Executive Director, Patient Solutions Operations

Who You Are

You are a patient-centered leader who combines operational excellence, strategic thinking, and a commitment to compliance to improve therapy access, enhance patient outcomes, and develop high-performing teams dedicated to advancing the patient experience.

The Executive Director, Patient Solutions Operations is responsible for the operational execution of United Therapeutics' patient support program, United Therapeutics Cares ("UT Cares"). This includes near-term and long-term operational planning to ensure the program is positioned to meet current and future patient needs. This senior leadership role holds accountability for ensuring our patient support programs are executed to the highest extent possible leading to a positive patient experience of starting and continuing one of our therapies.

This individual has direct responsibility for three functions: Patient Case Management, Access and Affordability Operations, and Support Operations, which includes Patient Support Quality, Compliance, and Systems. The leader builds, mentors, and develops these patient solutions operational teams, and oversees workforce management to ensure appropriate staffing, capacity, and capabilities.

Responsibilities

• Lead the operational execution of United Therapeutics' patient support program, UT Cares, and direct near-term and long-range operational planning to ensure program performance, capacity, and service continuity
• Provide leadership and oversight for Patient Case Management, Access and Affordability Operations, and Support Operations, including Patient Support Quality, Compliance, and Systems
• Own operational outcomes associated with the patient experience of starting and continuing therapy, including time to access therapy, resolution of non-clinical barriers, patient and HCP feedback, quality monitoring results, and compliant execution
• Establish, monitor, and govern patient support KPIs and operating metrics to evaluate program performance and inform decision-making
• Provide executive leadership with strategic insights, risk assessments, investment considerations, and recommendations related to program performance and operational priorities
• Lead, develop, and mentor patient solutions operational leaders and teams, fostering a performance-driven, collaborative, accountable, compliant, and patient-centered culture
• Establish and maintain program governance through documented SOPs, audit trails, quality controls, and operational oversight across patient-facing services
• Serve as the executive sponsor for patient support operational compliance reviews, audits, and corrective action oversight
• Lead continuous improvement initiatives that enhance operational efficiency, scalability, service quality, and patient satisfaction
• Direct workforce management planning and long-range capacity strategies to ensure patient and prescriber support needs are met through appropriate staffing and resource allocation
• Evaluate operational data and performance trends across internal and external patient support teams to identify risks, opportunities, and improvement priorities
• Ensure operational compliance with program business rules, operating procedures, quality standards, and monitoring requirements
• Partner with Patient Solutions and Channel Management leadership to execute new programs, operational enhancements, and strategic initiatives
• Promote a culture of continuous improvement through feedback-driven process enhancements, program optimization, and evolving patient and HCP support needs
• Lead the performance, development, succession, and engagement of direct reports through goal setting, coaching, mentoring, and performance management
• Ensure all Patient Solutions activities are executed in compliance with applicable laws, regulations, and company policies

Minimum Requirements

• Bachelor's degree in life sciences, business, or related field with 15+ years of progressive relevant experience, including progressive people leadership/management experience/leading effective teams or Master's degree with 13+ years of progressive relevant experience, including progressive people leadership/management experience/leading effective teams
• 10+ years of direct patient services/support/solutions experience leading teams to achieve consistent and measurable results
• Experience leading and motivating a multi-layered organization to achieve consistent results with a drive towards continuous improvement
• In-depth knowledge of patient support programs, case management, and adherence program designs
• In-depth experience utilizing CRM (e.g. Healthcloud, Salesforce) and CTI systems to carry out patient support related activities
• Specialty pharmacy and channel operations experience
• Strong communication and interpersonal skills, with the ability to effectively engage with patients, healthcare professionals, and cross-functional teams
• Excellent organizational, project management skills to lead an effective and compliant operation
• Strong understanding of CRM and related Patient Support Services technologies
• Demonstrated ability to partner with legal, regulatory, and compliance partners to ensure the highest level of program compliance and monitoring
• Empathy, compassion, and a patient-centric mindset to provide the best possible support and care
• Strong proficiency with Microsoft Office suite
• Ability to travel up to 20%

Preferred Qualifications

• Master's Degree in life sciences, business, or related field
• Experience with text or chat HIPAA compliant communication methods
• Experience with Tableau or similar business intelligence tools
• Experience with training
• Rare disease and / or complex therapy administration experience

Position Location & Travel

This position will be fully onsite, M-F, and will be located in the Morrisville, NC office of United Therapeutics. This position will require candidates to have the ability to travel up to 20%.