Assistant Vice President, Patient Services

Overview

POSITION SUMMARY:

The Assistant Vice President (AVP) of Patient Services is responsible for providing operational leadership andoversight across Patient Services programs, including patient access, reimbursement support, patient supportcenter operations, HUB services, care coordination, and related patient engagement activities. This leader willdrive operational performance, quality outcomes, and service excellence while ensuring patients, providers, andpharmaceutical partners receive an exceptional experience throughout the patient journey.The AVP will partner closely with Operations, Clinical Services, Technology, Compliance, Client Services, Financeand executive leadership to optimize workflows, implement scalable solutions, improve efficiency, and supportbusiness growth initiatives.

Responsibilities

KEY RESPONSIBILITIES:

1. Operational Leadership• Lead day-to-day Patient Services operations across patient access and support programs• Ensure achievement of service level agreements, operational KPIs, quality standards, and patientexperience goals• Identify opportunities to improve workflow efficiency, scalability, and operational performance• Drive standardization and implementation of best practices across teams2. Team Leadership & Talent Development• Lead and develop high-performing managers and operational teams• Foster a culture of accountability, collaboration, and continuous improvement• Support succession planning, workforce development, and employee engagement initiatives• Mentor leaders and create development pathways3. Patient Experience & Service Excellence• Champion patient-centered service delivery across all support programs• Monitor patient satisfaction trends and identify opportunities for improvement• Ensure seamless patient journeys through proactive issue identification and resolution• Partner with QA teams to improve communication quality and service consistency4. Performance & Financial Management• Monitor operational KPIs including turnaround time, speed to therapy, quality metrics, staffingefficiency, and productivity• Sets clear expectations for all program leadership levels related to decision-making that impactsfinancial results.• Support budget management and resource planning efforts• Partner with Finance and leadership teams on forecasting and workforce optimization initiativesIssued: May 2026 Page 2 of 2• Utilize operational analytics to drive informed decision making5. Technology & Process Improvement• Lead implementation and optimization of technology platforms supporting patient servicesworkflows• Partner with technology teams to automate manual processes and improve operational efficiency• Support implementation of AI, analytics, CRM, and workflow tools across Patient Servicesfunctions• Drive continuous improvement initiatives6. Client & Cross Functional Partnership• Partner with Client Services and business leaders to ensure successful program execution andclient satisfaction• Collaborate across Operations, Compliance, Pharmacy, Technology, and Clinical teams• Support business development efforts by providing operational expertise during solution designand implementationsThe above duties are meant to be representative of the position and not all-inclusive.

Qualifications

MINIMUM JOB REQUIREMENTS:

Education• Bachelor's degree required• Advanced degree preferred, including MBA, MHA, PharmD, or related healthcare fieldExperience• 10+ years healthcare, HUB, specialty pharmacy, patient access, or patient support experience• 5+ years leadership experience managing operational teams• Experience leading large teams and complex patient support programs• Strong understanding of reimbursement, patient access, and healthcare operationsSkills• Strong operational leadership capabilities• Experience with KPI management and process improvement• Financial and workforce planning experience• Excellent communication and relationship management skills• Experience with CRM systems, patient support technology, and analytics platformsPHYSICAL DEMANDS:Reasonable accommodations may be made to enable individuals with disabilities to perform the essentialfunctions.Ability to travel out of state 25%