Associate Director, PSC Operations in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Director, PSC Operations based in United States.

This fully remote leadership role oversees patient service center operations supporting patients and healthcare providers across patient support programs.
You will lead a large team while ensuring efficient, compliant, and high-quality service delivery across day-to-day operations.
The position combines people leadership, operational excellence, performance management, compliance, and continuous improvement.
You will use KPIs, customer feedback, and operational data to identify opportunities and strengthen patient and provider experiences.
The role requires close collaboration with cross-functional teams and external partners in a complex, highly regulated healthcare environment.
You will also communicate operational performance, compliance priorities, successes, and improvement opportunities to senior stakeholders.
Success requires strong healthcare operations expertise, analytical thinking, change leadership, and the ability to inspire teams while maintaining accountability.

• Lead, mentor, coach, and motivate a team of more than 50 direct and indirect reports, fostering a positive, inclusive, and high-performance culture.
• Oversee daily Patient Service Center operations to ensure consistent, efficient, compliant, and high-quality service delivery.
• Establish and maintain performance expectations, service levels, policies, procedures, and operational standards.
• Monitor KPIs and performance data to identify trends, operational gaps, and opportunities for continuous improvement.
• Analyze patient and customer feedback to improve service quality, resolve issues, and enhance the overall patient and provider experience.
• Ensure operations comply with applicable healthcare regulations, privacy requirements, internal standards, and service level agreements.
• Collaborate with cross-functional teams and external partners to streamline processes, improve workflows, and implement operational enhancements.
• Prepare and deliver presentations and business updates covering compliance, patient care status, operational performance, successes, risks, and improvement opportunities.
• Lead quarterly business reviews and communicate relevant insights and recommendations to internal stakeholders.
• Stay current on industry trends, regulatory developments, and evolving patient support practices that may affect program delivery.
• Drive change initiatives while maintaining team engagement, operational continuity, and accountability.
• Exercise sound judgment in a fast-paced environment and take on additional responsibilities as business needs evolve.
• Travel up to 25%, primarily to Pittsburgh, Pennsylvania.

• Bachelor’s degree required, preferably in Life Sciences, Business, Healthcare Administration, or a related discipline.
• 7–10 years of progressive experience in patient services, patient support programs, pharmaceuticals, biotechnology, or another healthcare-related environment.
• Demonstrated leadership experience with the ability to inspire, develop, coach, and hold teams accountable for results.
• Experience leading large teams and managing operational performance in a customer or patient service environment.
• Strong understanding of patient service center or call center operations, KPIs, service levels, and quality performance management.
• Strong analytical capabilities, including experience with data analysis, performance reporting, operational dashboards, and digital tools.
• Proven ability to operate effectively within a matrix organization and collaborate across multiple functions and stakeholder groups.
• Excellent written and verbal communication skills, with the ability to present complex operational information clearly to leadership.
• Demonstrated learning agility, change management capabilities, and ability to influence stakeholders without direct authority.
• Strong customer focus, business judgment, initiative, problem-solving skills, and results-oriented mindset.
• Advanced degree in a related field is preferred.
• Experience in oncology, immunology, rare diseases, specialty pharmacy, or other complex therapeutic areas is preferred.
• Experience with CRM platforms, contact center technology, reporting dashboards, and Microsoft Office is preferred.
• Experience supporting both medical and pharmacy benefit products, including field reimbursement, is preferred.
• Ability to work independently, manage multiple deliverables, and maintain performance in a fast-paced environment.

• Fully remote work arrangement within the United States.
• Opportunity to lead a large, high-impact team supporting patient and provider services.
• Broad exposure to healthcare operations, patient support programs, compliance, analytics, and cross-functional business initiatives.
• Opportunity to influence operational strategy and continuous improvement within a complex healthcare environment.
• Leadership and professional development opportunities through team coaching, change initiatives, and strategic projects.
• Collaborative environment focused on patient experience, operational excellence, inclusion, and continuous improvement.
• Potential travel of up to 25%, primarily to Pittsburgh, Pennsylvania, providing opportunities for in-person collaboration.
• Comprehensive employee benefits and programs, subject to applicable eligibility and plan terms.
• Inclusive work environment with support and accommodations available for candidates with disabilities.