Director, Patient Support Operations

Location: Gaithersburg, MD Wilmington, DE
Hybrid - 3 days per week in office

The incumbent is the leader of medical and business service operations. The Director is responsible for operational services including AZIC, and Patient Support Programs. This role will design, implement and enhance best in class customer support services. He/she provides market access program acumen to cross functional teams to ensure access services view of medical and business support strategy is represented. This position will report into the Senior Director, US Patient Support and will work in close partnership with other members of Patient Support Services team, AZ cross functional partners and with external suppliers. This position is based Gaithersburg, MD or Wilmington, DE. Business travel, by air or car, is required for regular internal and external business meetings. 

What You’ll Do: 

• Owns the development and execution of a functional team within US Patient Support Operations including hiring decisions, effectively assessing and coaching managers. 

• Manage supplier performance (approximately 96OSP) in accordance with AstraZeneca services 

• Oversee the external AstraZeneca Information Center (AZIC) vendor regarding identification and reporting of AEs, PQCS, and MIRS in alignment with AZ policy. 

• Manage 5-10-million-dollar budget, accurate and timely headcount, fee, and expense forecasts, regular financial reporting to senior leadership. 

• Responsible for delivering on Key Performance Metrics (KPI), Service Level Agreements (SLA), and superior customer experience. 

• Design and development of smart and lean processes to optimize the workflows of the team as well as optimal patient services strategies. 

• Functions as a member of the US Patient Support Operations Leadership Team and can provide management insights. 

• Complies with all laws, regulations and policies that govern the conduct of AZ's activities related to Patient Support Programs. 

• Remains current with GXP and quality process as it relates to AE, PQC, and MIR. 

Minimum Requirements: 

• Bachelor’s degree 

• 5+ years of experience in healthcare, including a pharmaceutical company role 

• Contact Center experience 

• Understanding of market access, patient affordability solutions, and healthcare delivery 

• Analytical skills including problem solving, forecasting, contract development and financial modelling 

• Proven negotiation & relationship building skills 

• Proven ability to lead teams in a matrixed organization 

Preferred Requirements: 

• An Advanced Degree (MA/MS/MBA)  

• Nursing or pharmacy experience 

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of 25% of the month from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.