Group Director, Patient Engagement

GROUP DIRECTOR, PATIENT ENGAGEMENT

Job Summary

The Group Director (GD) leads one or more client accounts within The Patient Engagement Group and ensure they are profitable and growing. The GD is the primary point of contact for the client and takes responsibility for the delivery of quality patient-focused programs and creative work. They ensure teams meet clients’ objectives and addresses related business needs. The GD coordinates resources needed to successfully manage projects and balances client expectations with the execution of Patient Engager™ and patient marketing programs.

The GD also works closely with the Patient Engagement SVP and Operation’s Lead to ensure the group is continuously seeking and implementing opportunities to: grow internal capabilities, develop cost saving solutions, generate business opportunities, and efficiencies. This includes, the workflow of materials coming into and out of the group, financial management of resources utilized, labor and expenses incurred, and ensuring seamless and successful execution on all fronts.

Essential Duties & Responsibilities

Strategic Account Management

• Effectively communicating with clients about strategic account and brand needs that lead to organic growth
• Maintaining ongoing communications with key client contacts to gauge performance and foster relationships
• Providing clear, strategic direction across teams
• Evaluating deliverables and tactical plans against strategic direction including providing constructive feedback
• Proactively identifying potential issues or conflicts during the project lifecycle to assist account team in mitigating client concerns

Critical Knowledge

• Comprehensive understanding of each client’s business
• In-depth knowledge of, and compassion for, each client’s patient group and their needs
• Thorough understanding of industry business trends, and a broad knowledge of what’s going on in the patient marketing space in order to offer innovative solutions to clients
• Supporting strategic team in the translation of patient/caregiver insights into programs and materials developed for related deliverables

Tactics and Execution

• Overseeing all activities related to supporting programs and projects for assigned account(s)
• This includes strategy, planning and status meetings, financial reconciliation, partner agency coordination, project level reporting, and measurement and participation in review committee process as needed
• Approaching client projects from a holistic patient marketing perspective
• Elevating the perspective of patients/caregivers in all strategy and execution of tactics while ensuring their voice/experience is always considered
• Ensuring agency adheres to client development process and proactively coordinates meetings with MLR Coordinator in order to manage client expectations on project deployment

Management Skills

• Managing a cross-functional team including Patient Ambassador Manager(s), Account Manager(s), and Program Event Planner(s) in developing, planning, and executing patient marketing programs
• Mentoring team on superior customer service
• Determining job objectives, work methods and performance standards; review performance relative to departmental objectives; work with HR to communicate salary changes, promotions, transfers, discipline, and discharge, and help administer all other personnel actions

Financial Oversight

• Driving the Patient Engagements Group’s revenue and profitability model by developing and monitoring forecast projections
• Ensuring work is completed within budget and demonstrating team accountability for 1) SOW development; 2) client signed estimates PO and invoice tracking; 3) accurate and timely budget reconciliations for all projects; 4) continued efforts to realize cost savings
• Assisting leadership team with identification and execution new business opportunities to continue to drive overall growth of The Patient Engagement Group

Operations Management

• Working with Patient Engagement Operations lead to maintain effective communication around SOP updates including recommendations for improved internal operations
• Supporting Operations lead on training and implementation of all core SOPs and associated documentation in order to meet and exceed Client expectations
• Championing and ensuring cross-functional teams are working cohesively and consistently while adhering to internal agency standard operation procedures
• Resource planning and management of full-time employees a