Senior 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 Client Success Leader will be responsible for oversight of one or more patient support 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 patient outcomes, employee engagement and customer 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 for high volume patient HUB and Affordability programs that are supported by the world's leading pharmaceutical manufacturers.
• Ensuring work is accomplished effectively by managing employee performance, contact center, patient enrollment applications and prescriptions work processes and achieve patient healthy outcomes and high satisfied providers
• Developing a pipeline of excellent talent to fill current and future business needs
• Plans, organizes and coordinates various projects, programs and services
• All other duties as assigned.

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 or more pharmaceutical client specific programs; accountable for delivering consistent patient services that include monitoring contact center KPIs, monitoring patient journey timeline from point of entry into program, monitor health of patient application and prescription KPIs for continuity of therapy working with indigent patients receiving non-for profit goods in alignment with contractual quality and service standards, SOPs and budgets (internal and external)
• As the Client Success Leader the role is to 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
• Lead the development of program specific presentations as needed, including participation in quarterly business reviews

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, knowl