The Program Director is responsible for the strategic leadership, operational oversight, administration, and overall management of a comprehensive patient services portfolio, including full market access reimbursement support, patient affordability programs,
and related patient support services. This role ensures the successful delivery of services across multiple programs while maintaining a strong focus on patient experience, client satisfaction, compliance, quality, and operational excellence.
The Program Director will lead, mentor, and develop a team of Program Managers, Supervisors, Care/Case Managers, and other operational personnel. Responsibilities include workforce planning, recruitment, onboarding, performance management, training, succession planning, and fostering a culture of accountability, collaboration, and continuous improvement.
This role is accountable for ensuring all assigned programs consistently meet or exceed client key performance indicators (KPIs), regulatory requirements, quality standards, and financial objectives. The Program Director will oversee day-to-day operations, monitor program performance, identify operational risks, implement process improvements, and drive efficiencies through technology, automation, and best practices.
As the primary client-facing leader, the Program Director serves as the strategic point of contact for pharmaceutical manufacturer clients and other key stakeholders. This includes providing executive-level program updates, leading governance meetings, managing escalations, addressing client concerns, and developing action plans to ensure successful outcomes. The Program Director will cultivate strong client relationships, identify opportunities for program enhancement, and support business growth initiatives, including new program implementations, service expansions, and contract renewals.
Additional responsibilities include overseeing budget management, resource allocation, compliance and audit readiness activities, and cross-functional collaboration with technology, finance, quality, compliance, pharmacy, and patient services teams. The Program Director is expected to leverage data and analytics to drive informed decision-making, improve operational performance, and deliver measurable value to clients and patients.
RESPONSIBILITIES:
- Provide strategic and operational leadership for a portfolio of HUB and affordability programs.
- Lead and develop high-performing teams through effective coaching, training, and performance management.
- Ensure achievement of client SLAs, KPIs, quality standards, and compliance requirements.
- Serve as the primary escalation point for operational, client, and patient-related issues.
- Build and maintain strong relationships with client stakeholders through regular business reviews and governance meetings.
- Analyze program performance metrics and implement corrective actions and continuous improvement initiatives, using data as a key driver of decision-making support.
- Oversee program budgets, staffing models, forecasting, and resource planning.
- Partner with internal departments to support system enhancements, program launches, and operational readiness activities.
- Ensure compliance with applicable regulatory, privacy, and industry requirements, including HIPAA, FDA, and manufacturer-specific guidelines.
- Support business development efforts by participating in client presentations, RFP responses, and implementation planning for new programs.
- Drive innovation and operational excellence through process optimization, automation, and technology-enabled solutions.
- Maintain a patient-centric approach while balancing client objectives, operational efficiency, and financial performance.
- This role requires a proven leader with extensive eaxperience in patient services, market access, reimbursement support, hub operations, or specialty pharmacy environments, along with strong client management, operational leadership, and strategic planning capabilities.
QUALIFICATIONS:
- BA/BS degree preferred
- 8-10 years of experience required working at a market access and/or patient affordability vendor, specialty pharmacy, pharmaceutical company, or healthcare industry partner, including previous management experience.
- Advanced problem-solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies
- High-level of confidence, integrity, enthusiasm, executive presence and a personality that fits a fast-paced, energetic, and proactive organization. Strong work ethic is a must.
- Ability to manage others, both direct and indirect reports
- Proven ability to work in a team environment where the majority of team reports up to you and where coaching, mentoring, and delegating is an absolute must.
- Exceptional verbal and written communication and presentation skills required to both internal and external clients
- Ability to build strong relationships with peers, across the organization and the senior leadership team
- Excellent interpersonal skills and ability to influence sometimes without explicit authority
- Thorough understanding of business operations and processes required
Physical Demands & Work Environment- While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
- Although very minimal, flexibility to travel as needed is preferred.
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.
