Job Description
PRO-spectus is seeking a Lead, Patient Services to support the Patient Services team and help drive operational excellence across patient support, technology enablement, reporting, and program execution. This role will serve as a lead/supervisory resource within Patient Services, helping oversee day-to-day workflows while also supporting key business initiatives, including Salesforce implementation and migration , patient coordinator team support, marketing survey oversight, reporting, and cross-functional process improvement. The Lead, Patient Services will partner closely with Patient Services leadership, patient coordinators, technology partners, and cross-functional stakeholders to ensure patient support operations are executed with accuracy, consistency, urgency, and compassion. This individual will help translate business and patient support needs into operational requirements, support system adoption, identify workflow enhancements, and ensure reporting and insights are used to improve program performance. The ideal candidate is highly organized, solutions-oriented, analytical, and comfortable working at the intersection of patient services operations, technology, data, and team leadership. This person should be energized by PRO-spectus’ mission to break down access barriers and support patients in receiving the care they need. Core Duties/Responsibilities Provide lead-level support and day-to-day oversight for Patient Services operations, including workflow coordination, issue escalation, and support for patient coordinator team members. Support Patient Services leadership in monitoring team performance, operational priorities, case progression, and adherence to program expectations. Serve as a key operational partner for the Salesforce implementation and migration, helping support requirements gathering, user acceptance testing, workflow validation, data review, training, adoption, and post-launch stabilization. Partner with internal stakeholders to translate patient services workflows, coordinator needs, provider interactions, and program requirements into clear business and functional requirements. Assist with development, documentation, and optimization of standard operating procedures, process flows, job aids, training materials, and quality expectations. Support patient coordinator onboarding, coaching, training reinforcement, and ongoing knowledge-sharing to promote consistent execution across the team. Using Tableau and Salesforce, monitor operational data, dashboards, scorecards, audits, and reports to identify trends, risks, gaps, and opportunities for improvement. Prepare and maintain routine reporting related to patient services activity, program performance, case status, team productivity, survey results, and other operational metrics. Help oversee execution of marketing surveys or patient/provider feedback initiatives, including tracking participation, monitoring data quality, summarizing results, and escalating insights. Collaborate with Market Access, Clinical Adherence, Pharmacy, Revenue Cycle Management, Technology, and Client Services teams to support an integrated patient access experience. Identify opportunities to streamline workflows, reduce manual effort, improve data integrity, and strengthen the patient, provider, and client experience. Support business reviews, leadership updates, client-facing materials, and internal presentations by gathering data, organizing insights, and preparing clear summaries. Create and deliver high-quality reports and presentations to client stakeholders and executive-level leaders using Microsoft PowerPoint and Word. Act as a resource for complex cases, operational questions, system issues, and process clarification. Promote a culture of accountability, compassion, collaboration, and continuous improvement within the Patient Services team. Maintain confidentiality and compliance with all applicable policies, procedures, and requirements related to patient information, client programs, and company operations. Perform other duties and responsibilities as assigned to support Patient Services and broader PRO-spectus business priorities. Skills & Requirements Strong understanding of patient services, patient access, reimbursement support, case management, or healthcare operations. Experience supporting or leading team workflows, training, coaching, escalation management, or quality oversight. Ability to operate effectively in a lead/supervisory capacity while remaining hands-on and willing to support daily operational needs. Strong analytical skills with the ability to review data, identify trends, validate