Quality Assurance Director, Patient Support Services

Quality Assurance Director, Patient Support Services

Summary

The PSS Quality team is a dynamic, talented, and experienced team that owns quality oversight for all PSS implementations. The Quality function is responsible for driving compliance in a highly regulated industry through rigorous testing, audits, functional support, and issue & CAPA participation. These services ensure our Quality activities are of the highest quality.  We proactively support our business partners and help to drive innovation. Continuous improvement is a core capability, and we value strategic thinking, creativity, automation, and operational excellence.  We seek highly motivated people who truly want to make a difference in the life sciences industry and are looking for opportunities to impact the business and be part of the solution. At IQVIA, we support our colleagues with a focus on succession planning, career progression and continuous learning.

Job Overview

As the Quality Director, Patient Support Services, you will direct, oversee, and coordinate quality-related work for both internal and external PSS implementations. You will focus on leveraging technology and AI to support quality-related PSS work, providing insights, analyses, and support in the assessment and promotion of compliance with regulations, guidelines, and operating procedures. You will be responsible for risk identification and mitigation, as well as quality improvement initiatives. As a key player in the organization, you would ensure successful project delivery, driving consistent and rigorous quality methodology. This role requires a keen understanding of Pharmaceutical PSS programs such as hub, copay, adherence, and nursing, and the ability to communicate effectively and efficiently with program management leadership teams.

Essential Functions

• Lead and manage Quality across PSS.
• Constantly review Quality practices across all PSS areas to drive improvements and efficiencies based on analyses coupled with operational performance data and knowledge of process management, changing regulations, and customer expectations.
• Lead Quality enhancements and risk identification and mitigation by providing consultation and recommendations to PSS Leadership.
• Ensure Quality SOPs and all PSS Quality documentation is centrally housed and consistently maintained.
• Participate in or lead teams for special projects as assigned. Teams may be cross-functional.
• Provide guidance, interpretation, support, training, and key input to development groups for consultation and interpretation of regulations, guidelines, corporate standards, and policies.
• Participate in the review of corrective action plans and effectiveness checks.
• Oversee documentation, reporting, and closure of significant compliance issues.
• Assess current manual processes across PSS Quality functions with a focus on cross-functional training and automation.
• Act as an escalation point for all PSS Quality-related activities.
• Ensure all members of the team are properly trained and performing at full capacity within their assigned roles.
• Assess and ensure consistent processes exist across PSS Quality.

Required Knowledge, Skills, and abilities:

• Knowledge of National Counsel for Prescription Drug Programs (NCPDP D.0 Telecomm) is useful.
• Change management/process analysis skills.
• Strong communication skills, including the ability to train, present, and interact tactfully with clients and cross-functional partners.
• Experience with website, API, and Mobile testing.
• Experience writing and executing test plans.
• Experience with Oracle, SQL, SQL Server preferred.
• Knowledge of word-processing, spreadsheet, and database applications.
• Knowledge of GXP regulations and guidelines.
• Working knowledge of testing automation tools.
• Manual testing experience.

Required Education and Experience:

• Bachelor's Degree Required.
• Seven (7) to ten (10) years of related experience.
• Management experience Required.
• Pharmaceutical industry experience required.
• Experience within the prescription industry, retail pharmacy operations, and/or pharmacy claims is preferred.

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IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe