Director, Patient Support Operations

Location: GaithersburgHybrid - 3 days per week in office 

At AstraZeneca, we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. We commit to those areas where we think we can really change the course of medicine and bring big new ideas to life.  North American Commercial is the 'face' of AstraZeneca to our many healthcare clients. They represent many of the most well recognized and respected products in the industry and build strong relationships with healthcare professionals.

Main Responsibility:

The Director is a member of the US Patient Support Operations Leadership Team and is the leader of Affordability operations. The Director is responsible for operational services of Affordability including strategy, management, legal and compliance adherence. This role will design, implement and enhance the operations for best-in-class affordability support programs. He/she will build and lead a team focused on affordability support activities. He/she provides market access and affordability program acumen to cross-functional teams to ensure US Patient Support view of affordability support strategy is represented.

This position will report into the Senior Director, US Patient Support and will work in close partnership with other members of the US Patient Support team, AZ cross functional partners and with external suppliers.

This position is based at our Gaithersburg, MD campus. 

Essential Job Functions:

• Lead a team of resources comprised of Patient Access Managers, Supervisors, Associates and Specialists within the AZ US Patient Support Operations and at vendor partners focused on patient and provider affordability service delivery across multiple channels.
• Responsible for operations of functional teams organized by program type
• Ensure operations staff adhere to AstraZeneca legal and compliance policies to minimize AstraZeneca risks relating to the Health Insurance Portability and Accountability Act (HIPAA), Anti-Kickback Statute, and Food and Drug Cosmetic Act, Product Liability, and State Prescription Laws.
• Manage multi-million dollar budget, accurate and timely headcount, and expense forecasts, regular financial reporting to senior leadership, and driving efficiencies to optimize resource needs
• Responsible for hiring decisions, effectively assessing and coaching managers
• Responsible for affordability program operations, design, and execution
• Interact with management and internal customers to provide knowledgeable input regarding the factors that need to be considered as market and product strategies are developed
• Share best practices across programs and brands, identifying common areas of improvement
• Effectively integrate business process and technology offerings with key external partners ensuring seamless support through the patient journey
• Responsible for brand program Key Performance Metrics (KPI), Service Level Agreements (SLA), and superior customer experience
• Develop and implement efficient operating model with streamlined business processes, work instructions, and technology efficiencies 

Minimum Requirements: 

• Bachelor’s degree 
• 10+ years of experience in healthcare, including a pharmaceutical company role 
• Contact center operations experience 
• Understanding of market access, patient affordability solutions, and healthcare delivery 
• Analytical skills including problem solving, forecasting, contract development and financial modelling 
• Proven negotiation & relationship building skills 
• Proven ability to lead teams in a matrixed organization 

The annual base pay for this position ranges from $155,000 $232,000 Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Date Posted

Closing Date

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.