Senior Director, Client & Delivery Excellence (Patient Services)

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

THE POSITION: The Client Success Leader will be responsible for oversight of one or more patient support programs to drive the overall success of the program. This position will drive patient and client satisfaction by leading and directing with a goal of providing the highest level patient outcomes, employee engagement and customer satisfaction. They will maintain compliance with service commitments, contractual obligations, regulatory compliance and quality measures.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• Engaging employees to maximize their discretionary effort while ensuring high quality
• Participates in client and vendor request for proposal initiatives and selections
• Setting clear direction, with operational work plans and measurement of outcomes
• Program operations forecasting, revenue monitoring, contractual adherence
• Ensuring work is accomplished effectively by managing employee performance, workforce management and other resources
• Developing a pipeline of excellent talent to fill current and future business needs
• Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions All other duties as assigned.
• Client, vendor, and program partners relationship management

PEOPLE LEADER

• Leads cross-functional collaboration and communication resulting in efficient and effective delivery of services through continuous improvement
• Ability to maintain productive and healthy relationships with key clients to drive optimal client satisfaction and results
• Responsible for and oversee their respective department.
• People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

EXPECTATIONS OF THE JOB:

• Leadership of one or more client-specific programs; accountable for delivering consistent patient outcomes in alignment with contractual quality and service standards, SOPs, and budgets
• Foster ongoing client and partner relationships and satisfaction by ensuring timely completion of deliverables, timely resolution of escalations and implementation of key program initiatives
• This position will require travel limited to less than 20%; primarily to client sites/meetings/conferences
• Keep current on industry trends and regulations to ensure program compliance
• Deliver and present regular program updates regarding health of the program to both client and internal leadership
• Lead the development of program specific presentations as needed, including participation in quarterly business reviews, internal quarterly business reviews, etc.
• Identify and execute opportunities for program and process improvements on a continual basis to ensure best in class patient outcomes and healthcare provider satisfaction

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• All other duties as assigned
• Demonstrated ability to manage, mentor, train and develop employees
• Participates in client and vendor request for proposal initiatives and selections
• Ability to adapt to a fast paced, dynamic environment, make independent decisions, and maintain confidential information while maintaining an open line of communication with leadership
• Proven track record of demonstrating a strong focus on customer service
• Established record of utilizing tact, diplomacy, good judgment and negotiation skills to achieve mutually beneficial goals for an organization
• 10+ years’ healthcare operations management experience; Patient Support Programs experience
• Ability to embrace positive conflict and demonstrated ability to resolve negative conflict
• Client, vendor, and program partners relationship management
• Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions
• Developing a pipeline of excellent talent to fill current and future business needs
• Bachelor’s Degree in business or healthcare related field
• Excellent communication (written, verbal, and presentation) skills with ability to interact with all levels of management for both internal and external customer base
• Highly developed time management skills with demonstrated ability to meet deadlines, follow through, and ability to handle multiple priorities with a high degree of initiative
• Commitment to process improvement techniques, along with the ability to work with staff to execute enhancements to internal and end to end processes and workflow
• Program operations forecasting, revenue monitoring, contractual adherence

PREFERRED QUALIFICATIONS:

• Advanced degree in business or healthcare
• 10+ years’ experience in patient/hub services, pharmacy services, account management preferred

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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