Associate Director, Patient Support - Vendor Management

Responsibilities Lead day-to-day and strategic oversight of vendors supporting patient support programs. Develop and maintain strong vendor governance models, including business reviews, performance scorecards, escalation pathways, and service-level expectations. Ensure vendors are operating in alignment with contractual obligations, business requirements, quality standards, and compliance expectations. Partner with internal stakeholders to evaluate vendor capabilities and support vendor selection, onboarding, and transition activities. Define, monitor, and report on key performance indicators (KPIs), service-level agreements (SLAs), and operational metrics. Identify performance gaps, risks, and process inefficiencies, and lead corrective and preventive action plans with vendors. Drive continuous improvement initiatives to enhance patient experience, operational efficiency, and program effectiveness. Conduct regular business reviews and present vendor performance insights and recommendations to leadership. Serve as a primary liaison between internal teams and external vendors to ensure alignment on program objectives, timelines, and deliverables. Collaborate with Patient Services, Market Access, Commercial, Legal, Compliance, Privacy, Procurement, and Finance to support vendor-related initiatives. Translate business needs into clear vendor requirements and operational expectations. Support implementation of new programs, enhancements, and process changes impacting vendor operations. Partner with Procurement, Legal, and Finance to support contract development, amendments, renewals, and statement-of-work management. Monitor vendor budgets, invoices, and financial performance to ensure accurate forecasting and cost control. Assess vendor proposals and business cases to support investment decisions and operational planning. Lead cross-functional projects related to vendor operations, patient support program enhancements, and new service implementations. Develop project plans, timelines, milestones, and stakeholder communication plans to ensure successful execution. Coordinate internal and external stakeholders to manage deliverables, dependencies, risks, and issue resolution. Track project progress against scope, timeline, and budget, and provide regular status updates to leadership. Support change management activities associated with vendor transitions, new program launches, and process improvements. Ensure vendor activities comply with all applicable healthcare, privacy, legal, and regulatory requirements, as well as company policies and procedures. Requirements Bachelor’s degree in business, healthcare administration, life sciences, or related field 8+ years of experience in vendor management, patient services, market access, specialty pharmacy, reimbursement support, or related healthcare/pharmaceutical operations Experience with vendor transitions, program launches, and operational transformation initiatives 3+ years of experience in project leadership, or cross-functional leadership role Demonstrated experience managing third-party vendors in a regulated healthcare or pharmaceutical environment Strong knowledge of patient support program operations, including hub services, reimbursement support, access services, and patient engagement models Experience developing and monitoring KPIs, SLAs, and vendor performance scorecards Strong communication, negotiation, and relationship management skills Proven ability to lead cross-functional initiatives and manage multiple priorities in a fast-paced environment. #J-18808-Ljbffr Jobtailor