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:

• Providing coaching, input to personal and departmental goals and staff training.
• Cultivating solid client relationships and maintaining open and transparent communication.
• Assessing all main operational aspects of programs including the identification and implementation of automation.
• 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

• Responsible for and oversee their respective department.
• Interview, select and supervise the activities of the department staff.
• Determine job objectives, work methods and performance standards.

EXPECTATIONS OF THE JOB:

• Deep knowledge of, and practical experience in designing, delivering and optimizing patient access programs.
• Ability to interpret industry trends and competitive information and develop strategies and tactics.
• 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:

• 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.
• 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-related discipline.
• Experience in account management in the life sciences industry.

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