Director, PSC (Patient Support Center) Operations Insights

Role Summary

Director, PSC (Patient Support Center) Operations Insights

Location: East Hanover/ Tempe

Responsibilities

• Leading a team of analytics professionals across multiple US and ex-US locations, to study case progression along the PSC patient journey with the goal of driving optimal patient, caregiver and Health Care Provider (HCP) experiences
• Motivating and inspiring the team by fostering and celebrating an environment of continuous learning.
• Assessing and analyzing performance against enterprise SLAs, TA/brand KPIs, and agent-level productivity metrics; identifying opportunity areas across TAs and efficiencies for agent performance.
• Partnering with Disease State Teams (DSTs), NPS Platform Strategy to help monitor program performance through program transitions, new brand launches as well as Sales Force Product launches.
• Define pre-launch analytical needs including data assets, vendor partnerships, dashboards, reporting infrastructure, and resource planning
• Oversee and conduct complex analyses to address strategic questions and deliver actionable business recommendations through synthesized findings

Qualifications

• Minimum 8+ years of analytics experience, showcasing a continuous growth in both responsibility and accountability
• Minimum 5+ years of reimbursement center operational analytics experience; Experience in Patient service/reimbursement analytics, market access analytics, or other related strategic analytics and management consulting a plus
• Proven track record of supporting data-driven decision-making, including assessing and identifying the support needed to address complex business challenges and enable shaping of organizational strategy.
• Results oriented with excellent communication and collaboration skills
• Management experience preferably within a matrix environment or second line leader. Ability to build, inspire, motivate, coach and develop a team
• Comfortable working in ambiguity with the ability to challenge traditional thinking to solve problems
• Demonstrated abilities to influence without authority, lead teams and develop/foster relationships with senior leadership

Education

• Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)

Skills

• Analytical thinking
• Data-driven decision making
• Stakeholder collaboration
• Team leadership and development
• Program and performance analytics