[Remote] Sr. Director, Patient Services - Client Program Strategy - Healthcare

Note: The job is a remote job and is open to candidates in USA. PRO-spectus is a company focused on improving patient access to care, and they are seeking a Senior Director for Patient Services to lead strategic and operational initiatives within their Patient Services programs. This role involves overseeing the design and execution of patient-centered service models, building client relationships, and ensuring compliance and quality across multiple programs.ResponsibilitiesProvides 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 standardsLeads 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 engagementPartners with the Head of Patient Services to define function-level priorities, operating models, governance routines, staffing strategies, performance expectations, and scalable service delivery approachesServes 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 conversationsTranslates client strategy, product needs, therapy complexity, and access challenges into executable program designs, workflows, policies, SOPs, reporting frameworks, quality standards, training approaches, and staffing modelsEnsures assigned programs and teams meet or exceed service level commitments, contractual obligations, regulatory requirements, quality expectations, audit readiness standards, and internal performance goalsEstablishes, monitors, and evaluates key performance indicators across operational, quality, compliance, patient access, client satisfaction, employee engagement, productivity, and financial performance dimensionsUses 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 teamsOversees program governance, including performance routines, escalation pathways, issue management, risk mitigation, CAPA support, policy adherence, audit readiness, and continuous improvement planningProvides leadership for new program implementations, transitions, expansions, and service model enhancements, including launch readiness, workflow design, technology configuration, staffing, training, reporting, and go-live supportLeads or sponsors cross-functional initiatives that improve operational scalability, patient/provider experience, quality, compliance, automation, reporting, technology utilization, and team effectivenessPartners 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 deliveryMaintains 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 prioritiesSupports budget planning, staffing forecasts, financial performance reviews, cost management, and resource allocation in partnership with leadership and FinanceProvides 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 standardsActs as a senior escalation point for complex operational, client, compliance, patient access, staffing, technology, or performance issues, ensuring timely resolution and clear communication with stakeholdersCoaches, develops, and manages directors, managers, supervisors, and/or senior individual contributors; strengthens leadership capability, succession readiness, employee engagement, and accountability across the Patient Services organizationBuilds and sustains a high-performing remote leadership culture grounded in collaboration, trust, transparency, patient-centered decision-making, operational discipline, and continuous improvementIdentifies emerging reimbursement, payer, specialty pharmacy, market access, healthcare technology, and patient support trends; applies insights to improve service models, client strategy, and operational readinessPrepares and presents program performance, business objectives, risks, recommendations, strategic plans, and improvement initiatives to internal and external senior stakeholdersSupports business growth by contributing operational expertise to client expansion discussions, solution design, implementation planning, and differentiated service offeringsPerforms other duties as assignedSkillsDeep 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 trendsProven ability to lead complex Patient Services, HUB, reimbursement, case management, specialty pharmacy, healthcare operations, or access support programs at scaleDemonstrated strategic leadership capability, including experience translating business and client objectives into operating models, performance standards, staffing strategies, and measurable outcomesStrong client-facing executive presence, with the ability to build trusted relationships, communicate performance and risk, lead strategic business reviews, manage escalations, and influence senior stakeholdersExcellent analytical, organizational, communication, presentation, and problem-solving skillsDemonstrated ability to use data, reporting, dashboards, financial indicators, operational metrics, and quality insights to make decisions and drive continuous improvementStrong leader-of-leaders capability, including experience coaching managers, developing leadership talent, managing performance, supporting succession planning, and building engaged teamsAbility to lead remote, distributed teams across multiple time zones while fostering accountability, collaboration, employee engagement, and consistent executionExperience overseeing program implementations, transitions, expansions, process redesign, workflow optimization, technology enablement, and change managementProficiency using CRM, healthcare management, case management, contact center, workforce management, reporting, quality monitoring, and other relevant technology platformsStrong understanding of operational quality, SOP governance, training compliance, audit readiness, CAPAs, risk management, and continuous improvement practicesCustomer-focused and patient-centered mindset with a commitment to improving access, affordability, and the end-user experienceAbility to balance strategic priorities with operational urgency, manage ambiguity, adapt to changing client and program needs, and operate effectively in a fast-paced environmentDedication to maintaining confidentiality, ethical standards, compliance expectations, and professional integrityBachelor's degree or equivalent experience in a related field required10+ 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 environment7+ years of people leadership experience, including experience leading managers, supervisors, leaders of teams, or multi-program operationsAdvanced degree in healthcare administration, business, life sciences, public health, nursing, pharmacy, or related field preferredExperience leading client-facing healthcare programs, patient support services, reimbursement operations, access programs, specialty product support programs, or enterprise-level service delivery strongly preferredExperience with strategic program design, new program implementations, program transitions, client business reviews, audits, CAPAs, quality monitoring, workforce planning, budget support, and continuous improvement initiatives preferredExperience supporting rare disease, specialty, biologic, injectable, infused, cell and gene therapy, drug/device, or other high-touch therapies preferredExperience supporting business growth, client expansion, solution design, or service model development preferredBenefitsRobust medical, dental, and vision plansLife insurance and disability coverageTax-advantaged savings accountsEmployee Assistance ProgramHome office benefitsUnique perks like an Employee Ownership ProgramPaid time offHolidaysBereavement leave401(k)-retirement plan with employer matchingPerformance-based bonus opportunityCompany OverviewPRO-Spectus is a healthcare advisory firm that specializes in the pharmaceutical, medical device, and diagnostic healthcare industries. It was founded in 2008, and is headquartered in San Diego, California, USA, with a workforce of 51-200 employees. Its website is https://www.pro-spectus.com/.