Description
We are seeking a Director to lead a high-performing, patient-centric client services program.
This role is responsible for overseeing program strategy, operations, and team performance in support of a large pharmaceutical copay initiative spanning multiple products and disease states.
Key Responsibilities
- Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives
- Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication
- Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development
- Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management
- Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives
- Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders
- Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence
- Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery
- Drive change management initiatives, including program enhancements and CRM/system updates
- Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations
- Represent the program in governance forums, including QBRs and strategic planning sessions
- Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities
Qualifications
- Bachelor’s degree with 7+ years of experience in healthcare, service, or information-based industries, including leadership experience
- Strong knowledge of specialty pharmacy and its integration with manufacturers and payors
- Proven leadership skills with experience coaching, motivating, and developing high-performing teams
- Excellent communication and presentation skills with strong interpersonal effectiveness
- Demonstrated ability to build and maintain collaborative relationships with internal and external stakeholders
- Strong analytical and organizational skills, with experience managing complex data and reporting processes
- Experience with financial and budget management
- Ability to operate effectively in a fast-paced, evolving environment with a high degree of independence
- Customer-focused mindset with strong professionalism, empathy, and service orientation
- Strong problem-solving, critical thinking, and active listening skills
- Advanced technical proficiency, including Microsoft Office and database management tools
- Contact center experience, including script review and training, preferred
The potential base pay range for this role is $150,000 - $165,000 annually.