Senior Director, Medical Patient Support Services

Senior Director, Medical Patient Support Services Syneos Health Commercial Solutions - 3.8 Durham, NC Job Details 15 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance 401(k) matching Opportunities for advancement Paid sick time Qualifications Call center experience Direct client contact Patient safety Leading team collaboration initiatives Clinical team leadership Medical affairs Cross-functional team management Call center management Cross-functional communication Senior leadership Full Job Description Description We are seeking a visionary, clinically credentialed leader to revolutionize our Safety and Medical Information Engagement Center. This pivotal role sits at the intersection of Patient Services/Safety, Medical Information (MI), and cutting-edge technology. Our goal is to deliver a competitive advantage by driving AI augmentation, foster seamless cross-functional collaboration, and deliver an unparalleled, patient-centric experience. Why Work with Us?

Hybrid Work Schedule:

Enjoy the flexibility to work remotely three days a week. (work the remaining 2 days in either our Newtown, PA or Morrisville, NC offices)

Casual Dress Code:

Embrace a relaxed and comfortable dress code.

Collaborative Culture:

Join a team that values open communication, teamwork, and the exchange of ideas.

Professional Growth:

We offer ample opportunities for professional development and career advancement.

Essential Duties and Responsibilities:

AI & Innovation:

Implement and optimize AI-augmented workflows (e.g., intelligent triage, automated AE capture, generative drafting, and sentiment analysis) to drive efficiency, accuracy, and market competitiveness.

Cross-Functional Fluency:

Serve as the strategic partner between Patient Safety/Services, MI, PV, Commercial, and IT teams. Translate complex clinical and operational capabilities into cohesive, winning strategies for biopharma clients.

Patient-Centricity:

Leverage a deep understanding of patient support ecosystems to ensure our support center provides holistic, empathetic interactions that enhance the overall patient journey.

Client & Team Leadership:

Act as the primary SME in client pitches, demonstrating our tech-enabled edge. Lead, mentor, and inspire a team of clinical specialists (PharmDs, RNs) and non-clinical agents to embrace innovation.

Qualifications:

Education:

Clinical degree or equivalent relevant work experience is required (e.g., Doctor of Pharmacy (PharmD), Bachelor of Science in Nursing (BSN), or similar).

Core Experience:

7+ years of leadership experience within Patient Safety, Medical Information, Pharmacovigilance, or clinical contact centers. Demonstrated track record leading large-scale operations with multiple levels of direct and indirect reports required. Proven track record of successfully leading teams and initiatives serving multiple clients.

Holistic Acumen:

Strong, demonstrated understanding of Patient Safety/Services and how they strategically intersect with medical affairs and drug safety.

Tech Innovator:

High fluency and practical application of AI technologies and next-generation platforms within a clinical call center environment.

Communication:

Exceptional cross-functional leadership and client-facing presentation skills; ability to articulate the value of a tech-enabled clinical contact center to diverse stakeholders. At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities. Why Syneos Health? Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you're empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients' lives around the world. Work Here Matters Everywhere | How are you inspired to change lives? Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled) At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements. 400002491