internal business teams, ensuring alignment.
• Partner with Commercial Operations peers and other internal teams on strategic initiatives.
• Stay current with industry trends, regulatory changes, and best practices.
• Ensure SOPs, training, and compliance standards are met across all patient-facing operations.
• Develop and enforce policies that ensure compliance with HIPAA and other healthcare regulations.
• Ensure team adherence to regulatory guidelines, privacy laws, industry best practices, the LivaNova Code of Ethics & Business Conduct, and the LivaNova Human Imperatives.

Requirements

• 10+ years of experience in healthcare-related Patient Support programs.
• 10+ years of progressive leadership and team management experience.
• 4+ years of experience within the medical device or pharmaceutical industries.
• BA/BS degree in a related field.
• Strong background in managed care, case management, reimbursement, and health insurance.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Exceptional written, verbal, and presentation skills.
• Strong problem-solving abilities within complex and compliance-regulated operations.
• Demonstrated ability to influence, lead, and collaborate across teams.

Location & Travel

U.S.-based remote. Occasional 10% travel may be required, depending on home office location.

Pay

A reasonable estimate of the annual base salary for this position is $170,000 - $190,000 plus discretionary annual bonus. Pay ranges may vary by location and are awarded based on experience.

Benefits

• Health benefits – Medical, Dental, Vision
• Personal and Vacation Time
• Retirement & Savings Plan (401K)
• Employee Stock Purchase Plan
• Training & Education Assistance
• Bonus Referral Program
• Service Awards
• Employee Recognition Program
• Flexible Work Schedules