Head of Patient Solutions Operations

United Therapeutics Corporation; North Carolina; On-site; USD 170,000 - 260,000; Full time

Job summary

United Therapeutics Corporation in Morrisville, NC, seeks an Executive Director, Patient Solutions Operations to lead UT Cares, the patient support program, and to plan near-term and long-range operations for capacity, service continuity, and compliant execution.

You will oversee Patient Case Management, Access & Affordability Operations, and Support Operations, driving KPI governance, performance insights, and strategic investments to improve time-to-access therapy and patient experience.

Qualifications

• Bachelor's degree in life sciences, business, or related field with 15+ years of progressive relevant experience, including progressive people leadership/management experience/leading effective teams or
• Master's degree with 13+ years of progressive relevant experience, including progressive people leadership/management experience/leading effective teams
• 10+ years of direct patient services/support/solutions experience leading teams to achieve consistent and measurable results
• Experience leading and motivating a multi-layered organization to achieve consistent results with a drive towards continuous improvement
• In-depth knowledge of patient support programs, case management, and adherence program designs
• In-depth experience utilizing CRM (e.g. Healthcloud, Salesforce) and CTI systems to carry out patient support related activities
• Specialty pharmacy and channel operations experience
• Strong communication and interpersonal skills, with the ability to effectively engage with patients, healthcare professionals, and cross-functional teams
• Excellent organizational, project management skills to lead an effective and compliant operation
• Strong understanding of CRM and related Patient Support Services technologies
• Demonstrated ability to partner with legal, regulatory, and compliance partners to ensure the highest level of program compliance and monitoring
• Empathy, compassion, and a patient-centered mindset to provide the best possible support and care
• Strong proficiency with Microsoft Office suite
• Ability to travel up to 20%

Responsibilities

• Lead the operational execution of United Therapeutics' patient support program, UT Cares, and direct near-term and long-range operational planning to ensure program performance, capacity, and service continuity
• Provide leadership and oversight for Patient Case Management, Access and Affordability Operations, and Support Operations, including Patient Support Quality, Compliance, and Systems
• Own operational outcomes associated with the patient experience of starting and continuing therapy, including time to access therapy, resolution of non-clinical barriers, patient and HCP feedback, quality monitoring results, and compliant execution
• Establish, monitor, and govern patient support KPIs and operating metrics to evaluate program performance and inform decision-making
• Provide executive leadership with strategic insights, risk assessments, investment considerations, and recommendations related to program performance and strategic priorities
• Lead, develop, and mentor patient solutions operational leaders and teams, fostering a performance-driven, collaborative, accountable, compliant, and patient-centered culture
• Establish and maintain program governance through documented SOPs, audit trails, quality controls, and operational oversight across patient-facing services
• Serve as the executive sponsor for patient support operational compliance reviews, audits, and corrective action oversight
• Lead continuous improvement initiatives that enhance operational efficiency, scalability, service quality, and patient satisfaction
• Direct workforce management planning and long-range capacity strategies to ensure patient and prescriber support needs are met through appropriate staffing and resource allocation
• Evaluate operational data and performance trends to identify risks, opportunities, and improvement priorities
• Ensure operational compliance with program business rules, operating procedures, quality standards, and monitoring requirements
• Partner with Patient Solutions and Channel Management leadership to execute new programs, operational enhancements, and strategic initiatives
• Promote a culture of continuous improvement through feedback-driven process enhancements, program optimization, and evolving patient and HCP support needs
• Lead the performance, development, succession, and engagement of direct reports through goal setting, coaching, mentoring, and performance management
• Ensure all Patient Solutions activities are executed in compliance with applicable laws, regulations, and company policies

Skills

Leadership

Operations leadership

Strategic planning

Compliance

Project management

Communication

Travel readiness

Education

Bachelor's degree in life sciences or related field

Master's degree

Tools

Salesforce

Healthcloud

Tableau

Job description

United Therapeutics Corporation in Morrisville, NC, seeks an Executive Director, Patient Solutions Operations to lead UT Cares, the patient support program, and to plan near-term and long-range operations for capacity, service continuity, and compliant execution.

You will oversee Patient Case Management, Access & Affordability Operations, and Support Operations, driving KPI governance, performance insights, and strategic investments to improve time-to-access therapy and patient experience.