Associate Director, Patient Support Services - HUB Programs

This position is offered fully Home based (Remote)

As a pharmaceutical support industry leader, UBC is devoted to empowering health solutions for a better tomorrow. We take pride in improving patient outcomes and advancing healthcare. At UBC, we provide services to enhance the entire drug development process and commercialization lifecycle - from clinical trial support to real-world evidence generation.

Embark on a rewarding career journey with UBC! Grow your career while making a meaningful impact on the world around you. UBC fosters a culture built on our Core Values of Respect, Accountability, Innovation, Quality, Integrity, and Collaboration. We believe in an inclusive workplace that fosters creativity.

If you are seeking a career that will challenge, inspire, and reward you, join us at UBC!

VBD98K – Associate Director, Patient Support Services

Brief Description

Provide assistance to Program Director with program implementation, program management, and improvement by analyzing program performance and applying experience to future programs Strategic client contact for program(s) to which employee is assigned. Leads day-to-day activity of program and supervisory team. May have multiple and/or complex programs. Extensive interaction with internal and external customers. Significant participation in strategic planning. Reviews contracts and is accountable for proper execution of contract terms. Works with Senior Director or Director to develop policies, procedures and the business work plan for assigned program(s) in corresponding site(s). Position may support multiple programs and/or a complex program. Provides direction, coordinates and supervises the activities of business support, technical support or production team at exempt levels using established policies and procedures. Sets priorities for the team to ensure task completion; coordinates work activities with other managers. Work is reviewed for soundness of judgment and overall quality and efficiency. Applies industry experience to retain and grow programs while building strong and diverse teams. Drives client satisfaction through consultative engagements and informative and insightful business reviews.

Operations

Specific job duties:

• Responsible for the development and maintenance of all program SOPS and program design documents, program plans, Project Specific Procedures (PSPs), technical documents, training, and other key program documents for assigned programs
• Oversee Program Manager(s) as assigned and their respective program teams
• Review, edit and support the software technical documents required for program operations (CRM, etc.)
• Support the Project Management team in ensuring all applicable materials are prepared and provided for successful client kick-off meetings and ongoing operations of the program
• Ensure that program specific tracking metrics are developed, consistent with the scope of work and program timeline through the lifetime of the program. Prepare remediation plans as applicable
• Support the Program Management team to ensure deliverables are meeting timelines
• Attend proposal bid defense meetings as required
• Manage program(s) per the scope of work, program and standard operating procedures within the contracted budget in one or more sites.
• Manage day-to-day activity of the program operation, including supervision of staff.
• Monitor program statistics and metrics.
• Resolve complex cases.
• Day to day contact with complex clients for issue resolution.
• Lead the analysis and writing of client reports and other deliverables.
• Presentation of program information to internal and external customers.
• Works with Manager(s) and Assoc Manager(s) to analyze operations and efficiency of the program(s).
• Acts as a liaison for other operational departments to research and resolve client issues.
• Acts as a mentor to other Managers.
• Contributes to strategic and business planning for the program(s) by participating in planning activities company-wide, identifying project initiatives and operational issues, coordinating research and developing recommendations based on that research. Assists with development and tracking of budget.
• Participate in interviewing prospective employees, evaluating current employees, and train employees as needed.
• Work to develop employee’s supervisory skills and provide direction to supervisory staff concerning performance management issues and corrective disciplinary actions.
• Cultivate and manage relationships with key contacts in professional organizations and medical professional societies.
• Travel to and attend related meetings/conferences as required.
• Other duties as assigned.
  
  

Administrative

• Directly supervise assigned Program Managers or Associate Program Managers
• Conduct on-going performance review of assigned staff and remediate deficiencies
• Review program progress through scheduled meetings with the assigned Program Management team through the lifetime of the project
• Meet regularly with the Senior Vice President and/or Executive Director, Operations to communicate and re-cap on all business development and operational efforts
• Other duties as assigned by the Executive Director, Operations and as determined by UBC/project specific SOPs
  
  

Supervisory Responsibility

2 – 10 Direct Reports, 20+ Indirect Reports

Desired Skills And Qualifications

• Bachelor’s degree in relevant discipline or equivalent work experience
• 8 – 12 years relevant experience, or 6 – 10 years of experience with Master’s degree
• Pharmacy Technician License may be required depending on program and state requirements
• Excellent PC skills including Microsoft Office and Internet experience
• Excellent verbal and written communication and presentation skills
• Strong analytical and problem solving skills
• Strong focus on book of business client satisfaction and client retention results
• Ability to work cross-functionally to proactively communicate and to resolve issues with the highest sense of urgency
• Highly developed written communication and documentation skills to develop project educational materials, program specific procedures, product tools, and other services – related to collateral
• Networking and client interfacing skills to cultivate and manage relationships
• Strong analytical skills
• Ability to analyze information and target trends
• Organize people and systems to achieve goals
  
  

Benefits

At UBC, employee growth and well-being are always at the forefront. We offer an extensive range of benefits to ensure that you have everything you need to thrive personally and professionally.

Here Are Some Of The Exciting Perks UBC Offers

• Competitive salaries
• Growth opportunities for promotion
• 401K with company match*
• Tuition reimbursement
• Flexible work environment
• Discretionary PTO (Paid Time Off)
• Paid Holidays
• Employee assistance programs
• Medical, Dental, and vision coverage
• HSA/FSA
• Telemedicine (Virtual doctor appointments)
• Wellness program
• Adoption assistance
• Short term disability
• Long term disability
• Life insurance
• Discount programs
  
  

UBC is proud to be an equal opportunity employer and does not discriminate because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. We are committed to a diverse, equitable, and inclusive culture that fosters respect for each other, our clients, and our patients.