Associate Director, Client & Delivery Excellence

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.  

THE POSITION:

A key aspect of EVERSANA is Client Delight.  We own every client experience and its impact on results.  We are strategic in nature, forward-thinking and we work with clients to not only meet the needs and challenges they experience but exceed their expectations by delivering results.  The Associate Director, Patient Services Delivery is a vital role in addressing all areas impacting existing and potential client experience by way of current programs and proposals received.  This role will partner with the program CSL to help drive strategic offerings as well as oversee the SDOH components of the program.

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

• Providing coaching, input to personal and departmental goals and staff training to ensure necessary skills and knowledge is present for delivery of consistently high-quality service to clients; enabling and facilitating associate involvement in problem solving and ensuring associates have the tools, supplies, skills and information to accomplish client, team and company objectives and ensure a pipeline of excellent talent to fill future business needs.
• Cultivating solid client relationships and maintaining open and transparent communication concerning operations, polices, issues, and industry best practices. Developing full understanding of client’s objectives, contracted deliverables, and communicating these to the team.
• Assessing all main operational aspects of programs including the identification and implementation of automation, greater efficiencies, improved processes, optimal staffing model, staff roles & responsibilities, and SOPs, etc.
• Setting clear direction, effective plans and measurable outcomes.
• Overseeing the development of and approving client billing prior to invoicing.
• Tracking, monitoring, and reporting upon overall program results in a timely manner.
• 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.
• Interview, select and supervise the activities of the department staff; communicate, interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; recommend, seek approval and communicate salary changes, promotions, transfers; discipline and discharge and administer all other personnel actions.

EXPECTATIONS OF THE JOB:

• Deep knowledge of, and practical experience in designing, delivering and optimizing patient access programs inclusive of reimbursement support, co-pay assistance, patient assistance programs and adherence services.
• Ability to interpret industry trends and competitive information and develop strategies and tactics to respond to changes in the marketplace based on the client and their specific pipeline.
• Adapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deliverables.
• Respond promptly to customer needs and proactively solicit client feedback to improve services.
• Assist in the development and implementation of enterprise growth.
• Ability to accommodate 10% - 25% travel.

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.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

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

• Education: Requires completion of a four-year bachelor's degree, in business or a relevant discipline.
• Technical: Strong computer skills; working knowledge of Microsoft Office applications
• Experience and/or Training: Minimum 5 years of patient services leadership role.
• Minimum 5 years of experience in one or more commercial disciplines: Sales, Operations, Product Management, or Strategic Account Management.
• Ability to balance multiple projects and exercise flexibility to changing priorities.
• Demonstrates initiative, tenacity, and commitment and motivates self and others to go the extra mile.
• Strong relationship-building, problem-solving, analytical, organizational and leadership abilities.
• Excellent verbal and written communication and presentation capabilities to convey information to diverse audiences in a way that is easily understood and actionable.

PREFERRED QUALIFICATIONS:

• Advanced degree; Study in Life Sciences, Pharmacy, or Business-related discipline.
• Experience in account management in the life sciences industry.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounter while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

*This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship. EVERSANA retains the discretion to add duties or change the duties of this position at any time.

EVERSANA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $99,000 to $134,000 and is not applicable to locations outside of the U.S.  The base salary range represents the low and high end of the salary range for this position.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living).  EVERSANA reserves the right to modify this base salary range at any time.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at [email protected].

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