Director of Patient Services

Advanced Recruiting Partners; Raleigh (NC); On-site; USD 180,000 - 240,000; Full time

Job summary

Advanced Recruiting Partners is seeking a Director, Patient Services Operations in the Raleigh/Durham area to lead the development and execution of patient onboarding, treatment preparation, REMS, and ongoing patient support.

The role manages Case Managers and Supervisors, partners with cross-functional teams, and drives continuous improvement through KPIs, dashboards, and quality metrics while ensuring regulatory compliance and a patient-centered culture.

Qualifications

• Bachelor's degree required in Life Sciences or related field.
• 10+ years of industry experience.
• 5+ years of Patient Services Operations leadership experience.
• Knowledge of patient services compliance and regulatory requirements.
• Experience with Patient Services CRM and phone systems preferred.

Responsibilities

• Develop and execute the Patient Services operational strategy.
• Lead Patient Services Operations teams (Case Managers and Supervisors).
• Support REMS requirements and regulatory compliance.
• Build and optimize patient journey processes.
• Lead recruitment and onboarding for Operations.
• Establish KPIs, SLAs, dashboards, and quality metrics.
• Ensure quality monitoring and continuous improvement programs.
• Partner with cross-functional teams to support strategy and operations.
• Maintain CRM/phone systems and operational infrastructure.

Skills

Leadership

Cross-functional collaboration

Regulatory/compliance knowledge

Communication skills

Travel flexibility

Education

Bachelor's degree in Life Sciences or related field

Tools

Patient Services CRM and phone systems

Job description

The Director, Patient Services Operations will lead the development and execution of Patient Services operations, including patient onboarding, treatment preparation, REMS, and ongoing patient support.

Location: Raleigh/Durham, NC area

Responsibilities

• Develop and execute the Patient Services operational strategy.
• Lead Patient Services Operations teams, including Case Managers and Supervisors.
• Support the development and implementation of REMS requirements.
• Build and improve processes supporting the patient journey.
• Develop hiring plans and lead recruiting and onboarding for the Operations team.
• Create and maintain SOPs, policies, quality standards, and escalation processes.
• Develop training and team engagement materials.
• Establish KPIs, SLAs, dashboards, and quality metrics to measure performance.
• Implement quality monitoring, coaching, and continuous improvement programs.
• Partner with cross-functional teams to support Patient Services strategy and operations.
• Support CRM, phone systems, reporting, automation, and other operational infrastructure.
• Ensure compliance with REMS, adverse event reporting, and applicable regulations.
• Develop contingency plans to support business continuity and launch readiness.
• Foster a strong team culture focused on patients, collaboration, and compliance.
• Translate strategy into operational requirements and scalable processes.
• Collaborate with internal and external partners to support patient and customer needs.
• Use market and customer insights to improve engagement and operational effectiveness.

Qualifications

• Bachelor's degree in Life Sciences, Business, Marketing, Communications, or a related field.
• 10+ years of relevant industry experience.
• 5+ years of Patient Services Operations leadership experience.
• Strong knowledge of Patient Services compliance and regulatory requirements.
• Experience with Patient Services CRM and phone systems preferred.
• U.S. pharmaceutical launch experience required.
• Experience in CNS/psychiatry, specialty pharmaceuticals, or complex treatment areas preferred.
• Strong cross-functional collaboration and communication skills.
• Ability to analyze complex information and develop actionable strategies.
• Strong presentation and leadership skills.
• Ability to travel as needed, approximately 10–20%.