Director, PSC (Patient Support Center) Operations Insights

Role Summary

Director, PSC (Patient Support Center) Operations Insights. Location: East Hanover, NJ or Tempe, AZ. The role provides insights and data-driven analytics to support PSC Operations, aligning with the mission to provide reimbursement support for patients and offices. Travel up to 15% required.

Responsibilities

• Leading a team of analytics professionals across multiple US and ex-US locations to study case progression along the PSC patient journey, driving optimal patient, caregiver, and 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 opportunities across TAs and efficiencies for agent performance
• Partnering with Disease State Teams (DSTs) and NPS Platform Strategy to monitor program performance through transitions, new brand launches, and Sales Force Product launches
• Defining pre-launch analytical needs including data assets, vendor partnerships, dashboards, reporting infrastructure, and resource planning
• Overseeing and conducting complex analyses to address strategic questions and deliver actionable business recommendations through synthesized findings

Qualifications

• Required: Minimum 8+ years of analytics experience with increasing responsibility; Minimum 5+ years of reimbursement center operational analytics experience; experience in patient service/reimbursement analytics or related strategic analytics and management consulting a plus
• Strong track record of data-driven decision-making and ability to address complex business challenges and shape organizational strategy
• Results-oriented with excellent communication and collaboration skills
• Management experience in a matrix environment; ability to lead, inspire, coach, and develop a team
• Comfortable with ambiguity and challenging traditional thinking to solve problems
• Ability to influence without authority and foster relationships with senior leadership

Education

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

Skills

• Reimbursement Insights and analytics within the pharmaceutical industry
• Proficiency with advanced analytical tools and market research
• Ability to analyze the implications of policies and regulations on pricing models and profitability