Associate Director, PSC Operations

Responsibilities

• Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction.
• Oversee day-to-day operations, ensuring adherence to policies, procedures, and service level agreements (SLAs).
• Monitor key performance indicators (KPIs) and identify areas for operational improvement.
• Ensure all operations follow industry regulations and company standards.
• Analyze customer feedback to drive service enhancements and resolve issues.
• Collaborate with cross-functional teams and external partners to streamline processes and improve workflow in a respectful and positive manner.
• Supervise, coach, and mentor a team of 50+ direct and indirect reports, ensuring excellent patient service.
• Foster a positive, inclusive, and high-performance work culture.
• Responsible for the creation and delivery of presentations to internal stakeholders related to compliance, status of patient care, successes in operations, opportunities for improvement, and quarterly business reviews.
• Strong compliance approach, ensuring teams have a clear understanding of patient privacy laws.
• Stay abreast of industry trends and regulatory updates that may impact program delivery.
• Up to 25% travel required, primarily to Pittsburgh, PA.
• Other duties as assigned.

Requirements

• Bachelor's degree required, preferably in Life Sciences, Business, Healthcare Administration or related fields.
• 8-10 years of progressive experience in patient services, patient support, pharmaceutical, biotech or other healthcare industry roles.
• Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability.
• Proven ability to work efficiently in a matrix environment with cross functional teams.
• Strong analytical skills and experience in data analytics, preferably with experience in performance reporting and digital tools used in contact center operations and patient service operations.
• Proven oral and written communication skills, learning agility change management experience, and ability to influence without authority.

Preferred

• Advanced degree in related field.
• Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations.
• Experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments.
• Proficient with CRM platforms, call center software, reporting dashboards and Microsoft Office Suite.
• Experience in a broad spectrum of disease states and therapeutic areas.
• Significant field reimbursement experience with both medical and pharmacy benefit products.
• Ability to exercise independent judgment.
• Ability to manage deliverables in a fast-paced environment.
• Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities.