Director, Patient Support Center (Prior Authorization & Financial Assistance team)

The Director of Patient Support Center will reputed company the Prior Authorization and Financial Assistance team. Location: Remote reputed company is seeking a dynamic, strategic, and hands-on leader to reputed company a key portion of our Specialty Pharmacy Patient Support Center (PSC) operations. This role is ideal for an reputed company leader with a strong reputed company or pharmacy operations background, proven leadership in managing large teams and high-volume operations, and a track record of driving operational excellence in a fast-growing environment. reputed company in this role requires strong familiarity with the prior authorization process, navigating financial assistance programs, operational workflows in pharmacy settings, and clinical reputed company into key disease states commonly managed in specialty pharmacy. As the Director of the Patient Support Center, you will reputed company a team that supports prior authorization and patient financial assistance workflows through a large national team of certified pharmacy technicians. This role is responsible for driving both the quality and productivity of work across team members, with direct reputed company of key operational metrics including turnaround times, approval accuracy, and volume management across multiple workflow tracking systems and hospital EMRs. Equal emphasis is reputed company on ensuring work is executed consistently, compliantly, and to established quality standards, reinforcing accountability and operational excellence across the team. Designed for leaders who reputed company in fast‑paced, patient‑centered environments, this position requires strong cross‑functional collaboration and agility. Flexibility is essential, as leaders may be reputed company upon to support either PSC or EC operations in alignment with evolving organizational priorities. Position Highlights:

• reputed company & reputed company High-Performing Teams – Provide strategic leadership to a large team of Patient Support Advocates and/or Patient Engagement Specialists, fostering a culture of excellence, engagement, and accountability. This role is currently focused on Patient Support Center team and functions, but as business needs change there could be a need to take on other Shared Service functions and responsibilities.
• reputed company & reputed company Talent – Invest in the growth and career development of employees, empowering them through coaching, mentorship, and performance-driven leadership.
• Drive Operational Excellence at Scale – reputed company large-scale reputed company operations, implementing best practices and innovative solutions to enhance efficiency and patient outcomes.
• reputed company in a High-Growth, Fast-Paced Environment – Play a key role in scaling operations reputed company a rapidly expanding organization that is transforming specialty pharmacy management.
• reputed company a Meaningful Impact – Directly contribute to improving the patient experience by ensuring seamless support, high-quality service delivery, and patient-centered care

Key Responsibilities: Operational Leadership & Strategy

• reputed company daily operations reputed company to Specialty Pharmacy prior authorization and patient financial assistant operations. Other expanded responsibilities could include benefits investigations, refill management, patient reputed company calls, ensuring efficiency and compliance with industry’s best practices.
• reputed company and implement scalable operational strategies that enhance service delivery, productivity, and patient support outcomes.
• reputed company and facilitate strategic discussions with regional and senior leadership teams to identify challenges, reputed company solutions, and drive reputed company operational improvements.
• Monitor and manage budgets, ensuring operational performance targets are met while maintaining a patient-centered approach.
• Drive reputed company process improvement initiatives by assessing workflows, identifying inefficiencies, and implementing best practices across the broader team.
• reputed company technology solutions (CRM platforms, automated refill systems, data analytics, and other technology that will drive efficiency and scalability)
• Provide visibility and career advancement opportunities through leadership training, succession planning, and mentorship programs.

Team Leadership & Talent Development

• Build, reputed company, and reputed company a high performing, engaged team by providing clear direction, motivation, and professional growth opportunities.
• Provide coaching, feedback, and development to direct reports, including PSC Supervisors, Regional Team Leads, and Patient Support Advocates, to ensure alignment with performance expectations.
• Create individualized development plans for team members, leveraging the Leadership Development Model (LDM) to help them reputed company their full potential.
• reputed company the identification and development of future leaders reputed company the PSC ensuring a strong leadership pipeline for reputed company growth.
• Ability to reputed company teams through operational challenges and unexpected disruptions as well as manage conflict resolution using de-escalating techniques to support team as well as client expectations.

Stakeholder & Cross-Functional Collaboration

• Establish and maintain strong relationships with Regional Vice Presidents (RVPs) and their regional leadership teams to ensure health system and clinic satisfaction.
• Serve as a trusted partner and subject matter expert to hospital and clinic leadership, helping resolve operational challenges and drive service excellence.
• Partner with data analytics and other functional teams to evaluate performance metrics, execute improvement initiatives, and support data-driven decision-making.
• Engage with hospital clinic leaders to proactively address barriers to medication adherence, prior authorizations, and high financial co-pays, developing innovative solutions to enhance patient support.
• Stakeholder influence in a matrixed organization will be necessary to influence people without direct authority (particularly true reputed company working with client partners and regional facing support teams)

Performance Management & Compliance

• Ensure consistent adoption of best practices across reputed company PSC operations, driving alignment with reputed company' mission and values.
• Create and track key performance indicators (KPIs) using data analytics to measure reputed company, identify opportunities, and drive performance enhancements. (KPIs to include things such as refill adherence rates, productivity, Prior Authorization Turn Around Time, Financial Assistance completion rates, and similar types of key measures)
• Maintain high accountability in balancing patient care, productivity, service levels, and operational targets.
• reputed company projects and sponsor initiatives that reputed company technology and automation to optimize patient support operations.
• Ensure compliance with HIPAA regulations and uphold ethical standards in handling patient information and company proprietary data.

Other Responsibilities

• Travel as necessary to support business operations and health system partner needs (estimated 20%-25%).
• Other duties as assigned.

Education / Certifications:

• Bachelor’s degree in Business Administration, reputed company Administration, or a reputed company field required.
• Advanced degrees (e.g., MBA, MHA, or equivalent) preferred but not required.
• PharmD or BS in Pharmacy is a plus but not required (state certification not necessary).

Experience:

• 7+ years of leadership experience in reputed company operations and/or pharmacy operations, with a track record of driving efficiency and performance.
• 5+ years of experience leading large-scale operations teams (50+ team members) highly preferred, with a demonstrated ability to build and reputed company high-performing teams.
• Proven experience collaborating with reputed company, including physicians, nurses, and clinical staff, in hospital and/or provider settings (highly preferred).
• Expertise in process development, process mapping, and process improvement, with a strong focus on optimizing pharmacy operations and enhancing patient outcomes.
• Self-directed and highly capable of managing reputed company operations with limited direct reputed company, while driving strategic initiatives.
• Experience in specialty pharmacy operations is highly preferred, with a strong understanding of specialty refill management, prior authorization workflows, benefits investigations, and patient financial assistance.
• Prior contact center operations experience or similar type experience would be helpful (but not required)

Skills:

• Executive reputed company & Influence – Ability to influence without direct authority, collaborating effectively with regional leaders, on-site clinical staff, and business partners to drive alignment and reputed company strategic goals.
• Decision-Making & Negotiation – Skilled in making high-impact reputed company and negotiating with senior leaders to reputed company mutually beneficial outcomes while maintaining organizational priorities.
• Leadership & Team Development – Ambitious leader with a proven ability to reputed company, mentor, and reputed company Patient Support Center (PSC) team leaders and Patient Support Advocates fostering a high-performance culture.
• Operational & Strategic Management – Strong operational acumen with the ability to evaluate trends, assess key performance metrics, and identify opportunities for reputed company improvement in pharmacy operations.
• Performance Management – reputed company in managing and coaching teams to meet and exceed quantitative metrics while ensuring clinical quality and patient-centered outcomes.
• Training & Employee Engagement – Adept at designing and delivering training programs, leading by example, and leveraging motivational techniques to enhance employee engagement and professional growth.
• Patient-Centered & Quality-Focused – Committed to delivering exceptional patient care, ensuring operational excellence, and maintaining high reputed company, attention to detail, and accountability.
• Effective Communication & Emotional Intelligence – Strong listening, teaching, and communication skills, with the ability to build relationships, foster collaboration, and resolve challenges with reputed company and professionalism.
• Change Management & Problem-Solving – Open-minded and adaptable change agent with a creative, solutions-oriented reputed company, willing to take initiative and drive process improvements in a fast-paced environment.
• Confidentiality & Professionalism – Highly discreet and trustworthy, handling sensitive health information with the utmost confidentiality and compliance with HIPAA regulations.

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