Director, Direct-to-Patient Operations

About the Role

This leadership position is focused on overseeing and optimizing a direct-to-patient healthcare delivery system in the United States. The role entails managing the entire patient experience from digital intake through telehealth, fulfillment, billing, and support to ensure a seamless and scalable healthcare offering. The director will spearhead efforts to translate strategic plans into operational realities while building and mentoring a high-functioning team in a dynamic launch environment.

Key Responsibilities

• Manage the operational framework supporting the direct-to-patient channel, including patient intake protocols, routing, order fulfillment, billing processes, and support systems.
• Convert channel strategies into executable processes, standardized operating procedures, readiness assessments, and performance plans.
• Ensure all operational components are validated, tested, and refined for launch readiness and continuous enhancement.
• Oversee programs related to cash payments, copay assistance, and coupon utilization to create smooth payment workflows and positive patient experiences.
• Streamline intake, benefits verification, and prior authorization functions to reduce barriers and improve patient accessibility.
• Define and monitor operational metrics such as service levels, fulfillment speed, approval success rates, conversion effectiveness, and overall patient satisfaction.
• Develop and maintain comprehensive reporting tools and dashboards to inform leadership about operational health and trends.
• Implement governance frameworks with internal teams and external partners to ensure accountability and timely resolution of operational issues.
• Manage vendor and partner relationships to enhance performance and ensure compliance with service agreements.
• Lead recruitment, mentoring, and development of senior operations staff to cultivate a culture of accountability, collaboration, and continuous improvement.
• Partner with cross-disciplinary teams including marketing, legal, medical, compliance, analytics, and technology to support operational success.

Candidate Qualifications

• A doctoral degree plus four or more years of experience in commercial, digital health, operations, or marketing, or a master's degree with seven or more years, or a bachelor's degree with nine or more years of relevant experience.
• Demonstrated expertise in healthcare, pharmaceutical, biotechnology, digital health, telehealth, or consumer health operations.
• Proven track record in creating and managing direct-to-patient or direct-to-consumer healthcare delivery models encompassing intake, telehealth, fulfillment, payments, and patient support.
• Strong knowledge of prior authorization workflows, benefits verification procedures, specialty therapies, and healthcare access operations.
• Experience managing financial assistance programs such as cash-pay models, copay support, and coupon administration.
• Success in managing vendor partnerships, service-level agreements, and driving operational performance improvements.
• Experience launching new operational capabilities in fast-paced, complex business environments.
• High proficiency with operational systems and technology, capable of translating operational requirements into technical workflows and working effectively with technology teams.
• Demonstrated ability to build and lead effective operational teams.
• Data-driven focus with the ability to manage KPIs, operational metrics, and patient experience outcomes.
• Exceptional communication, leadership, problem-solving, and stakeholder engagement skills.
• Thrives in ambiguous, fast-changing environments while maintaining high operational standards.

Compensation and Benefits

• Competitive annual salary ranging from approximately $195,880 to $265,015 USD, depending on experience and qualifications.
• Comprehensive health benefits including medical, dental, and vision insurance.
• Retirement savings plans with employer contributions.
• Life insurance and disability coverage options.
• Flexible spending account availability.
• Opportunities for annual bonuses and long-term incentives based on eligibility.
• Generous paid time off programs.
• Flexible work arrangements where applicable.
• Support for career advancement and professional development.
• Work environment centered on collaboration and enhancing patient health outcomes.

Additional Information

This position is hired through a partner company responsible for application management and subsequent steps. Applications are processed through an AI-powered system for fair and objective candidate matching. Final hiring decisions and next steps are managed internally by the partner organization. Applicants acknowledge that their personal data will be processed in accordance with applicable data protection laws, and AI tools may be employed during recruitment to assist but not replace human decision-making.