Lead, Patient Services - Healthcare Technical Operations for Salesforce Workflows

Job Description

PRO-spectus is seeking a Lead, Patient Services to support the Patient Services team and help drive operational excellence across patient support, technology enablement, reporting, and program execution. This role will serve as a lead/supervisory resource within Patient Services, helping oversee day-to-day workflows while also supporting key business initiatives, including Salesforce implementation and migration, patient coordinator team support, marketing survey oversight, reporting, and cross-functional process improvement.

The Lead, Patient Services will partner closely with Patient Services leadership, patient coordinators, technology partners, and cross-functional stakeholders to ensure patient support operations are executed with accuracy, consistency, urgency, and compassion. This individual will help translate business and patient support needs into operational requirements, support system adoption, identify workflow enhancements, and ensure reporting and insights are used to improve program performance.

The ideal candidate is highly organized, solutions-oriented, analytical, and comfortable working at the intersection of patient services operations, technology, data, and team leadership. This person should be energized by PRO-spectus’ mission to break down access barriers and support patients in receiving the care they need.

Core Duties/Responsibilities

• Provide lead-level support and day-to-day oversight for Patient Services operations, including workflow coordination, issue escalation, and support for patient coordinator team members.
• Support Patient Services leadership in monitoring team performance, operational priorities, case progression, and adherence to program expectations.
• Serve as a key operational partner for the Salesforce implementation and migration, helping support requirements gathering, user acceptance testing, workflow validation, data review, training, adoption, and post-launch stabilization.
• Partner with internal stakeholders to translate patient services workflows, coordinator needs, provider interactions, and program requirements into clear business and functional requirements.
• Assist with development, documentation, and optimization of standard operating procedures, process flows, job aids, training materials, and quality expectations.
• Support patient coordinator onboarding, coaching, training reinforcement, and ongoing knowledge-sharing to promote consistent execution across the team.