Associate Director, Client & Delivery Excellence

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  

Job Description

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:
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 is 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 ensure a pipeline of excellent talent to fill future business needs.
• 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.
• All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

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 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; 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 industr