Full-Time Senior Director, Client & Delivery Excellence

THE POSITION: The Client Success Leader will oversee one or more patient support programs to drive program success. This position focuses on patient/client satisfaction, high-level patient outcomes, employee engagement, and customer satisfaction. Compliance with service commitments, contractual obligations, regulatory compliance, and quality measures is crucial.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Set clear direction, operational work plans, and measure outcomes.
• Ensure effective work by managing employee performance, workforce management, and resources.
• Engage employees to maximize discretionary effort and ensure high quality.
• Develop a pipeline of excellent talent.
• Forecast program operations, monitor revenue, and ensure contractual adherence.
• Manage client, vendor, and program partner relationships.
• Participate in client and vendor RFP initiatives and selections.
• Plan, organize, and execute program strategies for growth and improvement.
• PEOPLE LEADER RESPONSIBILITIES:
• Oversee department.
• Maintain productive client relationships for optimal satisfaction.
• Lead cross-functional collaboration and communication for efficient delivery.
• Implement continuous improvement initiatives.
• EXPECTATIONS OF THE JOB:
• Lead client programs, ensuring consistent patient outcomes aligned with contracts, SOPs, and budgets.
• Foster ongoing client and partner relationships through timely deliverables, escalation resolution, and program initiatives.
• Provide regular program updates to clients and internal leadership.
• Identify and implement program/process improvements for best-in-class patient outcomes and provider satisfaction.
• Develop program presentations, including quarterly business reviews.
• Stay current on industry trends and regulations for program compliance.
• Travel limited to less than 20%, primarily to client sites/meetings/conferences.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• 10+ years’ healthcare operations management experience; Patient Support Programs experience.
• Bachelor’s Degree in business or healthcare related field.
• Proven customer service focus.
• Strong time management skills, meeting deadlines, and handling multiple priorities.
• Excellent written, verbal, and presentation communication skills.
• Tact, diplomacy, good judgment, and negotiation skills.
• Ability to embrace positive conflict and resolve negative conflict.
• Manage, mentor, train, and develop employees.
• Commitment to process improvement and workflow enhancements.
• Adaptability to a fast-paced environment, independent decision-making, and maintaining confidentiality.

PREFERRED QUALIFICATIONS:

• Advanced degree in business or healthcare.
• 10+ years’ experience in patient/hub services, pharmacy services, or account management (preferred).

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

Office environment; frequent reaching, grasping, standing/sitting, walking, talking, hearing. Occasional lifting/moving up to 25 pounds. Moderately quiet with frequent interruptions and demands.

OUR CULTURAL BELIEFS: (shortened list, removing extra formatting)

• Patient-Minded
• Client Delight
• Take Action
• Grow Talent
• Win Together
• Communication Matters
• Embrace Diversity
• Always Innovate

COMPENSATION: $148,000 to $200,000 (USD) (US-based, other locations may vary). This is a base salary range, and final compensation will depend on experience and location.

IMPORTANT NOTE: Be aware of fraudulent job offers. EVERSANA will not ask for payment at any stage of the employment process.

EQUAL OPPORTUNITY EMPLOYER: EVERSANA is committed to diversity, equity, and inclusion. We are an equal opportunity employer.

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