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

About the role

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.

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.
• Led 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.
• 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.
• 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.
• 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.
• 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.

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.

Qualifications

• Bachelor’s degree or equivalent experience in a related field required.
• Advanced degree in healthcare administration, business, life sciences, public health, nursing, pharmacy, or related field preferred.
• 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.
• 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.