Lead, Patient Services - Healthcare Technical Operations for Salesforce Workflows

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 information, and translate findings into actionable recommendations.
• Experience with CRM or case management platforms; Salesforce Health Cloud, Life Sciences Cloud, or similar patient services technology experience preferred.
• Comfort supporting technology implementation, migration, system testing, process documentation, and user adoption initiatives.
• Proficiency with Microsoft Excel, PowerPoint, Word, and reporting tools; Tableau or Salesforce reporting experience needed.
• Strong written and verbal communication skills, including the ability to prepare clear reports, updates, presentations, and process documentation.
• Excellent organizational skills with the ability to manage multiple priorities, deadlines, stakeholders, and operational details.
• High attention to detail and commitment to data accuracy, process consistency, and quality outcomes.
• Ability to work cross-functionally and build trusted relationships with internal teams, leadership, and external stakeholders.
• Sound judgment, professionalism, discretion, and ability to handle confidential patient, provider, client, and business information.
• Demonstrated ability to problem-solve, adapt to change, and support teams through evolving business or technology needs.
• Commitment to PRO-spectus’ mission of improving access to care and delivering a compassionate, patient-centered experience.

Education, Certifications and Experience: 

• Bachelor’s degree in Healthcare Administration, Business, Life Sciences, Information Systems, or related field preferred; equivalent experience may be considered.
• Minimum of 3–5 years of experience in patient services, patient access, reimbursement support, specialty pharmacy, hub services, healthcare operations, or a related field.
• Salesforce Expertise: Minimum 2 years of experience with Patient Data platforms (Salesforce Health Cloud or Life Sciences Cloud).
• Technical Skills: Proficiency in Tableau (data analytics), Microsoft Excel (data management), and PowerPoint (presentations).
• Prior lead, supervisory, training, quality, operations, or project support experience preferred.
• Experience supporting Salesforce implementation, CRM migration, case management technology, reporting, or process improvement initiatives strongly preferred.
• Experience working with life sciences, specialty therapies, medical benefit reimbursement, rare disease, cell and gene therapy, drug/device programs, or complex access models preferred.

Physical Requirements: 

• As a remote-forward organization, this position operates in a professional office environment and teleworking from the employee’s home address listed in their employment file.
• Prolonged periods of sitting at a desk and working on a computer.
• Keyboarding 
• Speaking 
• Must be able to lift up to 15 pounds at times. 
• Working hours to support activities in multiple time zones. 

Our PRO-spectus Culture Philosophy

At PRO-spectus we have created a culture that is supportive, dedicated, and teamwork driven.  We celebrate each other’s joys in personal life and professional accomplishments, promoting meaningful relationships and friendships. 

Our employees bring strength of mind and spirit to make the extraordinary happen every day.  With humility and compassion at our core, PRO-spectus is proud of our relentless focus towards the higher purpose of improving the lives of patients we support.

We recognize it takes a lot of people working together with a common goal to make spectacular happen, and we never forget that at the heart of our company are the people who make it work.

PRO-spectus is an Equal Opportunity / Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, protected veteran status, marital status or other protected status under federal, state or local laws.

At PRO-spectus, we are deeply committed to pay transparency and equity. The hourly range for this position is $48.00 - $57.00 based on experience and qualifications, with the final offer reflecting skills and other job-related factors.  Beyond competitive pay, we offer a comprehensive and generous benefits package designed to support your well-being and work-life balance.

Our benefits include robust medical, dental, and vision plans; life insurance and disability coverage; and tax-advantaged savings accounts.  We also provide an Employee Assistance Program, home office benefits, and unique perks like an Employee Ownership Program.  With paid time off, holidays, bereavement leave, and a 401(k)-retirement plan with employer matching, PRO-spectus prioritizes your financial and personal security. Plus, you may be eligible for a performance-based bonus opportunity.

Join PRO-spectus, where your career growth, well-being, and contributions truly matter!