Director of PSC Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of PSC Operations based in the United States.

This senior leadership role will shape the strategy and operational performance of a large Patient Service Center <organization.You> will help design and scale integrated patient support solutions that improve access to medications and the overall patient experience.The role combines strategic planning, operational leadership, financial accountability, and client <partnership.You> will oversee complex services spanning patient access, contact center operations, data management, reimbursement, education, and copay assistance.Working across a highly matrixed and regulated healthcare environment, you will collaborate with senior stakeholders and cross-functional teams.The position offers the opportunity to lead innovation, strengthen operational excellence, and develop high-performing teams.This is a fully remote U.S. opportunity with travel of up to 25% and locations available across multiple states.

Accountabilities

• Partner with senior leadership to define and execute the strategic vision, growth plans, and operating model for Patient Service Center services.
• Lead large, highly matrixed teams of leaders and agents, establishing clear accountability for performance, service quality, productivity, and business outcomes.
• Oversee day-to-day operations across patient access, contact center services, data management, client services, and related patient support functions.
• Develop and implement innovative patient support programs covering medication access, patient education, reimbursement support, and copay assistance.
• Collaborate closely with compliance, technology, commercial, and other internal stakeholders to ensure coordinated and effective service delivery.
• Serve as a senior subject matter expert and strategic partner to pharmaceutical clients, strengthening satisfaction, trust, and long-term relationships.
• Ensure operations comply with applicable healthcare regulations and industry standards, including HIPAA and FDA requirements.
• Manage budgets, financial targets, resource allocation, and operational investments to support sustainable growth and scalability.
• Establish and monitor KPIs, use data and performance insights to identify improvement opportunities, and drive continuous process optimization.
• Lead innovation and operational transformation initiatives that improve efficiency, scalability, patient experience, and service outcomes.
• Mentor and develop PSC leadership and staff, fostering an inclusive, collaborative, and high-performance culture.
• Travel up to 25% as required to support business and stakeholder needs.

Requirements

• Bachelor’s degree in healthcare, business, or a related field; a Master’s degree, MBA, or relevant graduate degree is preferred.
• At least 10 years of relevant experience in healthcare, biotechnology, pharmaceuticals, specialty pharmacy services, or a related industry.
• At least 5 years of experience leading contact center services or patient access programs, including operational leadership and client-facing or client-functional responsibilities.
• Demonstrated success leading large teams, managing complex operations, and delivering measurable improvements in performance and service quality.
• Deep understanding of pharmaceutical industry dynamics, reimbursement models, patient access challenges, and healthcare regulatory requirements.
• Experience with specialty healthcare areas such as oncology, immunology, or rare diseases.
• Proven ability to manage budgets, operational metrics, resource allocation, and financial targets.
• Strong knowledge of patient support, access services, reimbursement, copay assistance, and related healthcare service models.
• Experience with Commercial, Medicare, and Medicaid insurance structures and patient out-of-pocket dynamics is highly desirable.
• Experience managing vendors, including external contact center or digital service providers, is preferred.
• Strong understanding of data analytics and digital tools used in patient support or HUB operations.
• Exceptional leadership, mentoring, communication, and stakeholder-management capabilities, with the ability to influence at all organizational levels.
• Demonstrated ability to develop innovative solutions, navigate ambiguity, and operate effectively in a fast-paced, highly regulated environment.
• Strong customer orientation, business judgment, fact-based decision-making, emotional intelligence, and continuous-improvement mindset.

Benefits

• Base salary: $150,000–$258,750, with actual compensation determined by factors such as experience, skills, location, and qualifications.
• Fully remote work opportunity within the United States, with travel of up to 25%.
• Eligibility to participate in a long-term incentive program.
• Retirement benefits including pension and a 401(k) savings plan.
• Vacation: 120 hours per calendar year.
• Sick time: 40 hours per calendar year, with enhanced allowances in certain states.
• Holidays: 13 paid holiday/floating holiday days per calendar year.
• Work, Personal and Family Time of up to 40 hours per calendar year.
• Parental leave: up to 480 hours within one year following birth, adoption, or foster care placement.
• Bereavement leave and caregiver leave programs.
• Volunteer leave of up to 32 hours per calendar year.
• Military spouse time-off of up to 80 hours per calendar year.
• Opportunities to lead high-impact healthcare operations and develop innovative patient support solutions.
• A leadership environment focused on professional growth, collaboration, inclusion, continuous improvement, and operational excellence.