Vice President of Patient Services

Vice President, Patient Services Reports to: Chief Executive Officer |

Location:

Remote with travel to sites |

Status:

Full-Time, Exempt The Opportunity We operate a rapidly scaling infusion therapy and specialty pharmacy platform. Our clinical outcomes are strong, our culture is high-accountability, and our growth trajectory is creating an extraordinary opportunity for a senior operator to build the patient access function that scales with us. The VP of Patient Services will lead a 40-person team and shape the infrastructure, workflows, and performance culture that will define how we serve patients at scale. This is a foundational role on the senior leadership team, reporting directly to the CEO, with material influence over the operational and financial performance of the business. If you are energized by building systems that unlock growth—driving referral-to-start velocity, scaling intake capacity ahead of the curve, and leading a team through meaningful change—we want to talk. What You'll Own Patient Access Throughput — Your #1 Priority Diagnose and eliminate leakage across the referral-to-start pipeline—from initial referral receipt through insurance verification, prior authorization, and first infusion delivery. Drive measurable reduction in referral-to-start cycle time, with accountability to specific performance targets set in partnership with the CEO. Build the intake capacity model that scales with the platform—right staffing levels, right skill sets, right workflows—without linear cost growth. Establish and own a suite of KPIs— referral conversion rate, days-to-start, intake productivity per FTE, conversion rate —and hold the team accountable to them. Team Leadership & Development Lead, develop, and hold accountable a 40-person patient services team across a distributed, multi-site environment. Identify and develop next-generation leaders within the team; build bench depth that supports continued site growth. Create and sustain a performance culture where accountability is the norm, coaching is consistent, and low performance is addressed promptly. Operational Infrastructure Design and implement standardized intake workflows—eliminating variation that creates inconsistent patient experiences and operational drag. Partner with finance on operating budget development and management; own labor cost-per-intake as a key efficiency metric. Lead process improvement initiatives with structured methodology (Six Sigma, Lean, or equivalent); document results with data. Partner with technology and pharmacy operations teams to optimize use of pharmacy management systems and workflow tools that support patient access. Executive & Cross-Functional Partnership Serve as the CEO's primary operating partner on all things patient access—proactive communication, clear recommendations, and crisp execution. Collaborate with sales, clinical, and payor relations teams to close the loop on referral sources and ensure a seamless handoff through the intake process. Ensure compliance with applicable accreditation standards (ACHC, URAC) and state/federal regulatory requirements across all sites. What Success Looks Like In your first 60 days, you have completed a rigorous diagnostic of the patient services function and presented the CEO with a prioritized improvement plan with milestones and accountability structures. By mid-year, referral-to-start cycle time is trending meaningfully down, intake productivity per FTE is improving, and the team has a culture and operating cadence that didn't exist before you arrived. Within 12-18 months, you have built a scalable intake infrastructure that can absorb additional site growth without proportional headcount increases, and patient access is no longer the binding constraint on the business. What We Need From You Non-Negotiables Minimum 7 years of progressive leadership experience in infusion therapy, specialty pharmacy, or closely related healthcare services—at least 2 years at a director level or above. Demonstrated, quantifiable track record of improving referral-to-start cycle times or patient intake throughput in a multi-site environment. We will ask for specifics. Proven ability to lead and develop large teams (30+ people) through operational change—with examples of how you have built accountability cultures, not just described them. Strong financial acumen—you understand operating budgets, labor cost models, and the relationship between operational KPIs and business unit P&L. Experience with formal process improvement methodology (Six Sigma, Lean, Kaizen) with documented outcomes. Familiarity with accreditation standards (ACHC, URAC, CMS) and regulatory requirements applicable to infusion and specialty pharmacy operations. Strongly Preferred Experience in a PE-backed, high-growth environment where speed, capital efficiency, and measurable results are table stakes. Prior experience integrating newly acquired sites into a centralized or hub-based patient access model. Experience with call center operations and technology platforms that support distributed patient access teams. Bachelor's degree in healthcare administration, business, or related field; advanced degree a plus. The Traits That Define the Right Person Dependability. You do what you say you'll do. Your team, peers, and the CEO know that commitments you make are commitments kept. You communicate proactively when circumstances change—you don't wait to be asked. Integrity. You do the right thing for patients, even when it's operationally inconvenient. Your team trusts you because your words and actions are aligned—in good weeks and hard ones. One Team. You lead across silos. Patient access is an end-to-end problem—sales, clinical, pharmacy, finance—and you bring those teams together around shared goals rather than managing your corner of the org chart. Accountability. You hold yourself and your team to high standards—with data, consistency, and follow-through. You build cultures where performance expectations are clear and results are non-negotiable, while developing the people who deliver them. Agent for Change. You never accept "that's how we've always done it" as an answer. You are energized by process improvement, intellectually curious about what best-in-class looks like, and relentless about closing the gap between current state and where the business needs to be. We are an Equal Opportunity Employer committed to a work environment free from discrimination and harassment.

Pay:

$91,872.58 - $110,642.24 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person