Sr. Director, 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:

The Senior Director of Patient and Client Services is responsible  for the strategy, oversight, and direction of day to day patient services operations,  client relationships,  and for building a service culture that drives overall financial performance, client satisfaction, and employee engagement.  This includes communicating, directing, planning, organizing, and financial monitoring to facilitate the delivery of cost effective, high quality health care services, in an ever changing competitive healthcare environment. The individual will be a key contributor to the strategic direction of the patient services team, support and foster an environment that encourages team members to share leadership, ownership, responsibility, and accountability to accomplish the key objectives of the EVERSANA organization.

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 bid response for Patient Service opportunities responsible for managing process, solutioning and working with key cross-functional counterparts on pricing and staffing. 
• Key support for bid defense materials, expertise in powerpoint. 
• Coordinate projects, programs, and services, ensuring effective work processes and employee performance.
• Present updates, strategies, and data to senior leadership, maintaining industry trend knowledge.
• Manage day-to-day operations, ensuring contractual service metrics are achieved and maintained.
• Recruit, train, mentor, and coach staff for leadership development and succession planning.
• Cultivate and enhance client relationships, acting as a key contact and promoting client satisfaction.
• Analyze complex issues, influence change, and collaborate with cross-functional teams.
• Establish and enforce policies and procedures for compliance with regulatory requirements.
• Represent the organization internally and externally, serving as a spokesperson for Patient Services.
• Support business development initiatives through input for promotional materials and client proposals.
• Forecast, create, and manage budgets, reviewing performance and contributing to strategic plans.
• Developing a pipeline of excellent talent to fill future business needs
• Plans, organizes and coordinates various projects, programs and services.
• Create and advance a strategic plan for Patient Services operations that enhances and improves upon both patient and client services
• Harmonize efforts across all operations including implementation of standards and metrics that demonstrate progress against the goals for patient services
• Effectively present updates, strategies, plans and data to Senior Leadership team
• Maintains knowledge of industry trends. Demonstrates thought-leader abilities and leadership, bring patient services insights and perspective to cross-functional internal teams and clients to ensure that patient and client needs and requirements are adequately addressed
• Oversees day to day operations with accountability to achieve and maintain all appropriate contractual service metrics
• Hire and train staff, mentor and coach direct reports; oversee leadership and staff development, succession planning and performance management
• Develop, nurture and improve Patient Services client relationships with a goal