Full-Time Director, Client & Delivery Excellence

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 Director, Client & Delivery Excellence plays 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

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

• Providing coaching, input to personal and departmental goals, and staff training to ensure necessary skills and knowledge are present for delivery of consistently high-quality service to clients; enabling and facilitating associate involvement in problem solving and ensuring associates have the tools, supplies, skills, and information to accomplish client, team, and company objectives; and ensuring a pipeline of excellent talent to fill future business needs.
• Cultivating solid client relationships and maintaining open and transparent communication concerning operations, policies, issues, and industry best practices.
• Developing a full understanding of client 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 models, 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.
• 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.
• Interview, select, and supervise the activities of 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; conduct performance discussion appraisals with each employee; recommend, seek approval, and communicate salary changes, promotions, transfers; discipline and discharge; and administer all other personnel actions.

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.
• Assist in the development and implementation of enterprise growth.
• Ability to accommodate 10% - 25% travel.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

• Education: Requires completion of a four-year bachelor's degree, in business or a relevant discipline.
• Technical: Strong computer skills; working knowledge of Microsoft Office applications.
• Experience and/or Training: 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 to changing priorities.
• Demonstrates initiative, tenacity, and commitment and motivates self and others to go the extra mile.
• 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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