Director, Client & Delivery Excellence (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 Director, Client & Delivery Excellence will be responsible for oversight of one or more programs to drive the overall success of the program. This position will drive patient and client satisfaction by leading and directing with a goal of providing the highest level operational success, employee engagement and client satisfaction. They will maintain compliance with service commitments, contractual obligations, regulatory compliance and quality measures.

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

• Setting clear direction, effective plans and measurable outcomes
• Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
• Engaging employees to maximize their discretionary effort
• Developing a pipeline of excellent talent to fill future business needs
• Plans, organizes and coordinates various projects, programs and services
• 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
• Ability to maintain productive and healthy relationships with key clients to drive optimal client satisfaction and results
• Leads cross functional collaboration and communication resulting in efficient and effective delivery of services through continuous improvement

EXPECTATIONS OF THE JOB:

• Leadership of one more client specific programs; accountable for delivering consistent patient service in alignment with contractual quality and service standards, SOPs and budget
• Foster ongoing client relationships and satisfaction by ensuring timely completion of client deliverables, timely resolution of client issues and implementation of key program initiatives and changes
• Deliver regular client updates regarding health of the program to both client and internal leadership
• Identify and execute opportunities for program and process improvements on a continual basis to ensure best in class patient service
• Lead the development of program specific presentations as needed, including participation in quarterly business reviews
• Keep current on industry trends and regulations to ensure program compliance
• This position will require travel limited to less than 10%; primarily to client sites/meetings

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.