Sr. Director, Patient Services - Client Program Strategy - Healthcare

Senior Director, Patient Services - Client Program Strategy - Healthcare

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 support, 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, patient assistance programs, case management, adherence support, and patient/provider engagement.
• Partners with the Head of Patient Services to define function-level priorities, operating models, governance routines, staffing strategies, performance expectations, and scalable service delivery approaches.
• Serves as a senior client-facing leader, building trusted relationships with client stakeholders and participating in strategic planning, business reviews, performance discussions, issue resolution, escalation management, and growth-related conversations.
• Translates client strategy, product needs, therapy complexity, and access challenges into executable program designs, workflows, policies, SOPs, reporting frameworks, quality standards, training approaches, and staffing models.
• Ensures assigned programs and teams meet or exceed service level commitments, contractual obligations, regulatory requirements, quality expectations, audit readiness standards, and internal performance goals.
• Establishes, monitors, and evaluates key performance indicators across operational, quality, compliance, patient access, client satisfaction, employee engagement, productivity, and financial performance dimensions.
• Uses data, trend analysis, root cause evaluation, and performance insights to identify risks, opportunities, and improvement priorities; drives action plans that produce measurable improvement across programs and teams.
• Oversees program governance, including performance routines, escalation pathways, issue management, risk mitigation, CAPA support, policy adherence, audit readiness, and continuous improvement planning.
• Provides leadership for new program implementations, transitions, expansions, and service model enhancements, including launch.