Senior Ambassador Manager

Omnicom Health•Williamsburg, VA

About The Position

The Ambassador Services Team is vital to the core business of Snow, the Patient Ambassador® Program. The Ambassador Services Team is responsible for managing all Ambassador and patient/caregiver relations, as well as planning and implementing all logistics for Ambassador-related projects. The Senior Ambassador Manager, a key position within the Ambassador Services Team, must work in a fast-paced environment, meeting deadlines, multitasking, and coordinating with all divisions of the Ambassador Services Team including analytics, mentor program management, and coaching and training specialists. The Senior Ambassador Manager must also work closely with Account Team members, Programs Team leaders, and Recruitment Team leaders to address and meet the objectives of Snow’s clients. The Senior Ambassador Manager serves as the direct point of contact for Ambassadors and is responsible for overseeing and implementing all Ambassador-related projects from start to finish, including contracting, needs assessment, project management, compliance adherence, presentation skills training and evaluation, logistics and travel guideline implementation, maintaining accurate reporting, and financial policy adherence. The Senior Ambassador Manager must have excellent listening and communication skills, strong organizational skills, and be able to develop relationships with Ambassadors which convey compassion while maintaining professional boundaries. The Senior Ambassador Manager will be responsible for extensive documentation with regard to all Ambassador communication and engagement and may also be responsible for managing healthcare providers and/or advocacy organizations depending on the client’s needs. Snow’s business is centered around the patient journey, and the Senior Ambassador Manager, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of these patients and caregivers. The Senior Ambassador Manager must be able to incorporate the unique patient/caregiver experience into the strategies and solutions we provide to our clients.

Requirements

Knowledge of basic Microsoft suite and systems (Office Suite, etc.)
Creates and delivers well-constructed communications
Demonstrates the ability to effectively listen and respond accordingly
Effectively fosters relationships with the Ambassadors with impact and influence
Responds to client inquiries in a timely manner (acknowledging receipt and fulfillment of request)
Develops and maintains excellent client relationships; establishes trust, credibility, and respect of client
Effectively communicates Ambassador status updates to the client brand teams
Effectively manages multiple client relationships spanning multiple disease categories/brands
Provides recommendations to the client based on Ambassador expertise
Facilitates engaging and effective client interactions, especially live engagements
Creates and maintains Ambassador Requests, Contact Lists, Utilization Reports and Dashboards within Salesforce
Conveys ownership/pride in maintaining favorable Ambassador relationships (high familiarity with Ambassador stories, personalities, health status etc.)
Effectively manages expense/reimbursement process with Ambassadors including Ambassador expense accruals, honorarium status, etc.
Contributes towards all functions of Ambassador placements (recommendations, availability, travel, story prep, participation, follow-ups and post program reporting)
Coordinates and communicates with Ambassadors on all placement communications and updates (confirmations, follow-ups, etc.)
Works with Ambassadors to ensure contractual obligations are fulfilled using DocuSign or by hard copy forms
Effectively demonstrates a knowledge of the brands and disease categories involved, in order to best serve the Ambassadors and clients
Coordinates and communicates with reps, accounts, clients and internal departments on Ambassador placement updates
Possesses the ability to provide onsite story coaching and preparation with Ambassadors
Maintains an understanding of individual project objectives and budgets where Ambassadors are being initiated
Guides and sets appropriate expectations and timelines with accounts as it relates to leveraging Ambassadors
Manages contracting process for Ambassadors including submission of templates for buildout in Docusign, tracking return of FEC, and saving in appropriate location on BOX
Travels as needed to be onsite contact for Ambassadors, including at trainings, video shoots, speaking engagements, etc.
Bachelor's degree from a four-year college or university
Candidates must have a valid driver’s license.

Nice To Haves

Knowledge of the pharmaceutical/biotech industry and regulatory requirements are a plus
three to five years of related experience and/or training preferred.
In some instances, a passport may be necessary.

Responsibilities

Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail
Display clear comprehension of legal and regulatory guidelines issued by the U.S. Food and Drug Administration (FDA) as they apply to the Ambassador Program
Understand pharmaceutical industry regulations (both current and expected changes)
Demonstrate a complete understanding of HIPAA privacy guidelines and maintain all contracts, health records, and personal information in accordance with these guidelines
Develop strong partnership with analytics specialists, mentor program managers, and coaching and training specialists to align on team processes, client initiatives, compliance regulations, and project management
Maintain collaborative working relationship with Account Teams related to all Ambassador engagement, training, and performance evaluation
Identify and suggest methods to improve processes and efficiency for the Ambassador Services team
Analyze Ambassador utilization needs to develop new initiatives or modify and improve existing initiatives in partnership with Account Teams to meet client objectives
Update standard operating procedures on a regular basis to reflect changes in brand initiatives, policies, and procedures, and ensure timely communication of these updates
Understand the disease category, special needs, and individual requirements associated with each category to become the Ambassador expert on brands managed
Manage Ambassador relationships and problem-solving with professionalism
Demonstrate empathy and compassion in all Ambassador communications
Coordinate speaking engagements on behalf of Ambassadors and ensure that all logistics, including travel, are confirmed
Evaluate and understand Ambassadors’ strengths and stories to match appropriate Ambassadors with event/client needs
Manage Ambassadors and interact with pharmaceutical company representatives onsite at live events, which could include educational programs, client internal events, and photo/video shoots
Work with Ambassadors to ensure contractual obligations are fulfilled
Assist Account Team with annual Ambassador training
Facilitate expense process
Communicate with pharmaceutical company representatives regarding Ambassador engagements and needs
Work closely with coaching and training specialists to ensure proper communication and presentation skills coaching takes place for Ambassadors
Evaluate Ambassador performance to ensure compliance adherence, client objectives are met, and attendee satisfaction is achieved
Assist with event planning as needed
Ensure all Ambassador communications and utilizations are documented within Salesforce (online data management platform)
Participate in extensive training on Adverse Event reporting
Ensure all Adverse Events are reported per client requirements
Work closely with analytics specialist to provide detailed reports on Ambassador utilization and touchpoints
Maintain up-to-date contracts and closely monitor expiration dates to ensure there is never a lapse