Director, Program Management - Patient Access HUB Services

Accountabilities • Lead one or more patient access HUB programs in accordance with statements of work, standard operating procedures, contractual requirements, and approved budgets.

• Oversee day-to-day program operations, including supervision and development of managers, supervisors, and support teams.

• Monitor program statistics, performance metrics, staffing levels, financial performance, and operational trends to ensure programs achieve their objectives.

• Serve as a primary strategic contact for complex clients, providing timely issue resolution and maintaining strong relationships focused on satisfaction and retention.

• Review contracts and ensure the effective execution of contractual obligations, deliverables, budgets, and service expectations.

• Lead the analysis, preparation, and presentation of client reports, program updates, educational materials, and other deliverables.

• Resolve complex cases and coordinate with operational departments to investigate and address client issues with an appropriate sense of urgency.

• Analyze program operations and identify opportunities to improve efficiency, quality, processes, and overall service delivery.

• Contribute to strategic and business planning by identifying initiatives, researching operational challenges, developing recommendations, and tracking progress.

• Support budget development and maintain programs within financial expectations, including monitoring expenditures and staffing requirements.

• Mentor other managers and provide guidance on leadership, performance management, employee development, and corrective or disciplinary actions.

• Participate in recruiting, interviewing, evaluating, training, and developing employees and supervisory staff.

• Cultivate relationships with professional organizations, medical societies, healthcare professionals, and other relevant external stakeholders.

• Communicate program status, forecasts, risks, and opportunities to clients and internal leadership.

• Support business development and growth initiatives across assigned programs and the broader organization.

• Travel approximately 30–40% to attend client meetings, conferences, and other business-related events.

Requirements

• Bachelor’s degree in a relevant discipline or equivalent professional experience; a Master’s degree may be considered in place of some required experience.

• 10–14 years of relevant professional experience, or 8–12 years with a Master’s degree, preferably within healthcare services, pharmaceutical support, patient access, or a related environment.

• Demonstrated experience managing complex programs, client relationships, budgets, operational performance, and multidisciplinary teams.

• Experience supervising managers or other exempt-level professionals, with the ability to develop talent, establish priorities, and motivate teams toward shared objectives.

• Strong understanding of client service, program operations, performance metrics, and retention-focused account management.

• Excellent verbal, written, and presentation skills, including the ability to develop clear reports, procedures, educational materials, and client-facing communications.

• Strong analytical and problem-solving capabilities, with the ability to identify trends, interpret complex information, and translate findings into practical recommendations.

• Excellent proficiency with Microsoft Office, internet-based tools, and standard business technology.

• Strong cross-functional collaboration skills and the ability to communicate proactively while resolving high-priority issues.

• Demonstrated ability to organize people, systems, and resources effectively to achieve operational and business goals.

• Strong networking and client-interfacing capabilities, with the confidence to cultivate relationships across professional and healthcare organizations.

• Ability to influence stakeholders, motivate team members, exercise sound judgment, and operate effectively in a complex, fast-paced environment.

• Willingness and ability to travel approximately 30–40% as required.

Benefits

• Fully remote work opportunities.

• Competitive compensation.

• Opportunities for professional growth and career advancement.

• 401(k) plan with company matching.

• Tuition reimbursement.

• Flexible work environment.

• Discretionary paid time off (PTO).

• Paid holidays.

• Employee assistance programs.

• Medical, dental, and vision insurance.

• HSA/FSA options.

• Telemedicine and virtual healthcare appointments.

• Wellness programs.

• Adoption assistance.

• Short-term and long-term disability coverage.

• Life insurance.

• Employee discount programs.

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