Associate Director of Process Design – Optimization

Jobtailor; Deutschland; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a senior process design leader to drive transformation initiatives within patient services. You will map current journeys, define future operating models, and standardize workflows to improve efficiency and patient experience.

You will collaborate with technology and operations teams, ensure regulatory compliance, and coach teams in structured problem solving. This role involves stakeholder engagement and travel as needed to deliver on strategic priorities.

Qualifikationen

• Strong background in designing and optimizing business processes in healthcare or patient services.
• Experience leading multi-disciplinary teams to deliver complex process improvements.
• Ability to translate strategic priorities into actionable operating models and workflows.
• Excellent communication skills and ability to present executive-level updates.

Aufgaben

• Lead development and execution of strategic process design initiatives aligned to organizational priorities and transformation goals.
• Own discovery, mapping and maintenance of current-state patient and agent journeys.
• Define and evolve future-state operating models for scalability and efficiency.
• Standardize key workflows, decision trees and handoffs to reduce defects and rework.
• Oversee delivery of strategic plan components through cross-functional teams or external partners.
• Coach teams on structured problem solving and change adoption.

Kenntnisse

Process design

Operations improvement

Cross-functional leadership

Patient programs knowledge

Regulatory compliance

Ausbildung

Bachelor's Degree

Jobbeschreibung

Responsibilities

• Lead the development and execution of strategic process design initiatives aligned to organizational priorities and transformation goals
• Own the discovery, mapping and ongoing maintenance of the current-state patient and agent journeys
• Define and evolve future-state operating models that support scalability, efficiency, and differentiated patient experience across programs.
• Standardize key workflows, decision trees, and handoffs to improve right-first-time execution and reduce rework/defects.
• Oversee the delivery of key components of the strategic plan, ensuring initiatives are executed effectively through cross-functional teams and/or external partners.
• Provide directional leadership, enabling project teams to deliver on defined objectives
• Gain a deep understanding of HUB and pharmacy systems and their integrations, ensure proper flow or referrals between systems, and liaise with technology teams on ways to optimize
• Lead and influence matrixed teams, ensuring alignment with priorities and delivery expectations
• Ensure processes and operating models adhere to regulatory, compliance, and quality standards, including patient privacy and documentation requirements
• Coach teams on structured problem solving, process thinking, and change adoption
• Serve as submission owner through demand intake process
• Up to 25% travel

Requirements

• Bachelor's Degree
• A minimum of 8 years of progressive experience in process design, process improvement, operations excellence, customer experience, and/or contact center/patient services operations
• Deep knowledge of patient support programs, HUB operational workflows and patient access and affordability solutions (such as reimbursement services, free drug program and pharmacy services)
• Demonstrated ability to solve problems, design and successfully deploy workflow enhancements
• Strong written and verbal communication skills; ability to synthesize complex work into executive-ready updates.

Core Competencies

Demonstrates expertise in process design and improvement, with a strong focus on patient support programs and operational workflows. Proven ability to lead cross-functional teams and ensure compliance with regulatory standards while enhancing customer experience.