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| Senior Director, Patient Services - Job # 1934 |
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Client Synopsis:
Full Scale Solutions is currently recruiting for the following position located in RTP, North Carolina. Our Client is a rapidly growing biopharmaceutical company.
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Essential Duties and Responsibilities:
We are currently seeking a Senior Director of Patient Services who will be responsible for managing a business unit for our Client. This business unit is responsible for educating customers, provide services that reduce barriers to starting and staying on therapy (including Financial Assistance), ensure patient safety and compliance with FDA standards, and support people in managing their therapy for long-term benefits.
This incumbent will be responsible for developing, implementing, maintaining and improving existing and new programs and services. Additionally, the Sr. Director is responsible for developing the Patient Services strategies and tactics that are aligned to the brand strategies. This incumbent will lead the innovation for the future and the long-range plan our service offerings. The organization consists of the Patient Services Program Teams and the Patient Services Operations Center.
Responsibilities include:
- Develop and implement strategies that enable Patient Services to continue to positively impact the business through patient acquisition and retention and that create differentiation of Services in the marketplace. Focus on innovation and developing a sustainable competitive advantage for Patient Services is critical.
- Drive operational excellence by implementing process improvements for Patient Services Operations.
- Evaluate and analyze operations by way of systems reporting.
- Utilize department metrics and dashboards to monitor department performance and drive improvements.
- Use data to develop new programs, policies, and procedures to continuously improve service offerings, departmental efficiencies, working environment and service levels.
- Develop collaborative relationships and interface with key leaders, parties and partners affiliated with Patient Services. This includes, but is not limited to: Neurology Sales, Neurology Marketing, Managed Markets and Reimbursement, Regulatory Affairs, Information Technology, Finance, Human Resources, external Service Partners and key customer accounts in order to drive successful patient programs and positive patient experiences.
- Partners closely with Marketing to develop and integrate targeted Patient messaging regarding Patient Programs and Services. Furthermore, this position plays a critical role in developing the Patient Services materials and branding campaign.
- Builds, develops and manages the Patient Services Leadership Team ensuring high quality development opportunities, coaching and training of staff. Lead and manage 280+ organization, which includes creating transparent communication, development plans, career path opportunities and an efficient utilization of all available resources.
- Design new programs or tactics that will grow our enrollment in patient persistency programs, which drives patient compliance and retention.
- Work closely with Sales and Marketing organization to ensure entire organization shares common goals.
- Develop and adjust financial assistance strategy to maximize acquisition and retention efforts. Goal is reduce barriers for patients and to optimize our programs to create maximum benefit for the patient and company.
- Oversee Patient Risk Map Program for products and ensure FDA compliance for Therapies.
- Develop in-source/out-source strategy and manage several large service partners.
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Qualifications:
- MBA or Advanced degree with a focus on Operations and Strategy, continuous improvement, Healthcare Management, or other related discipline.
- Prior experience in a Customer Service Leadership capacity.
- 10 - 15 years of overall experience and 5+ years specific experience managing a contact center operation or equivalent.
- Healthcare industry related experience preferred.
- A proven track record for implementing business efficiencies that have positive impact on business.
- An understanding of telephony that may include ACD IVR, CTI, call monitoring and WFM.
- Ability to handle multi-task environment with responsibilities that are diverse or unrelated.
- Candidate must have excellent communication, interpersonal and organizational skills.
- Ideal candidate is a charismatic Leader who possesses the ability to budget effectively and monitor compliance with budget.
- Some travel will be required.
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 Our Client offers an exceptional salary and benefits package.
For confidential consideration please submit a resume and salary history to
Claire Cormier at claire@fullscalesolutions.com.
Full Scale Solutions is an Equal Opportunity Employer.
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