Full-Time Associate Director, Client & Delivery Excellence

THE POSITION: A key aspect of EVERSANA is Client Delight. We own every client experience and its impact on results. We are strategic in nature, forward-thinking and we work with clients to not only meet the needs and challenges they experience but exceed their expectations by delivering results.

The Associate Director, Patient Services Delivery is a vital role in addressing all areas impacting existing and potential client experience by way of current programs and proposals received. This role will partner with the program CSL to help drive strategic offerings as well as oversee the SDOH components of the program.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Providing coaching, input to personal and departmental goals and staff training to ensure necessary skills and knowledge is present for delivery of consistently high-quality service to clients.
• Cultivating solid client relationships and maintaining open and transparent communication concerning operations, polices, issues, and industry best practices.
• Developing full understanding of client’s objectives, contracted deliverables, and communicating these to the team.
• Assessing all main operational aspects of programs including the identification and implementation of automation, greater efficiencies, improved processes, optimal staffing model, staff roles & responsibilities, and SOPs, etc.
• Setting clear direction, effective plans and measurable outcomes.
• Overseeing the development of and approving client billing prior to invoicing.
• Tracking, monitoring, and reporting upon overall program results in a timely manner.

PEOPLE LEADER Responsibilities:

• Responsible for and oversee their respective department.
• Interview, select and supervise the activities of the department staff; communicate, interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance.

EXPECTATIONS OF THE JOB:

• Deep knowledge of, and practical experience in designing, delivering and optimizing patient access programs inclusive of reimbursement support, co-pay assistance, patient assistance programs and adherence services.
• Ability to interpret industry trends and competitive information and develop strategies and tactics to respond to changes in the marketplace based on the client and their specific pipeline.
• Adapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deliverables.
• Respond promptly to customer needs and proactively solicit client feedback to improve services.

Ability to accommodate 10% - 25% travel.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Requires completion of a four-year bachelor's degree, in business or a relevant discipline.
• Strong computer skills; working knowledge of Microsoft Office applications
• Minimum 5 years of patient services leadership role.
• Minimum 5 years of experience in one or more commercial disciplines: Sales, Operations, Product Management, or Strategic Account Management.
• Strong relationship-building, problem-solving, analytical, organizational and leadership abilities.
• Excellent verbal and written communication and presentation capabilities to convey information to diverse audiences in a way that is easily understood and actionable.

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