Lead, Patient Support Program Operations
Praxis
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $180,000 - $200,000 per year
Job Level
About the role
- Operationalize the HUB: Stand-up core PSP operations including intake pathways, SOPs, training materials, call guides, FAQs, and quality controls.
- Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions.
- Partnership & Collaboration: Ensure clear, consistent handoffs across HUB, field teams, and vendor partners.
- Ensure systems support operations: Ongoing engagement with technology partners to ensure tools are configured and function to support workflows; identify and resolve gaps quickly.
- Establish and manage performance standards: Define SLAs, monitor performance, conduct root-cause analysis, and hold teams and vendors accountable.
- Lead day-to-day operations: Lead onboarding, training, and ongoing performance management to drive consistent, high-quality execution.
- Drive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and risk.
- Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and Compliance.
- Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch readiness.
Requirements
- 7+ years of progressive experience in patient services, PSP operations, or HUB leadership, or within complex health system–based care coordination models, supporting patients and HCPs within the rare disease environment.
- Proven experience building or operationalizing PSP infrastructure in pre-launch or early commercial settings.
- Direct experience standing up HUB operations, including workflow execution, SOP/BRD development, training, and performance management.
- Strong ability to translate strategy into execution with a focus on reliability, scalability, and real-world performance.
- Demonstrated success managing vendor performance and enforcing SLA-driven accountability.
- Strong technical acumen with CRM systems, case management platforms, and patient-facing tools.
- Experience applying automation and/or AI-enabled solutions to improve operations, with sound judgment on where and how to use them appropriately.
- Data-driven operator who uses metrics to identify issues, drive decisions, and close gaps quickly.
- Clear, candid communicator who builds alignment, challenges constructively, and takes full ownership of outcomes.
- Built or rebuilt PSP operations under real launch timelines.
Benefits
- 99% of the premium paid for medical, dental, and vision plans.
- Company-paid life insurance.
- AD&D and disability benefits.
- Voluntary plans to personalize coverage.
- 401(k) matching up to 6% on eligible contributions.
- Long-term stock incentives and ESPP.
- Discretionary quarterly bonus.
- Flexible wellness benefit.
- Generous PTO.
- Paid holidays and company-wide shutdowns.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
PSP operationsworkflow executionSOP developmentperformance managementdata integrityroot-cause analysisautomation solutionsAI-enabled solutionscase documentationreporting needs
Soft Skills
partnershipcollaborationcommunicationaccountabilitystrategic executionproblem-solvingleadershiptrainingperformance managementalignment
Certifications
HIPAA compliance