Assistant Vice President, Patient Services

POSITION SUMMARY:

The Assistant Vice President (AVP) of Patient Services is responsible for providing operational leadership and
oversight across Patient Services programs, including patient access, reimbursement support, patient support
center operations, HUB services, care coordination, and related patient engagement activities. This leader will
drive operational performance, quality outcomes, and service excellence while ensuring patients, providers, and
pharmaceutical partners receive an exceptional experience throughout the patient journey.
The AVP will partner closely with Operations, Clinical Services, Technology, Compliance, Client Services, Finance
and executive leadership to optimize workflows, implement scalable solutions, improve efficiency, and support
business growth initiatives.

KEY RESPONSIBILITIES:

1. Operational Leadership
• Lead day-to-day Patient Services operations across patient access and support programs
• Ensure achievement of service level agreements, operational KPIs, quality standards, and patient
experience goals
• Identify opportunities to improve workflow efficiency, scalability, and operational performance
• Drive standardization and implementation of best practices across teams
2. Team Leadership & Talent Development
• Lead and develop high-performing managers and operational teams
• Foster a culture of accountability, collaboration, and continuous improvement
• Support succession planning, workforce development, and employee engagement initiatives
• Mentor leaders and create development pathways
3. Patient Experience & Service Excellence
• Champion patient-centered service delivery across all support programs
• Monitor patient satisfaction trends and identify opportunities for improvement
• Ensure seamless patient journeys through proactive issue identification and resolution
• Partner with QA teams to improve communication quality and service consistency
4. Performance & Financial Management
• Monitor operational KPIs including turnaround time, speed to therapy, quality metrics, staffing
efficiency, and productivity
• Sets clear expectations for all program leadership levels related to decision-making that impacts
financial results.
• Support budget management and resource planning efforts
• Partner with Finance and leadership teams on forecasting and workforce optimization initiatives
Issued: May 2026 Page 2 of 2
• Utilize operational analytics to drive informed decision making
5. Technology & Process Improvement
• Lead implementation and optimization of technology platforms supporting patient services
workflows
• Partner with technology teams to automate manual processes and improve operational efficiency
• Support implementation of AI, analytics, CRM, and workflow tools across Patient Services
functions
• Drive continuous improvement initiatives
6. Client & Cross Functional Partnership
• Partner with Client Services and business leaders to ensure successful program execution and
client satisfaction
• Collaborate across Operations, Compliance, Pharmacy, Technology, and Clinical teams
• Support business development efforts by providing operational expertise during solution design
and implementations
The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

Education
• Bachelor's degree required
• Advanced degree preferred, including MBA, MHA, PharmD, or related healthcare field
Experience
• 10+ years healthcare, HUB, specialty pharmacy, patient access, or patient support experience
• 5+ years leadership experience managing operational teams
• Experience leading large teams and complex patient support programs
• Strong understanding of reimbursement, patient access, and healthcare operations
Skills
• Strong operational leadership capabilities
• Experience with KPI management and process improvement
• Financial and workforce planning experience
• Excellent communication and relationship management skills
• Experience with CRM systems, patient support technology, and analytics platforms
PHYSICAL DEMANDS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions.
Ability to travel out of state 25%