[Remote] Patient Services Operations Specialist - CRM Exp in Healthcare Required

Note: The job is a remote job and is open to candidates in USA. PRO-spectus is seeking a Patient Services Operations Specialist to support the Patient Services team and help drive operational excellence across patient support, technology enablement, reporting, and program execution. This role will support day-to-day Patient Services operations, workflow coordination, Salesforce implementation and migration activities, patient coordinator team support, marketing survey oversight, reporting, and cross-functional process improvement.

Responsibilities

• Support Patient Services operations, including workflow coordination, issue tracking, escalation support, and operational assistance for patient coordinator team members
• Support Patient Services leadership in monitoring operational priorities, case progression, program expectations, and team workflow needs
• Serve as an operational partner for Salesforce implementation and migration activities, including requirements gathering, user acceptance testing, workflow validation, data review, training support, adoption, and post-launch stabilization
• Partner with internal stakeholders to translate patient services workflows, patient coordinator needs, provider interactions, and program requirements into clear business and functional requirements
• Assist with the development, documentation, and optimization of standard operating procedures, process flows, job aids, training materials, and quality expectations
• Support patient coordinator onboarding, training reinforcement, knowledge-sharing, and process clarification to promote consistent execution across the team
• Using Tableau and Salesforce, monitor operational data, dashboards, scorecards, audits, and reports to identify trends, risks, gaps, and opportunities for improvement
• Prepare and maintain routine reporting related to patient services activity, program performance, case status, team productivity, survey results, and other operational metrics
• Support execution of marketing surveys or patient/provider feedback initiatives, including tracking participation, monitoring data quality, summarizing results, and escalating insights
• Collaborate with Market Access, Clinical Adherence, Pharmacy, Revenue Cycle Management, Technology, and Client Services teams to support an integrated patient access experience
• Identify opportunities to streamline workflows, reduce manual effort, improve data integrity, and strengthen the patient, provider, and client experience
• Support business reviews, leadership updates, client-facing materials, and internal presentations by gathering data, organizing insights, and preparing clear summaries
• Create high-quality reports and presentations for client stakeholders and internal leaders using Microsoft PowerPoint and Word
• Serve as a resource for operational questions, system issues, process clarification, and complex case support as appropriate
• Promote a culture of accountability, compassion, collaboration, and continuous improvement within the Patient Services team
• Maintain confidentiality and compliance with all applicable policies, procedures, and requirements related to patient information, client programs, and company operations
• Perform other duties and responsibilities as assigned to support Patient Services and broader PRO-spectus business priorities

Skills

• Strong understanding of patient services, patient access, reimbursement support, case management, or healthcare operations
• Experience supporting team workflows, training reinforcement, escalation management, quality review, or operational coordination
• Ability to work effectively in a hands-on operational support role while managing priorities, details, and cross-functional requests
• Strong analytical skills with the ability to review data, identify trends, validate information, and translate findings into actionable recommendations
• Experience with CRM or case management platforms; Salesforce Health Cloud, Life Sciences Cloud, or similar patient services technology experience preferred
• Comfort supporting technology implementation, migration, system testing, process documentation, and user adoption initiatives
• Proficiency with Microsoft Excel, PowerPoint, Word, and reporting tools; Tableau or Salesforce reporting experience needed
• Strong written and verbal communication skills, including the ability to prepare clear reports, updates, presentations, and process documentation
• Excellent organizational skills with the ability to manage multiple priorities, deadlines, stakeholders, and operational details
• High attention to detail and commitment to data accuracy, process consistency, and quality outcomes
• Ability to work cross-functionally and build trusted relationships with internal teams, leadership, and external stakeholders
• Sound judgment, professionalism, discretion, and ability to handle confidential patient, provider, client, and business information
• Demonstrated ability to problem-solve, adapt to change, and support teams through evolving business or technology needs
• Commitment to PRO-spectus' mission of improving access to care and delivering a compassionate, patient-centered experience
• Bachelor's degree in Healthcare Administration, Business, Life Sciences, Information Systems, or related field preferred; equivalent experience may be considered
• Minimum of 3–5 years of experience in patient services, patient access, reimbursement support, specialty pharmacy, hub services, healthcare operations, or a related field
• Salesforce Expertise: Minimum 2 years of experience with patient data platforms, such as Salesforce Health Cloud, Life Sciences Cloud, or similar systems
• Technical Skills: Proficiency in Tableau, Microsoft Excel, and PowerPoint
• Experience supporting training, quality, operations, escalation management, reporting, or project support preferred
• Experience supporting Salesforce implementation, CRM migration, case management technology, reporting, or process improvement initiatives strongly preferred
• Experience working with life sciences, specialty therapies, medical benefit reimbursement, rare disease, cell and gene therapy, drug/device programs, or complex access models preferred

Benefits

• Robust medical, dental, and vision plans
• Life insurance and disability coverage
• Tax-advantaged savings accounts
• Employee Assistance Program
• Home office benefits
• Unique perks like an Employee Ownership Program
• Paid time off
• Holidays
• Bereavement leave
• 401(k)-retirement plan with employer matching
• Performance-based bonus opportunity

Company Overview