Full-Time 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 work with clients to meet and 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 through current programs and proposals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Providing coaching, input to personal and departmental goals, and staff training to ensure skills and knowledge for high-quality service to clients.
• Enabling and facilitating associate involvement in problem-solving, ensuring associates have the tools, skills, and information for client, team, and company objectives.
• Cultivating solid client relationships and maintaining open communication concerning operations, policies, issues, and best practices.
• Developing a full understanding of client objectives, contracted deliverables, and communicating them to the team.
• Assessing operational aspects of programs, identifying and implementing automation, efficiencies, improved processes, and optimal staffing models.
• Setting clear direction, effective plans, and measurable outcomes.
• Overseeing the development and approving client billing prior to invoicing.
• Tracking, monitoring, and reporting program results.
• All other duties as assigned.

PEOPLE LEADER RESPONSIBILITIES:

• Responsible for and oversee respective department.
• Interview, select, and supervise department staff.
• Communicate, interpret, and discuss company policies and procedures with the team.
• Determine job objectives, work methods, and performance standards.
• Review performance relative to departmental objectives, discuss appraisals, recommend, seek approval, and communicate salary changes, promotions, transfers, discipline, and discharge.

EXPECTATIONS OF THE JOB:

• Deep knowledge of and practical experience in designing, delivering, and optimizing patient access programs.
• Ability to interpret industry trends, competitive information, and develop strategies to respond to changes in the marketplace.
• Adaptability to a fast-paced environment, making independent decisions and maintaining confidential information.
• Responding promptly to customer needs and soliciting client feedback to improve services.
• Assisting in the development and implementation of enterprise growth.
• Ability to accommodate 10% - 25% travel.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Requires a four-year bachelor's degree in business or a relevant discipline.
• Strong computer skills and 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).
• Ability to balance multiple projects and exercise flexibility.
• Demonstrates initiative, tenacity, commitment, and motivates self and others.
• Strong relationship-building, problem-solving, analytical, organizational, and leadership abilities.
• Excellent verbal and written communication and presentation capabilities.

PREFERRED QUALIFICATIONS:

• Advanced degree; Study in Life Sciences, Pharmacy, or Business.
• Experience in account management in the life sciences industry.

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