Director, Client & Delivery Excellence (Patient Services)

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:

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

PEOPLE LEADER

• 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:
• Responsible for and oversee their respective department.
• Ability to maintain productive and healthy relationships with key clients to drive optimal client satisfaction and results
• Leads cross-functional collaboration and communication resulting in efficient and effective delivery of services through continuous improvement

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
• Deliver and present regular program updates regarding health of the program to both client and internal leadership
• Identify and execute opportunities for program and process improvements on a continual basis to ensure best in class patient outcomes and healthcare provider satisfaction
• Lead the development of program specific presentations as needed, including participation in quarterly business reviews, internal quarterly business reviews, etc.
• Keep current on industry trends and regulations to ensure program compliance
• This position will require travel limited to less than 20%; primarily to client sites/meetings/conferences

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

• 10+ years’ healthcare operations management experience; Patient Support Programs experience
• Bachelor’s Degree in business or healthcare related field
• Proven track record of demonstrating a strong focus on customer service
• 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
• Excellent communication (written, verbal, and presentation) skills with ability to interact with all levels of management for both internal and external customer base
• Established record of utilizing tact, diplomacy, good judgment and negotiation skills to achieve mutually beneficial goals for an organization
• Ability to embrace positive conflict and demonstrated ability to resolve negative conflict
• Demonstrated ability to manage, mentor, train and develop employees
• 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
• Developing a pipeline of excellent talent to fill current and future business needs
• Program operations forecasting, revenue monitoring, contractual adherence
• Client, vendor, and program partners relationship management
• Participates in client and vendor request for proposal initiatives and selections
• Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions
• 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
• All other duties as assigned 

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.

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.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

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.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at [email protected].

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