Job Summary

The Director, Program Call Center is responsible for strategic direction for the team and delivering results through the leadership of Program Call Center. The Director of Program Call Center will be responsible for setting and providing direction for Reimbursement Management and Field Staff, driving performance at the individual and team level and building client relationships. The Director will support all aspects of access, coverage and reimbursement across multiple sites of care and provide support for all product channels. The selected candidate will have a record of accomplishment of success in building and maintaining highly motivated teams in a fast-paced, high volume organization.
Strategic client contact that ensures all cross-functional team members deliver solutions that meet all internal UBC requirements, while exceeding customer expectations for operational excellence and program stakeholder satisfaction.

Essential Functions

  • Leads the effort to build the team, define the culture, and shape the future direction of the Program Call Center team.
  • Develops SOPs and responsible for their successful execution.
  • Provides direct oversight to all Program Call Center staff; performance management, training, mentoring, and issue resolution. Responsible for recruiting, developing, training, and coaching the Program Call Center team members. Oversees overall operational implementation, performance, and meeting of contractual requirements.
  • Significant experience with buy-n-bill within 340b Children’s Hospitals with the ability to support and coach the team on difficult cases
  • Strong understanding and experience specific to Medical and Pharmacy benefits with the ability to step in on challenging cases
  • Conducts monthly evaluation with employees to observe, monitor, and provide ongoing coaching, recognition and assessments of performance.
  • Develop and present monthly and quarterly business reviews.
  • Monitor the execution of regional tactical plans to meet customer access, and reimbursement needs.
  • Works to insure field alignment is optimized to meet customers’ needs.
  • Develops and maintains a master list of access across all payer segments to inform client stakeholders on challenges and opportunities
  • Sets the highest standards for compliance with all activities related to HIPAA, PHI, and reimbursement protocols as outlined by program.
  • Maintain a seamless communication with Call Center staff on all coverage and access needs.
  • Communicates and coordinates team efforts with internal and external stakeholders.
  • Attends and participates in internal and external meetings, training classes, seminars, conventions, and other business activities as needed and provides those learnings to team for development. Builds positive customer and client relationships.
  • Partners with key internal and external personnel to target customers and drive appropriate and compliant influence as it relates to clients’ products and services.


  • BA/BS degree, MBA preferred
  • 12 or more years of Specialty, Pharma and/ experience with 7-10 years of relevant Market Access, Managed Markets and Reimbursement experience.
  • Rare/Orphan experience, required
  • Neurology experience, preferred
  • Exhibits and shares a strong understanding of the health insurance industry; ability to navigate and support both public and private insurance/plan requirements; managed care exposure
  • Solid understanding of 340b institutions and how they manage the buy-n-bill process
  • Maintain understanding of and ability to implement successful management and leadership principles proven leader in a Program Call Center environment.
  • Drive results through leveraging effective influence and relationship skills across program stakeholders.
  • Experience in policy development, business financials, and call center.
  • Proven organizational, analytical, and interpretative skills; demonstrated time management.
  • Superior written/verbal communication and presentation skills.
  • Strong Computer Literacy: MS Office Applications – Word, EXCEL, PowerPoint, Outlook; Multi-user computer systems
  • Ability to travel as needed to meet program goals.

Additional Knowledge and Skills Preferred:

  • Healthcare services such as reimbursement hubs, clinical call centers, patient support management, and/or pharma/biotech service experience (Specialty Pharmacy/Distribution) strongly preferred.
  • Pharmaceutical regulatory, risk management, compliance, or medical affairs experience, strongly preferred
  • Client portfolio management experience


United BioSource Corporation (UBC) is a leading provider of pharmaceutical support services, partnering with life science companies to make medicine and medical products safer and more accessible. Our services support the full lifecycle of medicine and medical products, including development, commercialization, and long-term value and safety.

While UBC offers employment within Patient Support, Nursing, Pharmacy and Corporate, two main focus areas for the company are Clinical Development & Research and Safety & Risk Management. Members of the Clinical Development and Research teams help evaluate study protocol, target study population, recruit physicians and patients, and collect, clean, validate and report data. As a result, sponsors are able to submit findings to regulatory authorities or make a no-go decision in a timely and clear-cut manner. Additionally, our Safety and Risk Management teams develop, deliver, and report evidence to reinforce safe and appropriate product use.

Through our Patient Access services, we help patients begin therapy quickly and remain on therapy, building strong relationships with patients to ensure optimal care.

UBC is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.

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