Sr Incident Manager, Patient Services

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:

We are seeking a highly motivated and experienced Patient Services Support Leader to join our growing team. In this critical role, you will lead a team of support professionals responsible for providing exceptional technical support for our Patient Services Hub and Pharmacy services operations. You will play a key role in ensuring the smooth operation and user satisfaction of Patient Services Hub programs, engagement portals, and copay programs built on Salesforce Health Cloud, Experience Cloud, MuleSoft, Pharmacy Systems, and leveraging an API-first approach.

The ideal candidate is a seasoned Salesforce Health Cloud Support Lead with a passion for building and leading high-performing teams. They possess a deep understanding of ITIL principles and leverage them to establish a robust support framework. They are analytical, results-oriented, and adept at identifying trends and implementing proactive solutions. They are also a skilled communicator who can bridge the gap between technical and business teams.

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

• Lead and manage a team of Salesforce, Java, and Microsoft CRM support specialists, providing coaching, mentorship, and performance feedback
• Collaborate with business stakeholders to understand their support needs and expectations and translate them into technical requirements for smaller enhancements as needed
• Strong analytical capabilities and experience or capacity to quickly grasp business concepts
• Strong negotiating and problem-solving skills
• Develop and implement a comprehensive support strategy aligned with ITIL best practices.
• Establish and maintain clear escalation processes for complex issues
• Define and track key performance indicators (KPIs) to measure support team effectiveness and user satisfaction
• Provide day-to-day management of application support teams, which includes employees and contractors
• Develop policies and procedures to govern application support functions, such as problem management, change management, and security
• Assist in the development of Service Level Agreements to establish incident resolution expectations and timeframes
• Proactively monitor system health and performance using relevant metrics and tools
• Analyze trends, identify root causes of issues, and implement solutions to prevent recurrence
• Work closely with development teams to ensure smooth resolution of reported issues
• Change Management: Responsible for coordinating communications and scheduling to all affected parties when technology changes are to be made
• Develop and implement a robust Build to Run process, ensuring programs are well-documented and ready for efficient support handoff
• Foster a knowledge-sharing culture within the support team
• Stay up-to-date on the latest Salesforce Health Cloud features and functionality
• Develop and maintain comprehensive technical documentation
• Ensure code quality through code reviews and unit testing
• Participate in the Salesforce ecosystem and contribute to the sharing of knowledge and best practices
• Align to the strategy and governance of EVERSANA’s Patient Services business.
• Manage and design solutions for multi-org Salesforce environment