Associate Director, PSC Operations

Accountabilities: Lead, coach, and motivate a team of more than 50 direct and indirect reports, supporting professional development, accountability, and strong service performance. Oversee daily patient service center operations, ensuring compliance with internal procedures, policies, and service level agreements (SLAs). Monitor key performance indicators (KPIs), analyze operational results, and identify opportunities to improve efficiency and service quality. Ensure patient support activities comply with applicable industry regulations, standards, and patient privacy requirements. Review customer and provider feedback, resolve service issues, and implement improvements that strengthen the patient experience. Partner with cross-functional teams and external stakeholders to streamline processes, improve workflows, and support effective program delivery. Create and deliver presentations to internal stakeholders covering compliance, patient care status, operational achievements, improvement opportunities, and quarterly business reviews. Promote a respectful, inclusive, and high-performance team environment. Stay informed about industry developments and regulatory changes that may affect patient support programs. Travel up to 25% of the time, primarily to Pittsburgh, Pennsylvania, and perform other duties as assigned. Requirements: Bachelor’s degree required, preferably in Life Sciences, Business, Healthcare Administration, or a related field. 8–10 years of progressive experience in patient services, patient support, pharmaceuticals, biotechnology, or other healthcare-related roles. Demonstrated leadership experience, with the ability to inspire and develop teams while maintaining clear accountability. Proven ability to work effectively in a matrix environment and collaborate with cross-functional stakeholders. Strong analytical capabilities, including experience with data analysis, performance reporting, and digital tools used in contact center or patient service operations. Excellent written and verbal communication skills, learning agility, and change management experience. Ability to influence stakeholders without direct authority and manage competing priorities effectively. Preferred qualifications: Advanced degree in a relevant field. Strong understanding of call center operations, patient support programs, performance metrics, and healthcare regulations. Experience in oncology, immunology, rare diseases, or specialty pharmacy environments. Proficiency with CRM platforms, call center software, reporting dashboards, and Microsoft Office. Experience across multiple disease states and therapeutic areas. Significant field reimbursement experience involving both medical and pharmacy benefit products. Ability to exercise independent judgment and manage deliverables in a fast-paced environment. Strong customer focus, collaboration, initiative, and results-oriented problem-solving skills. Benefits: Anticipated annual base salary of $127,000–$218,500, subject to applicable terms and conditions. Eligibility to participate in a consolidated retirement plan, including pension and 401(k) savings plans, subject to plan terms. Vacation: 120 hours per calendar year. Sick time: 40 hours per calendar year, with higher allowances for eligible employees residing in Colorado or Washington. Paid holidays: 13 days per calendar year, including floating holidays. Work, Personal and Family Time: Up to 40 hours per calendar year. Parental leave: 480 hours within one year of the birth, adoption, or foster care placement of a child. Bereavement leave: Up to 240 hours for an immediate family member and 40 hours for an extended family member per calendar year. Caregiver leave: 80 hours within a rolling 52-week period. Volunteer leave: 32 hours per calendar year. Military spouse time off: 80 hours per calendar year. Fully remote work arrangement within the United States.