Program Director, Oncology

Purpose:

The Program Director, Oncology is a strategic position with responsibility for overall operational excellence and client satisfaction for patient support programs within the oncology portfolio. As a Program Director, you will serve as a key point of contact responsible for elevating service delivery based on achieving mutually beneficial strategies. The Program Director will lead internal cross-departmental efforts to ensure that the needs of the client are being met while driving Patient Service Center (PSC) goals and initiatives. With the Program Manager as a direct report, the Program Director will ensure that all client performance standards and all contractual commitments are met or exceeded and will escalate critical client concerns to leadership team for resolution or consultation.

Responsibilities:

• Build, foster and manage positive and productive client relationships as one of the primary points of contact for all communications.
• Develop, maintain, and grow relationships with key clients, external vendors, and cross-functional internal teams.
• Act as a trusted advisor for client ensuring satisfaction and maximizing potential opportunities to provide insights and enhancements.
• Serve as the client expert internally and as a bridge to program leadership to ensure program success.
• Lead account and reporting analysis, proactively making suggestions to elevate the support and data provided to the client.
• Collaborate with program manager on content, provide feedback and participate in formal presentations upon request, resulting in a high-quality quarterly business reviews (QBRs) for accounts.
• Understand PSC goals, business needs and platforms to effectively represent PSC in discussions with clients regarding improvements and additional services.
• Oversee the creation of solutions to track program metrics and evaluate opportunities.
• Partner with the internal business areas to drive an understanding of the client’s overall longer-term strategy to ensure the organization is successful in meeting client retention goals and growth targets.
• Oversee the development and ensure implementation of program’s Statement of Work (SOW), Standard Operating Procedures (SOPs), Work Instructions (WIs), training materials, and quick reference guides for operational use.
• Involve other PSC leadership as needed to grow the partnership by identifying new business opportunities.
• Collaborate with other department heads to facilitate the delivery of exceptional project quality and continuity as well as timely completion and within agreed upon client invoicing budget on assigned accounts.
• Ensure timely and accurate project status communication and execution of tactical and analytical plans are delivered to clients while avoiding perceived or creating confusion regarding roles.
• Demonstrate complete understanding of all details in each client’s contract.
• Hire, train, and onboard program leadership staff necessary to support program operations.
• Manage contract parameters consistently and effectively across programs.
• Collaborate with program manager to review profitability management, including but not limited to, staffing models, invoicing, contracting and service line expansions.
• Ensure the program is operating according to plan by providing guidance to program team leadership, monitoring compliance and program policies, procedures, turnaround times, and ensuring adherence to service level agreement expectations.
• Monitor and ensure adherence to both company and program policies and procedures.
• Collaborate with the leadership team to identify opportunities to improve program efficiency and patient care solutions.
• Identify and raise training and development needs within the account team to achieve client objectives.
• Proactively raise any client or team issues that present a business risk to PSC to SVP.
• Ensure quality control is maintained on assigned accounts. Take active role in assisting program leadership in client audit prep and follow up recommendations.
• Participate in Prospective clients' meetings where future program would fall under their portfolio, upon request.
• Additional projects and activities as assigned.

Core Competencies:

• Leadership
• Communication
• Problem Solving and Decision Making
• Influencing, Negotiation and Persuasion
• Planning, Prioritization, and Organization
• Teamwork
• Relationship Building
• People Management
• Strategic Thought
• Presentation Skills

Required Qualifications:

• Bachelor’s Degree
• A minimum of 5-7+ years of oncology experience in a pharmacy or healthcare leadership role, demonstrating progressive responsibility in areas such as account management, people management, project management and/or pharmacy management in a client facing role
• Demonstrated strong business analytics to understand and analyze business and market drivers, and develop, execute and adjust business plans
• Working knowledge of pharmacy reimbursement and medical benefits
• Experience interacting with large healthcare provider sites: pharmacy teams and/or patient billing/coding teams.
• Advanced knowledge and management experience in healthcare setting
• Ability to communicate effectively both orally and in writing with a focus on client satisfaction
• Comfortable in making decisions in a rapidly growing, nimble work environment
• Ability to independently manage multiple key accounts, prioritize business needs, and use time management skills to manage deliverables

Preferred Qualifications:

• Master’s Degree (PharmD or MSN) preferred
• Prior experience and knowledge with pharmacy hub services
• Oncology Certified Nurse (OCN)
• Oncology/hematology pharmaceutical account management experience
• Previous rare or specialty product launch experience
• Understanding the dynamic and competitive nature of the biopharmaceutical industry
• Excellent organization skills with the ability to multi-task on multiple projects at the same time
• Working knowledge of third-party and other foundation programs a major plus
• Understanding of various plan types – Government, Commercial, Medicaid, VA, Fed
• Strong interpersonal skills; demonstrated ability to build productive internal/external working relationships and work well together
• Excellent communication skills (oral, written, presentation)
• Proven ability to work effectively with cross functional teams
• Empathy, drive, and commitment to exceptional service within oncology

Work Environment

This job operates in a professional office environment and teleworking from the employee’s home address listed in their employment file. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy. PSC expects employees teleworking to be as efficient and professional as if they were in the office. The amount of time spent in office or teleworking is contingent upon the needs/priorities of PSC and will vary based on those needs/priorities.

Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function of the job.