Operations Director, Patient Services

What you can expect in a Operations Director, Patient Services role with PRO-spectus….

The Operations Director, Patient Services is responsible for overseeing the day-to-day operations of Internal Operations, ensuring efficient and effective business practices and fostering a productive and positive work environment.

The Operations Director, Patient Services closely interacts with business development and operation groups with responsibility for development and implementation of PRO-spectus service solutions.

This role is responsible for the execution of the innovative programs that are built to demonstrate definitive value for our client and their stakeholders (patients, providers, sales team, market access team and others).

In this highly visible leadership role, you'll have the unique opportunity to lead project teams including multiple layers of management to serve our clients by developing and delivering innovative patient services.

Here is where you come in….

Core Duties/Responsibilities:

Operational Management of Program Launches & SOPs

Program Solution Design & Development

• In collaboration with cross functional leaders, work to develop launch and commercialization strategies using market research of the payer / provider landscape, healthcare reimbursement trends, product lifecycle data, etc.
• In collaboration with cross functional leaders, work to analyze the product needs and the client goals to develop a proposed solution for addressing needs with consideration to risks, opportunities and regulatory compliance – the solution should identify value for all client stakeholders (external and internal)

Program Launch

• Actively participate in the implementation of new clients and services to ensure that the contracted solution is implemented and delivered at an exceptional service level.
• Oversight and communication of SOPs required for the program.
• Develop and implement operational policies and procedures.
• Ensure smooth and efficient functioning of business processes.

Post-Launch

• Work with internal team, and newly engaged clients to develop solutions addressing program unmet needs, demonstrating value for each.
• Actively participate in meetings with newly engaged clients.
• Collaborate with internal stakeholders to develop solutions and meaningful service levels (KPIs/SLAs) that measure the value of the solutions, the performance of PRO-spectus and, as applicable, client ancillary providers.
• Evaluate launch performance for efficiencies, providing recommendations to continually leverage technology and people for increased effectiveness and value.
• Identify and communicate process flow and training needs for new newly launched programs, serving as an active leader and mentor to immediate team.

Team Leadership

• Lead and manage a team of internal operational staff.
• Foster a collaborative and high-performance work environment.
• Conduct regular performance reviews and provide professional development opportunities.
• Address and resolve any employee issues or conflict.

Project Management

• Oversee the planning, execution, and completion of key projects.
• Ensure projects are completed on time, within scope, and within budget.
• Coordinate with cross-functional teams to achieve project goals.
• Identify and mitigate project risks

Quality Control

• Maintain high standards of quality and compliance in all launch activities.
• Implement and monitor quality assurance processes and associated reporting.
• Ensure adherence to industry regulations and standards.

We’d love to work with you have the following….

Skills / Requirements

• Proven experience with direct oversight of service solutions including assessment, concept, launch, growth and sunset with measurable results.
• Passion for taking on complex product solutions with multi-faceted competitive industry landscape.
• Excellent communication and interpersonal abilities with the ability to effectively collaborate and influence stakeholders.
• Ability to drive a strategy based on competition, market dynamics and emerging technologies.
• Innovative and confident in designing & recommending solutions that require taking educated and calculated risks to problem solve and deliver wins.
• Flexibility & Agility: Ability to proactively monitor and adjust activities to respond to changing circumstances and priorities to meet goals.
• Analytical mindset with strong problem-solving skills with the ability to act independently with sound business intelligence and professional maturity, while working through others to accomplish goals.
• Ability to create consensus among cross-functional departments and bring closure to projects/initiatives and to prepare presentation(s), proposal(s) or RFP responses in support of proposed solutions.
• Ability to cultivate relationships and capable of understanding and navigating complex, organizational structure.
• Proven track record of managing, developing and leading teams.
• Healthcare industry experience providing or managing product service solutions, biopharma specialty product experience a plus

Education, Certifications and Experience:

• Bachelors’ degree in health sciences, business, public health administration or social services; masters or advanced degree a plus
• 8-10 years of experience in healthcare patient services with demonstrated experience growing services through innovation and value.
• Knowledge of the specialty pharmaceutical and biotech marketplace and commercialization of products with knowledge of industry regulations and standards.

Physical Requirements:

• As a remote-forward organization, this position operates in a professional office environment and teleworking from the employee’s home address listed in their employment file.
• Prolonged periods of sitting at a desk and working on a computer
• Keyboarding
• Speaking
• Must be able to lift up to 15 pounds at times
• Flexibility of working hours to support activities across EST to PST zones

Our PRO-spectus Culture Philosophy

At PRO-spectus we have created a culture that is supportive, dedicated, and teamwork driven. We celebrate each other’s joys in personal life and professional accomplishments, promoting meaningful relationships and friendships.

Our employees bring strength of mind and spirit to make the extraordinary happen every day. With humility and compassion at our core, PRO-spectus is proud of our relentless focus towards the higher purpose of improving the lives of patients we support.

We recognize it takes a lot of people working together with a common goal to make spectacular happen, and we never forget that at the heart of our company are the people who make it work.

PRO-spectus is an Equal Opportunity / Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, protected veteran status, marital status or other protected status under federal, state or local laws.