Director, PSC (Patient Support Center) Operations Insights

Role Summary

The Director, PSC Operations Insights leads analytics for the Patient Support Center (PSC) across US and select international locations, partnering with NPS, IDS, and Disease State Analytics to deliver data-driven insights that optimize the PSC patient journey from intake through reimbursement and adherence. The role defines analytical requirements for program launches, monitors performance against SLAs, KPIs, and productivity metrics, and drives improvements in efficiency across in-market and launch brands. Location: East Hanover, NJ or Tempe, AZ with 15% travel.

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 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

• Required: Minimum 8+ years of analytics experience, showcasing a continuous growth in both responsibility and accountability
• Required: 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
• Required: 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
• Required: Results oriented with excellent communication and collaboration skills
• Required: Management experience preferably within a matrix environment or second line leader. Ability to build, inspire, motivate, coach and develop a team
• Required: Comfortable working in ambiguity with the ability to challenge traditional thinking to solve problems
• Required: 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)

Additional Requirements

• Travel: 15% (domestic and/or international) as defined by the business