Patient Services Workforce Management Partner

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 to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week 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. 

You will lead near‑ and long‑term workforce capacity planning for Patient Services (PS), ensuring that staffing aligns with patient support needs and delivers a consistent, seamless patient experience. You will partner closely with PS Case Management leaders to translate resource demand into actionable staffing plans for OneSource Support Specialists/Case Managers, manage key vendor relationships that enable workforce planning, and design the reporting and dashboards that power day‑to‑day operational performance management and decision‑making. Your work will balance analytical discipline with practical execution, turning data into clear recommendations and timely actions.

Accountabilities:

• Near‑ and long‑term capacity planning: Partner with PS Case Management Leaders in PS (Rare Neurology, Rare Heme/Neph, and Rare Endocrine/Rare Tumors) and US Deployment/Effectiveness partners on models that project staffing needs using near‑term trends and long‑term patient management forecasts; incorporate hours of operation, time zones, seasonality, new patient starts, and productivity assumptions; use scenario and sensitivity testing to inform staffing, hiring, training, and vendor strategies.
• Demand and supply collaboration: Collaborate with PS Case Management Leaders to understand near‑term patient support demand and case management resource supply; translate qualitative and quantitative inputs into weekly and monthly staffing plans.
• Vendor relationship management: Engage with internal and external partners to support patient services call-recording and quality-monitoring capabilities; define and maintain SOWs/SLAs, track performance, drive continuous improvement and resolve operational issues and escalations.
• Operational analytics and insights: Conduct regular analysis of patient services activity data and KPIs to identify drivers, barriers, and trends; deliver actionable insights that inform schedule optimization, process improvements, and patient experience outcomes. Support Quarterly/Monthly Operational Reviews and day‑to‑day workforce performance management.
• Reporting and dashboards: Define and standardize KPI/metric definitions; design and oversee delivery of automated dashboards and recurring reports for day‑to‑day workforce management and performance reviews; ensure data quality, timeliness, and usability for frontline managers and senior stakeholders.
• Project Planning: Facilitate a culture of planning and project management, using consistent tools and approaches and ensure that work is tracked, prioritized and resourced effectively. 
• Compliance: Maintain a compliant mindset in all operational tasks and analyses, ensuring appropriate evaluation of performance within PHI/privacy and quality frameworks.
• Cross‑functional partnership: Partner with PS leaders and cross‑functional stakeholders (e.g., BOCE, Market Access & Diagnostics, Medical, Compliance, Finance, Vendor Management) to align capacity plans and operational decisions with business objectives in a compliant way.
• Continuous improvement: Identify workflow and process enhancements to optimize scheduling, limit staffing risk, and contribute to improved patient satisfaction; make recommendations for system changes in the patient CRM system to support Patient Service Operations activities; test and implement improvements; capture benefits and update standards.

Essential Skills/Experience:

• Experience: 3+ years demonstrated success in workforce planning, capacity modeling, or operational analytics.
• Analytical skills: Proficiency in forecasting and scenario modeling; ability to synthesize quantitative and qualitative inputs into clear staffing recommendations.
• Tools and data: Advanced Excel/Sheets skills; experience with BI/reporting tools (e.g., Power BI, Tableau) and comfort working with operational datasets. Experience with workforce planning toolsets is a plus.
• Collaboration and influence: Strong ability to partner with PS Operations leaders and cross‑functional teams; ability to translate data into decisions and drive alignment.
• Communication: Clear written and verbal communication; ability to present complex information simply to frontline managers and senior stakeholders.
• Execution and rigor: Discipline in documentation, data quality, and on‑time delivery of plans and reports; bias for action in fast‑moving environments.
• Education: Bachelor’s degree in a scientific, business, analytics, operations, or related field.
• Work environment: The duties of this role are generally conducted in an office environment. As is typical of an office‑based role, employees must be able, with or without accommodation, to: use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non‑linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours.

Desirable:

• Industry background: Rare disease experience or hub/payer/provider operations exposure; familiarity with compliance and privacy constraints related to PHI.
• Workforce management domain: Knowledge of contact center/workforce planning concepts (e.g., volume forecasting, shrinkage, adherence, occupancy, service levels).
• Systems: Experience with Salesforce (Life Sciences Cloud, Service Cloud), telephony platforms (e.g., Salesforce Voice/Amazon Connect, NICE CXone), and integrating operational data into forecasts and reports.
• Continuous improvement: History of driving process optimization using data and, where applicable, AI‑enabled insights.

At Alexion, you will find a collaborative culture that encourages innovation and a diverse environment where your contributions are valued. You will have the opportunity to be at the forefront of rare disease research and make a meaningful difference in patients' lives. 

Ready to lead and inspire? Apply now and take the first step towards a fulfilling career at Alexion, AstraZeneca Rare Disease. 

#LI-Hybrid 

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Annual base salary for this position ranges from 94,820.80 to 124,452.30.

AstraZeneca is committed to providing fair and equitable compensation opportunities to all colleagues. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The range provided in this posting represents an offer pay range used in a majority of situations. The base pay offered will vary depending on multiple individualized factors, including the candidate's skills and experience, job-related knowledge, and other specific business and organizational needs.  In some cases, offers outside the range may also be considered to address unique circumstances.

In addition, our permanent positions offer an annual Variable Pay Bonus/Short Term Incentive opportunity as well as eligibility to participate in our equity-based long-term incentive program (if applicable to role).  Benefits offered for permanent roles include a competitive Flex Benefits & Retirement Savings Program, 4 weeks’ paid vacation, and annual Personal Days. Fixed Term Contract/Temporary positions (excluding students) are offered a Contract Benefits Program.

We are using AI as part of the recruitment process.

This advertisement relates to a current vacancy.