Director, Patient Support Programs (PSP)

As a global medtech company, we are driven by our Vision of changing the trajectory of lives for a new day and our Mission to create ingenious solutions that ignite patient turnarounds. Our relentless commitment to patients and strong legacy of innovation in healthcare are the foundation of our future. If you're looking for a new chance, a new beginning, a new trajectory, LivaNova is where your talent can truly thrive. Join our talented team members worldwide to become a pioneer of tomorrow—because at LivaNova, we don’t just treat conditions — we aspire to alter the course of lives.

LivaNova is seeking an experienced and strategic leader in Patient Support Programs (PSP). This role is responsible for the oversight and advancement of patient and provider services ensuring continuity of care for patients and seamless coordination with healthcare providers (HCPs).

The team will focus on patient-facing services, providing personalized assistance throughout the therapy journey including product education, benefits navigation, scheduling support, and post-implant follow-up. The team will focus on supporting healthcare providers through services, such as battery longevity calculations, end-of-service notifications, and device tracking updates.

The Director will lead a high-performing organization, drive operational excellence and data analytics, and collaborate cross-functionally to deliver impactful, compliant, and patient-focused services.  This position requires deep expertise and a strong command of healthcare operations, team leadership, and compliance. This position will have multiple direct reports, lead a US organization, and report directly to the Senior Director, Commercial Operations.

Key Responsibilities

1. Organization Ownership

• Develop and execute strategic initiatives aligned with organizational goals.
• Create and manage dashboards to ensure proper metrics are in place throughout the organization.
• Oversee the design and delivery of core services including patient status updates, EOS notifications, prior authorization assistance and benefits verification
• Collaborate with external partners including healthcare providers and payors to ensure seamless patient support.
• Establish and monitor performance metrics to drive productivity and inform strategic decisions.
• Select, implement, and continuously evolve commercial platforms to meet user needs and deliver measurable business outcomes

2. Organization Management

• Lead and manage the team, fostering a culture of accountability, collaboration, and excellence.

• Set clear goals, monitor team performance, provide coaching and feedback, and conduct performance evaluations.

• Recruit, onboard, and develop talent to build a high-performing organization.

• Manage budgets and resources effectively to support departmental objectives.

• Implement and monitor metrics to measure the effectiveness and impact of Patient Programs, identify trends and patterns, and make data-driven recommendations for improvements.

• Establish and maintain a robust system for tracking and reporting Patient Programs metrics, including key performance indicators, progress towards goals, among other relevant business intelligence

• Utilize strong analytical, negotiation, and problem-solving skills to effectively address any challenges or barriers for the success of Patient Programs initiatives

• Facilitates clear communication within the team and across internal business teams, ensuring alignment.

• Partner with Commercial Operations peers and other internal teams on strategic initiatives.

3. Domain Expertise

• Stay current with industry trends, regulatory changes, and best practices.

4. Compliance

• Ensure SOPs, training, and compliance standards are met across all patient-facing operations.

• Develop and enforce policies that ensure compliance with HIPAA and other healthcare regulations.

• Ensure team adherence to regulatory guidelines, privacy laws, industry best practices, the LivaNova Code of Ethics & Business Conduct and the LivaNova Human Imperatives.

Minimum Qualifications

• 10+ years of experience in healthcare-related Patient Support programs.
• 10 + years of progressive leadership and team management experience
• 4+ years of experience within the medical device or pharmaceutical industries
• BA/BS degree in a related field.
• Strong background in managed care, case management, reimbursement, and health insurance
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
• Exceptional written, verbal, and presentation skills
• Strong problem-solving abilities within complex and compliance-regulated operations
• Demonstrated ability to influence, lead, and collaborate across teams

Location & Travel Requirements

• Location: U.S-based remote
• Occasional 10% travel may be required, depending on home office location

Pay Transparency

• A reasonable estimate of the annual base salary for this position is $170,000 - 190,000 plus discretionary annual bonus. Pay ranges may vary by location and are awarded based on experience.

Employee benefits include:

• Health benefits – Medical, Dental, Vision
• Personal and Vacation Time
• Retirement & Savings Plan (401K)
• Employee Stock Purchase Plan
• Training & Education Assistance
• Bonus Referral Program
• Service Awards
• Employee Recognition Program
• Flexible Work Schedules

Valuing different backgrounds:

LivaNova values equality and diversity. We are committed to ensuring that our recruitment process is fair, transparent and free from unlawful discrimination. Our selection process is driven by the key demands/requirements for the role rather than bias or discrimination on the basis of a candidate’s sex, gender identity, age, marital status, veteran status, non-job-related disability/handicap or medical condition, family status, sexual orientation, religion, color, ethnicity, race or any other legally protected classification.

Notice to third party agencies:

Please note that we do not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, we will not consider, or agree to, payment of any referral compensation or recruiter fee. In the event that a recruiter or agency submits a resume or candidate without a previously signed agreement, we explicitly reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

Beware of Job Scams:

Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons posing as LivaNova recruiters or employees. The scammers may attempt to solicit confidential, personal information, such as a social security number, or your financial information. LivaNova will never ask for fees prior/during/after the application process, nor will we ask for banking details or personal financial information in return for the assurance of employment. If you are concerned that an offer of employment might be a scam or that the recruiter is not legitimate, please verify by searching for “See Open Jobs” on https://www.livanova.com/en-us/careers, and check that all recruitment emails come from an @livanova.com email address.