Director, Patient Support

Overview

 

 

 

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The Director, Patient Support will focus on operational and account leadership across all patient support programs.  This leader will be aligned to a specific functional area to oversee management staff, provide guidance on strategic goals, and drive overall performance across the business unit.  This leader will be aligned with strategic pharmaceutical manufacturer partnerships across non-commercial (PAP) and commercial direct-to-patient (cash) models.  The Director, Patient Support will be responsible for financial forecasting and budgeting, developing new business, and maintaining client relationships.  The role is instrumental in supporting the company’s strategic priorities: expanding digitally enabled hub services, delivering rapid therapy starts, and managing scalable, compliant patient support programs.

Responsibilities

Client and Program Oversight

• Drive operational excellence, optimize client relationships, and support operational management teams supporting patients on complex therapies.
• Applying knowledge operational process, technology, patient needs, provider space and brand attributes to meet the client and business needs.
• Responsible for adherence to contractual requirements and compliance guidelines.
• Manage operational relationships with clients including program performance to service levels, escalations, business reviews, monthly/annual budgeting, and execution of services.
• Delivers high performing teams.  Identifies specific skills/expertise needed to support business objectives and effectively matches skill requirements with talent.
• Develop performance standards for management teams and measures success against performance standards.
• Foster environment where team members are engaged, motivated, and encouraged to grow professionally.

 

Cross-Functional Collaboration

• Collaboration with cross-functional partners to communicate strategic objectives and create innovative service solutions that exceed customer expectations.
• Collaborate effectively with new business development, marketing, operations excellence, finance and client delivery to ensure internal and external objectives are aligned.

 

Strategic Leadership

• Creates vision and works with strategic account manager and program leaders to ensure clear understanding of team mission and goals.
• Introduce applicable service offerings, technology, and process efficiency to clients that drive improved patient outcomes and speed to access.
• Contribute to long-term strategic planning by identifying service enhancements and white-label opportunities.
• Stay informed on policy shifts, digital hub innovations, and evolving patient access barriers that could impact program design.
• Stay abreast of industry trends and important pending legislation impacting the business through internal/external experts and news/media outlets.

 

Organizational Leadership

• Identify and onboard operational leaders with proven ability to align with the company’s CHART values.
• Develop a succession plan for key management leaders.
• Coaching/Mentoring/Developing operational leaders to identify root cause remediation plans for operational challenges.
• Represents the company to team members and the public; always displaying CHART values
• Adherence to company policies/procedures and supports company practices.

 

Financial Responsibility

• P&L responsibility of aligned patient support programs.
• Effectively allocates team and financial resources to ensure objectives are achieved.
• Educates and manages accountability to financial objectives at all program leadership levels.
• Sets clear expectations for all program leadership levels related to decision-making that impacts financial results.
• Interprets contractual language for program leaders to support management to contractual terms.

 

Quality and Compliance

• Responsible for proactive, continued quality improvement across the business unit.
• Partners with quality experts internally to ensure completeness of all services and risk-mitigation efforts are executed fully.
• Maintains and expects the highest level of integrity and honesty throughout all business functions.
• Frequent collaboration with Operations Excellence to review quality trends a