Senior Director, Patient Services

Role Description

The Sr Director, Patient Services is responsible for the management and direction of Access & Adherence operations. This position is responsible for ensuring that quality, cost, and service targets, as well as client-specific SLA requirements, are met. This includes planning, coordinating, and directing Patient Services initiatives/operations at the program level and enterprise-wide. This position manages a large account or portfolio of programs, drives program evolution, leads change management, and supports rollout of corporate initiatives. The Sr Director, Patient Services is responsible for creating annual strategic plans for operations and is accountable for client budgets (external) and for managing to budget.

This role is expected to meet UBC's corporate revenue and EBITDA goals. Additionally, provides leadership and direction through high-level professional staff, managers and/or directors, front-line people leaders, and front-line operations team. Is accountable for the performance and results of related disciplines, often with company-wide impact. Develops and executes large department or functional business plans and contributes to the development of functional strategies. Determines organizational objectives and interprets company policies. This role requires the ability to strategize, think outside the box, and advocate for the program team while driving a high-performance culture.

• Responsible for managing and driving the execution of assigned programs/projects, delegating responsibility to team members, project support resources, and core Patient Services leaders for driving change management.
• Ensure quality and service standards are maintained along with client-specific contractual requirements.
• Oversees the implementation of new requests from the client.
• Foster ongoing client relationships by troubleshooting escalated issues, acting with authority, and communicating with transparency.
• Responsible for managing the program level and corporate level financial targets, client retention, service level targets, performance reviews, business reviews, and development of Patient Services staff.
• Develop and build leadership talent and capability within the team and direct reports.
• Provide stretch learning and development assignments to leaders.
• Ability to travel up to 50% to attend related client meetings/conferences as needed.
• Actively participates in in-person and virtual meetings/events (internal and external).

Qualifications

• Bachelor’s degree or equivalent experience
• 10 – 15 years of relevant experience, or a Master’s degree with 8 – 12 years of relevant experience
• Excellent verbal and written communications and presentation skills
• Excellent PC Skills, including Microsoft Office suite, Internet, and Outlook
• Proven leadership skills, team-orientation, and a proactive and optimistic management style
• Ability to work well under pressure, cross-functionally, to solve complex problems, and to improve quality and service
• Ability to manage toward budget, service, and quality goals

Benefits

• Remote opportunities
• Competitive salaries
• Growth opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (Paid Time Off)
• Paid Holidays
• Employee assistance programs
• Medical, Dental, and vision coverage
• HSA/FSA
• Telemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short-term disability
• Long-term disability
• Life insurance
• Discount programs

Company Description

UBC is committed to helping people live healthier lives. We take pride in improving patient outcomes and advancing healthcare. At UBC, we provide services to enhance the entire drug development process and commercialization lifecycle - From clinical trial support to real-world evidence generation. UBC fosters a culture built on our Core Values of Respect, Accountability, Innovation, Quality, Integrity, and Collaboration. We believe in an inclusive workplace that fosters creativity.