Sr. Director, Excellence & Insights - Patient Services

Role Summary

We are seeking a senior-level leader to drive excellence and insights across Patient Services programs. This role identifies and implements strategic improvements, leverages data to inform decisions, and ensures services deliver measurable value to patients. The ideal candidate has a strong background in healthcare operations, analytics, and continuous improvement, with a passion for patient-centric innovation.

Responsibilities

• Lead initiatives to enhance service delivery, operational efficiency, and scalability
• Develop and implement frameworks for continuous improvement across patient support programs
• Facilitate cross-functional collaboration to identify and resolve systemic challenges
• Promote a culture of excellence through training, coaching, and performance management
• Design and manage dashboards and reporting tools to monitor program performance
• Analyze patient journey data to uncover trends, gaps, and opportunities for improvement
• Translate insights into strategic recommendations for leadership and cross-functional teams
• Collaborate with Data Science, IT, and external partners to advance analytics capabilities
• Serve as a thought partner to Patient Services leadership, contributing to long-term strategy
• Lead cross-functional working groups focused on innovation, outcomes, and experience
• Represent Patient Services in enterprise-wide initiatives related to data, quality, and transformation
• Define, monitor, and drive performance against key KPIs across operations, analytics, and patient outcomes
• Operational Excellence KPIs: Cycle Time Reduction; First Contact Resolution; Process Standardization; Innovation Adoption; Cost-to-Serve; Employee Engagement
• Insights & Impact KPIs: Data Accuracy; Reporting Timeliness; Insight-to-Action Conversion; Dashboard Utilization; Strategic Initiative Success
• Patient Outcome KPIs: Treatment Adherence; Time to Therapy Initiation; Patient Retention; Patient-Reported Outcome Measures (PROMs)

Qualifications

• Bachelor’s degree required; advanced degree in healthcare, life sciences, business, or related field preferred
• 10+ years of experience in healthcare operations, analytics, or continuous improvement, ideally within pharma or biotech
• Proven track record of leading strategic initiatives and driving measurable impact
• Strong knowledge of patient support models, regulatory standards, and healthcare data
• Expertise in data visualization tools (e.g., Tableau, Power BI) and statistical analysis
• Exceptional communication, leadership, and stakeholder management skills