CAR-T Program Operations Lead

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: The CT360 Operations Leader is accountable for administering, coordinating, and reviewing the performance of the program operations across functions including SLA deliverables, data reporting as related to quality and program utilization analytics, and program staffing. This role identifies and recommends strategies to increase efficiency, improve processes, and enhance the patient experience for CAR-T therapy.

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

• Bring analytic rigor to the patient services discipline with recommendations to the Executive Leader for data driven decisions related program utilization and efficiencies.
• Oversee Standard Operating Procedures, work instructions, forms, templates, and other documents associated with the Quality Management Systems
• Identify operational initiatives to ensure proper QMS solutions are adopted for the programs present and future business needs
• Manage internal and external audits, which includes scheduled and ad hoc requests
• Participate in planning meetings with leadership for the purpose of defining program objectives relative to strategic direction from client that align with EVERSANA capabilities
• Develop and provide utilization reports, metrics, and trends to help in the preparation of leadership reviews, quarterly reporting, and/or other ad hoc reporting requests by client
• Recommends updates as needed on comprehensive business rules documents, detailing processes, partnering closely with Executive Leader

• Determine PSN job objectives, work methods and performance standards; review performance relative to program, objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions
• Continually reviews and analyzes the operations of the program, ensuring that staff are providing efficient and quality delivery of the patient experience while productivity targets are exceeded
• Develop and maintain, via annual review, all program SOPs, Business Rules, Workflows, Call Guides
• Reviews, approves, and triages T&L Exceptions to client and Executive Leader
• Acting as SPOC for client operations leader
• Synchronizes vendor partners for aligned success on client initiatives
• Ensure client training requirements for PSNs and all EVERSANA staff are completed and documented for audit via Compliance Wire and associated client repositories
• Serve as an escalation point for review, approval, and communication of next best actions to take in the case of patient-level access and reimbursement issues for certified center benefit verifications

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

EXPECTATIONS OF THE JOB:

Accountabilities

• Monthly preparation of KPIs and client deliverable reporting for program operations
• Monthly preparation of client invoicing review
• Minimum quarterly program AE reconciliation reporting
• Compliance Wire Online Training – at least 90% on-time completion
• Professional, positive, ethical,