Director of Operations

Director of Operations | Healthcare Patient Services

Location: Central Florida

Work Arrangement: Onsite

Employment Type: Full-Time

About the Opportunity

We are conducting a search for an experienced Director of Operations on behalf of a growing healthcare services organization providing outsourced operational support to healthcare and life sciences companies.

This position will provide leadership and oversight for patient support operations, with responsibility for operational performance, team development, process improvement, and consistent service delivery.

We're looking for someone who can build structure, drive accountability, and improve operational performance while supporting continued organizational growth.

Key Responsibilities

• Provide operational leadership and accountability for patient support services and related program activities.
• Oversee daily operations, staffing requirements, workflow management, and overall program performance.
• Evaluate operational processes and implement improvements to enhance efficiency, quality, and service delivery.
• Develop and maintain staffing models, standard operating procedures, and performance expectations.
• Monitor key performance indicators, case volumes, turnaround times, and service-level commitments.
• Partner with internal leadership to identify operational challenges, resolve escalations, and implement sustainable solutions.
• Collaborate with cross-functional teams across patient services, reimbursement, pharmacy coordination, and account management.
• Support workforce planning, training, leadership development, and operational accountability.
• Analyze operational data and reporting to identify trends, improvement opportunities, and areas requiring corrective action.
• Ensure operational practices align with established procedures, client expectations, and applicable compliance requirements.
• Build strong internal and external relationships to support service quality and program objectives.

Qualifications

• Significant experience leading pharmaceutical patient access, reimbursement support, or complex patient services operations, preferably within a HUB services environment.
• Demonstrated success leading complex healthcare service operations, including case management or patient access programs.
• Strong understanding of benefit verification, prior authorizations, reimbursement support, copay assistance, and specialty pharmacy coordination.
• Experience managing operational teams, developing leaders, and driving performance accountability.
• Proven ability to evaluate staffing needs, operational metrics, and service delivery requirements.
• Experience developing and implementing SOPs, process improvements, and scalable operational workflows.
• Strong analytical, organizational, and problem-solving capabilities.
• Ability to collaborate effectively with cross-functional teams and senior leadership.
• Excellent communication skills, professional judgment, and the ability to manage competing priorities.
• Comfortable working in a fast-paced, evolving environment with high expectations for operational performance.
• Ability to work onsite.