Director, Client Services & Patient Outcomes

IQVIA LLC; Northborough (MA); On-site; USD 150,000 - 165,000; Full time

Job summary

IQVIA LLC is seeking a Director to lead a high-performing, patient-centric client services program spanning multiple products and disease states. You will oversee strategy, operations, and team performance to support a large pharma copay initiative.

Responsibilities include end-to-end program design and execution, client partnership, and resource management. You will lead and develop managers, monitor KPIs, and ensure compliance, governance, and timely program updates.

Qualifications

• Bachelor’s degree with 7+ years in healthcare, service, or information-based industries, including leadership.
• Strong knowledge of specialty pharmacy and its integration with manufacturers and payors.
• Proven leadership, coaching, and staff development experience.
• Excellent communication and presentation skills.

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.

Skills

Leadership

Communication

Analytical skills

Program management

Budget management

Customer-focused mindset

Problem-solving

Change management

Microsoft Office proficiency

Stakeholder management

Education

Bachelor's degree

Tools

CRM systems

Database management tools

Microsoft Office

Job description

IQVIA LLC is seeking a Director to lead a high-performing, patient-centric client services program spanning multiple products and disease states. You will oversee strategy, operations, and team performance to support a large pharma copay initiative.

Responsibilities include end-to-end program design and execution, client partnership, and resource management. You will lead and develop managers, monitor KPIs, and ensure compliance, governance, and timely program updates.