LOCATION: Hybrid based out of our Elk Grove Village, IL location
TRAVEL: ≤15-20%
COMPENSATION: The salary range:
$155,000-$170,000 annually. Actual compensation will be determined based on factors such as experience, qualifications, licensure, and other job-related considerations.
POSITION SUMMARYThe Director, Patient Services provides strategic leadership and operational oversight of Therapy Operations Managers supporting Rare Disease Center of Excellence (COE) therapy programs organized by therapeutic category.
Reporting to the VP, Patient Support Services, this role is accountable for translating organizational strategy into day-to-day execution, team performance, program scalability, regulatory compliance, and continuous operational improvement. The Director supports the VP in KPI development, quality and patient safety initiatives, and professional development programs, and serves as the primary operational point of contact for external manufacturer partners and provider/health system relationships.
ESSENTIAL DUTIES- Provide strategic leadership and day-to-day operational oversight of 4-8 Managers and their teams supporting Rare Disease COE programs; foster a positive, high-performance team culture.
- Serve as the primary operational point of contact for external manufacturer partners and provider-health system clients; lead regular business reviews, performance discussions, and escalation management.
- Define, monitor, and report on team KPIs and productivity metrics in alignment with VP-established targets; identify performance gaps and drive corrective action plans.
- Collaborate cross-functionally with Clinical, Intake, Reimbursement, and Quality & Patient Services teams to ensure seamless, high-quality, patient-safe therapy delivery.
- Support quality and patient safety initiatives in partnership with the Quality & Patient Services organization; contribute to quality-driven programs that improve patient outcomes, safety, and satisfaction.
- Lead the development and continuous improvement of SOPs, operational workflows, and efficiency enhancements across all COE therapeutic category programs.
- Drive talent development including hiring, onboarding, coaching, performance management, and succession planning; support a professional development program that keeps operations teams at industry standard.
- Prepare and present operational performance reports, program updates, and strategic recommendations to the VP, Patient Support Services, senior leadership, and C-Suite stakeholders as requested.
- Perform other duties or projects as assigned.
Disclaimer: The information written in this job description indicates the general nature and level of work to be performed. This job description is not designed to contain or be interpreted as totally comprehensive of every job duty, responsibility, or qualification required by an employee assigned to this job. While employed in this position, an employee may be required to perform other assignments not listed in this job description.
SKILLS & COMPETENCIES- Exceptional leadership skills with demonstrated experience managing exempt-level managers, developing leadership talent, and leading multiple COE program teams.
- Deep knowledge of specialty pharmacy operations, rare disease therapy workflows, and COE program structures organized by therapeutic category.
- Clinical knowledge of rare disease therapy categories, supported by active PharmD or RPh licensure.
- Strong external client-facing skills, including experience managing relationships with pharmaceutical manufacturer partners, hub service organizations, health systems, and provider networks.
- Ability to represent the organization professionally in client meetings, business reviews, and escalation discussions with manufacturer and provider partners.
- Working knowledge of quality and patient safety principles, with the ability to partner cross-functionally to support patient outcomes and safety programs.
- Strong strategic thinking, analytical capability, and business acumen, including the ability to translate KPI, productivity, financial, and operational data into actionable improvements.
- Demonstrated executive presence with the ability to present to C-Suite leadership and distill complex data into executive-ready narratives and recommendations.
- Experience establishing, tracking, and managing KPIs, productivity metrics, and performance management frameworks.
- Strong working knowledge of regulatory and compliance requirements, including accreditation standards.
- Proficiency in pharmacy information systems and Microsoft Office; experience with CPR+, Caretend, or SPRx strongly preferred.
QUALIFICATIONS- Bachelor's Degree and Doctor of Pharmacy (PharmD) or RPh, required.
- 8+ years of related work experience in specialty pharmacy or complex therapy management.
- 3+ years of people management experience, with demonstrated success building high-performing teams.
EMPLOYEE BENEFITS: We offer a comprehensive benefits package designed to support your health, financial security, and overall well-being:
- Medical Coverage, Dental, and Vision Coverage
- 401(k) with employer match
- Accident and Critical Illness coverage
- Company-paid life insurance options
- Generous PTO, paid holidays, and floating holidays
- Tuition reimbursement program.
