Director, Direct-to-Patient Operations

About the role

This senior leadership position will design, launch, and continuously improve a direct‑to‑patient healthcare delivery model in the United States. You will own the end‑to‑end operational infrastructure that connects digital intake, telehealth, fulfillment, billing, and support, ensuring a seamless patient journey.

Key responsibilities

• Own the operational infrastructure for the direct‑to‑patient channel, including intake workflows, patient routing, fulfillment, billing, and support systems.
• Translate channel strategy into detailed processes, SOPs, execution plans, and readiness frameworks.
• Validate and test all operational workflows to ensure launch readiness, incorporating contingency planning and continuous improvement.
• Design and manage cash‑pay, coupon, and copay support programs to deliver patient‑friendly payment experiences.
• Oversee intake operations, benefits verification, and prior‑authorization processes to reduce friction and improve access.
• Define and monitor performance metrics such as service levels, fulfillment timelines, approval rates, conversion metrics, and patient experience indicators.
• Build reporting dashboards that give leadership visibility into operational health.
• Establish governance processes with internal teams and external partners to ensure accountability and timely issue resolution.
• Manage vendor and partner relationships, driving performance improvements and service adherence.
• Lead, mentor, and develop a senior operations team, fostering a culture of accountability, collaboration, and continuous improvement.
• Collaborate cross‑functionally with commercial, technology, compliance, access, and external service teams.

Required profile

• Extensive experience in healthcare operations and digital health delivery models.
• Proven track record building high‑performing teams in complex, fast‑paced environments.
• Strong operational leadership and process‑optimization capabilities.
• Ability to translate strategic plans into reliable day‑to‑day execution.
• Excellent cross‑functional collaboration and stakeholder management skills.

Required skills