PRO-spectus
Healthcare
Sr.Director,PatientServices-ClientProgramStrategy
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“Sr. Director, Patient Services - Client Program Strategy at PRO-spectus. Skills: Patient services, Program strategy, Client partnerships, Operational leadership. Provide strategic and operational leadership. Lead complex Patient Services programs”
What You'll Achieve.
Meet or exceed service level commitments; Meet or exceed contractual obligations; Meet or exceed regulatory requirements; Meet or exceed quality expectations; Meet or exceed audit readiness standards; Meet or exceed internal performance goals; Produce measurable improvement across programs; Produce measurable improvement across teams; Strengthen leadership capability; Strengthen succession readiness; Strengthen employee engagement; Strengthen accountability; Improve service models; Improve client strategy; Improve operational readiness; Support business growth
Industry & Context.
Root cause evaluation; Performance insights; Issue resolution; Escalation management
What They're Looking For.
Must Have
5+ years experience, 1+ years management experience
Nice to Have
Experience in life insurance, Experience in disability insurance, Experience in tax-advantaged savings accounts
What You'll Do.
Provide strategic and operational leadership
Lead complex Patient Services programs
Define function-level priorities
Partner with Head of Patient Services
Serve as senior client-facing leader
Build trusted client relationships
Participate in strategic planning
Participate in business reviews
Manage performance discussions
Resolve client issues
Manage client escalations
Participate in growth conversations
Translate client strategy into program designs
Develop executable workflows
Develop reporting frameworks
Develop quality standards
Develop training approaches
Develop staffing models
Ensure programs meet service level commitments
Ensure programs meet contractual obligations
Ensure programs meet regulatory requirements
Ensure programs meet quality expectations
Ensure programs meet audit readiness standards
Ensure programs meet internal performance goals
Establish key performance indicators
Monitor key performance indicators
Evaluate key performance indicators
Identify opportunities
Produce measurable improvement
Oversee program governance
Manage performance routines
Manage escalation pathways
Manage issue management
Manage risk mitigation
Ensure policy adherence
Plan continuous improvement
Lead new program implementations
Lead program transitions
Lead program expansions
Lead service model enhancements
Support launch readiness
Provide go-live support
Sponsor cross-functional initiatives
Improve operational scalability
Improve patient experience
Improve provider experience
Improve technology utilization
Improve team effectiveness
Strengthen end-to-end service delivery
Maintain operational command of staffing
Maintain operational command of capacity
Maintain operational command of productivity
Maintain operational command of utilization
Adjust staffing plans
Support program volumes
Support client commitments
Support business priorities
Support budget planning
Review financial performance
Oversee work instructions
Oversee training materials
Oversee quality monitoring processes
Oversee client-specific requirements
Oversee privacy expectations
Oversee pharmacovigilance reporting
Oversee product complaint reporting
Act as senior escalation point
Resolve complex operational issues
Resolve complex client issues
Resolve complex compliance issues
Resolve complex patient access issues
Resolve complex staffing issues
Resolve complex technology issues
Resolve complex performance issues
Ensure timely issue resolution
Ensure clear communication with stakeholders
Coach senior individual contributors
Develop senior individual contributors
Manage senior individual contributors
Strengthen leadership capability
Strengthen succession readiness
Strengthen employee engagement
Strengthen accountability
Build high-performing remote leadership culture
Sustain high-performing remote leadership culture
Identify emerging reimbursement trends
Identify emerging payer trends
Identify emerging specialty pharmacy trends
Identify emerging market access trends
Identify emerging healthcare technology trends
Identify emerging patient support trends
Apply insights to improve service models
Apply insights to improve client strategy
Apply insights to improve operational readiness
Prepare program performance reports
Present program performance
Present business objectives
Present recommendations
Present strategic plans
Present improvement initiatives
Support business growth
Contribute operational expertise to client expansion
Contribute operational expertise to solution design
Contribute operational expertise to implementation planning
Contribute operational expertise to service offerings
Perform other duties as assigned
How You'll Work.
Team & Collaboration
Cross-functional executive stakeholders; Client stakeholders; Quality teams; Training teams; Workforce Management teams; Technology teams; Compliance teams; Human Resources teams; Finance teams; Client Services teams; Market Access teams; Revenue Cycle Management teams; Pharmacy teams; Clinical Adherence teams; Leadership teams; Internal leadership
Communication Scope
Client presentations; Business reviews; Performance discussions; Growth conversations; Strategic planning; Business objectives; Risks; Recommendations; Strategic plans; Improvement initiatives
Process & Methodology
Program implementation, Service model enhancements, Cross-functional initiatives
Full Job Description
The Senior Director, Patient Services is responsible for providing strategic, operational, and people leadership for PRO-spectus Patient Services programs and capabilities. This role leads the design, execution, governance, and continuous optimization of patient-centered service models across the reimbursement and access lifecycle, including benefits investigation, prior authorization support, appeals support, affordability resources, patient assistance, case management, adherence Ssupport, and ongoing patient/provider engagement. As a senior leader within Patient Services, this role partners closely with the Head of Patient Services and cross-functional executive stakeholders to shape scalable operating models, strengthen client partnerships, advance operational excellence, and ensure compliant, high-quality delivery across multiple programs and teams. The Senior Director serves as a strategic advisor to clients and internal leadership, translating business objectives, patient needs, market access dynamics, and contractual commitments into effective program design, performance expectations, staffing strategies, technology enablement, and measurable outcomes. This role is accountable for leading through managers and senior operational leaders, building organizational capability, improving program performance, supporting growth, and fostering a collaborative, accountable, and high-performing culture aligned with PRO-spectus’ mission to help patients access the care they need. Core Duties/Responsibilities: Provides senior strategic and operational leadership for Patient Services programs and capabilities, ensuring alignment with PRO-spectus business objectives, client expectations, patient needs, compliance requirements, and service excellence standards. Leads a portfolio of complex Patient Services programs and/or functional capabilities, including reimbursement support, benefits investigation, prior authorization support, appeals navigation, affordability resources,
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