Director, Patient Services Operations The Director, Patient Services Operations will lead the development and execution of Patient Services operations, including patient onboarding, treatment preparation, REMS, and ongoing patient support.
Location: Raleigh/Durham, NC area
Responsibilities:
Develop and execute the Patient Services operational strategy.
Lead Patient Services Operations teams, including Case Managers and Supervisors.
Support the development and implementation of REMS requirements.
Build and improve processes supporting the patient journey.
Develop hiring plans and lead recruiting and onboarding for the Operations team.
Create and maintain SOPs, policies, quality standards, and escalation processes.
Develop training and team engagement materials.
Establish KPIs, SLAs, dashboards, and quality metrics to measure performance.
Implement quality monitoring, coaching, and continuous improvement programs.
Partner with cross-functional teams to support Patient Services strategy and operations.
Support CRM, phone systems, reporting, automation, and other operational infrastructure.
Ensure compliance with REMS, adverse event reporting, and applicable regulations.
Develop contingency plans to support business continuity and launch readiness.
Foster a strong team culture focused on patients, collaboration, and compliance.
Translate strategy into operational requirements and scalable processes.
Collaborate with internal and external partners to support patient and customer needs.
Use market and customer insights to improve engagement and operational effectiveness.
Qualifications:
Bachelor's degree in Life Sciences, Business, Marketing, Communications, or a related field.10+ years of relevant industry experience.5+ years of Patient Services Operations leadership experience.
Strong knowledge of Patient Services compliance and regulatory requirements.
Experience with Patient Services CRM and phone systems preferred.
U.S. pharmaceutical launch experience required.
Experience in CNS/psychiatry, specialty pharmaceuticals, or complex treatment areas preferred.
Strong cross-functional collaboration and communication skills.
Ability to analyze complex information and develop actionable strategies.
Strong presentation and leadership skills.
Ability to travel as needed, approximately 10–20%.
