Director, Patient Support Operations
Location: Gaithersburg, MD Wilmington, DE
Hybrid - 3 days per week in office
The incumbent is the leader of medical and business service operations. The Director is responsible for operational services including AZIC, and PatientSupport Programs. This role will design, implement and enhance best in class customer support services. He/sheprovides market access program acumen to cross functional teams to ensure access services view of medical and business support strategy is represented.This position will report into the Senior Director, US Patient Support and will work in close partnership with other members of Patient Support Services team, AZ cross functional partners and with external suppliers.This position is based Gaithersburg, MD or Wilmington, DE. Business travel, by air or car, is required for regular internal and externalbusiness meetings.
What You’ll Do:
Owns the development and execution of a functional team within US Patient Support Operations including hiring decisions, effectively assessing and coaching managers.
Manage supplier performance (approximately 96OSP) in accordance with AstraZeneca services
Oversee the external AstraZeneca Information Center (AZIC) vendor regarding identification and reporting of AEs, PQCS, and MIRS in alignment with AZ policy.
Manage 5-10-million-dollar budget, accurate and timely headcount, fee, and expense forecasts, regular financial reporting to senior leadership.
Responsible for delivering on Key Performance Metrics (KPI), Service Level Agreements (SLA), and superior customerexperience.
Design and development of smart and lean processes to optimize the workflows of the team as well as optimal patient services strategies.
Functions as a member of the US Patient Support Operations Leadership Team and can provide management insights.
Complies with all laws, regulations and policies that govern the conduct of AZ's activities related to Patient Support Programs.
Remains current with GXP and quality process as it relates to AE, PQC, and MIR.
Minimum Requirements:
Bachelor’s degree
5+ years of experience in healthcare, including a pharmaceutical company role
Contact Center experience
Understanding of market access, patient affordability solutions, and healthcare delivery
Analytical skills including problem solving, forecasting, contract development and financial modelling
Proven negotiation & relationship building skills
Proven ability to lead teams in a matrixed organization
Preferred Requirements:
An Advanced Degree (MA/MS/MBA)
Nursing or pharmacy experience
When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of 25% of the month from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.
Are you ready to take ownership, step up and innovate in a company that’s growing at pace? Are you ready to make your mark on the healthcare ecosystem, industry and business and, most meaningfully, our patients? If so, apply today and join us in our mission to change lives with our science!
The annual base pay for this position ranges from $162,000 $243,000 Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Date Posted
10-Sept-2025Closing Date
23-Sept-2025Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.
AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.
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