Senior Director, Patient Service Center (PSC) Innovation & Implementation

Role Summary

Senior Director, Patient Service Center (PSC) Innovation & Implementation responsible for guiding the PSC/ATC capabilities, optimizing patient and customer experiences, and leading design and implementation of new product launches, indications, and customer experience innovations across access and fulfillment programs. Based in Horsham, PA or Titusville, NJ with potential domestic travel.

Responsibilities

• Lead continued optimization of patient and customer experiences delivered through the PSC/ATC model for Immunology and Oncology portfolios.
• Drive design, build, and implementation of new product launches, indication expansions, and customer experience innovations across access and fulfillment programs.
• Integrate with therapeutic area and Patient Experience Leadership Teams to design optimized end-to-end patient journeys and prioritize projects.
• Collaborate with PSC/ATC leadership to ensure program design accounts for operational considerations and needs.
• Innovate across technology platforms (AI, CRM, Pharmacy Software, Telephony, etc.) to enhance experience and efficiency in Cx delivery models.

Qualifications

• Bachelor‚Äôs degree
• Minimum of 10 years of relevant healthcare business experience with strong knowledge of the healthcare ecosystem (payers, providers, patients, pharmacies, infusion providers, etc.)
• Understanding of hub and pharmacy operations (structures, processes, technology, compliance, etc.) highly desired
• Strong strategy, innovation, analytical skills with excellent business acumen and ability to manage multiple priorities
• Experience developing, maintaining, and influencing strategic business relationships with internal and external suppliers and customers
• Excellent leadership skills with ability to work in an unstructured environment and manage project teams
• Excellent verbal and written communication skills and ability to present to all levels of leadership
• Dedication to diversity and inclusion
• Based in Horsham, PA or Titusville, NJ with occasional domestic travel (no more than 25%)

Skills

• Influence
• Leadership
• Stakeholder Relationship Management
• Strategy Development

Education

• Bachelor‚Äôs degree

Additional Requirements

• Occasional domestic travel (up to 25%)