[Hiring] Senior Director, Patient Services - Client Program Strategy - Healthcare @PRO-spectus

Role Description

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, including:

• Benefits investigation
• Prior authorization support
• Appeals support
• Affordability resources
• Patient assistance
• Case management
• Adherence support
• Ongoing patient/provider engagement

As a senior leader within Patient Services, this role partners closely with the Head of Patient Services and cross-functional executive stakeholders to:

• Shape scalable operating models
• Strengthen client partnerships
• Advance operational excellence
• Ensure compliant, high-quality delivery across multiple programs and teams

The Senior Director serves as a strategic advisor to clients and internal leadership, translating business objectives, patient needs, market access dynamics, and contractual commitments into effective program design, performance expectations, staffing strategies, technology enablement, and measurable outcomes.

This role is accountable for leading through managers and senior operational leaders, building organizational capability, improving program performance, supporting growth, and fostering a collaborative, accountable, and high-performing culture aligned with PRO-spectus’ mission to help patients access the care they need.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Robust medical, dental, and vision plans
• Life insurance and disability coverage
• Tax-advantaged savings accounts
• Employee Assistance Program
• Home office benefits
• Employee Ownership Program
• Paid time off and holidays
• Bereavement leave
• 401(k)-retirement plan with employer matching
• Performance-based bonus opportunity