Director, Patient-Centric Client Services Programs

IQVIA; Durham (NC); On-site; USD 150,000 - 165,000; Full time

Job summary

IQVIA in Durham, NC seeks a Director, Client Services Programs to lead a high-performing, patient-centric program. This full-time role focuses on end-to-end operations, client partnerships, and program governance, with a strong emphasis on compliance, budgeting, and cross-functional leadership.

You will oversee budgeting, staffing, and performance management while driving continuous improvement and CRM/system updates in a fast-paced environment.

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 andmaintaincollaborative 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 technicalproficiency, including Microsoft Office and database management tools.
• Contact center experience, including script review and training, preferred.

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 teamsregardingprogram updates, processes, and priorities

Skills

Leadership

Program management

Healthcare industry knowledge

Communication

Analytical skills

Budget management

Customer focus

Education

Bachelor's degree

Tools

Microsoft Office

Database management

Job description

IQVIA in Durham, NC seeks a Director, Client Services Programs to lead a high-performing, patient-centric program. This full-time role focuses on end-to-end operations, client partnerships, and program governance, with a strong emphasis on compliance, budgeting, and cross-functional leadership.

You will oversee budgeting, staffing, and performance management while driving continuous improvement and CRM/system updates in a fast-paced environment.