Associate Director, Patient Service Operations (Biopharma)

Location: Chadds Ford, Pennsylvania, United States; up to 25% travel required, primarily to Pittsburgh, Pennsylvania.

Company

hirify.global is a global biopharmaceutical company developing and commercializing proprietary therapeutics in Hematology, Oncology, Inflammation, and Autoimmunity.

What you will do

• Oversee daily Patient Service Center operations, ensuring adherence to policies, procedures, and service level agreements.
• Monitor KPIs, program metrics, customer feedback, and operational performance to identify improvement opportunities.
• Ensure patient support operations comply with industry regulations, company standards, and patient privacy requirements.
• Triage data, operational, and systems escalations, coordinating resolution with appropriate stakeholders.
• Collaborate with cross-functional teams and external partners to streamline workflows and improve program efficiency.
• Prepare and deliver presentations covering compliance, patient care status, operational results, improvement opportunities, and quarterly business reviews.

Requirements

• Bachelor’s degree preferred, or seven years of directly related experience in patient services, patient support operations, HUB services, or contact center operations.
• At least three years of experience in patient services or patient support operations within pharmaceutical, biotech, or HUB services environments.
• Experience with patient support programs, operational reporting, data analytics, contact center operations, and stakeholder influence in a matrix environment.
• Strong analytical, written, and verbal communication skills, with experience in change management and influencing without authority.
• Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations.
• Proficiency with CRM platforms, call center software, reporting dashboards, and Microsoft Office Suite.

Nice to have

• Experience in Oncology, Immunology, rare diseases, specialty pharmacy, or a broad range of therapeutic areas.
• Field reimbursement experience with medical and pharmacy benefit products.
• Ability to exercise independent judgment and manage deliverables in a fast-paced environment.

Culture & Benefits

• Work involves collaboration across cross-functional teams and external partners.
• Role includes travel of up to 25%, primarily to Pittsburgh, Pennsylvania.
• Focus on compliance, operational excellence, continuous improvement, and customer service.