We are seeking a Director to lead a high-performing, patient-centric client services program. This role is responsible for overseeing program strategy, operations, and team performance in support of a large pharmaceutical copay initiative spanning multiple products and disease states.
Key Responsibilities
Lead end-to-end program operations, including design, execution, and continuous improvement of patient support and copay initiatives
Serve as the primary client partner, ensuring strategic alignment, strong relationships, and transparent communication
Provide leadership and direction to managers and staff, fostering a culture of accountability, innovation, and continuous development
Manage program resources, budgets, and staffing, including recruitment, onboarding, and performance management
Coordinate cross-functional teams to deliver integrated, compliant solutions aligned with client and business objectives
Monitor program performance using KPIs, metrics, and trend analysis; deliver insights and updates to executive leadership and stakeholders
Oversee risk mitigation and ensure effective program execution, scalability, and operational excellence
Facilitate collaboration between clients, internal teams, and third-party partners to support program delivery
Drive change management initiatives, including program enhancements and CRM/system updates
Maintain SOPs and documentation, ensuring compliance with SLAs, regulatory requirements, and contractual obligations
Represent the program in governance forums, including QBRs and strategic planning sessions
Ensure consistent communication and alignment across teams regarding program updates, processes, and priorities
Qualifications
Bachelor’s degree with 7+ years of experience in healthcare, service, or information-based industries, including leadership experience
Strong knowledge of specialty pharmacy and its integration with manufacturers and payors
Proven leadership skills with experience coaching, motivating, and developing high-performing teams
Excellent communication and presentation skills with strong interpersonal effectiveness
Demonstrated ability to build and maintain collaborative relationships with internal and external stakeholders
Strong analytical and organizational skills, with experience managing complex data and reporting processes
Experience with financial and budget management
Ability to operate effectively in a fast-paced, evolving environment with a high degree of independence
Customer-focused mindset with strong professionalism, empathy, and service orientation
Strong problem-solving, critical thinking, and active listening skills
Advanced technical proficiency, including Microsoft Office and database management tools
Contact center experience, including script review and training, preferred
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
The potential base pay range for this role is $150,000 - $165,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.