Sr. Director, Client & Delivery Excellence

EVERSANA•Chesterfield, MO

1d•Onsite

About 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. Drives the strategic roadmap for all patient affordability initiatives, optimizing copay program performance and vendor execution. Partners with cross-functional teams to mitigate the impact of accumulator and maximizer programs on patient access. and fraud, waste, and abuse (FWA). 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.

Requirements

10+ years’ healthcare operations management experience; Patient Support Programs experience
Bachelor’s Degree in business or healthcare related field
Proven expertise in designing and executing strategic patient affordability and copay assistance programs to maximize therapy access and adherence required
Proven track record of demonstrating a strong focus on customer service
Highly developed time management skills with demonstrated ability to meet deadlines, follow through, and ability to handle multiple priorities with a high degree of initiative
Excellent communication (written, verbal, and presentation) skills with ability to interact with all levels of management for both internal and external customer base
Established record of utilizing tact, diplomacy, good judgment and negotiation skills to achieve mutually beneficial goals for an organization
Ability to embrace positive conflict and demonstrated ability to resolve negative conflict
Demonstrated ability to manage, mentor, train and develop employees
Commitment to process improvement techniques, along with the ability to work with staff to execute enhancements to internal and end to end processes and workflow
Developing a pipeline of excellent talent to fill current and future business needs
Program operations forecasting, revenue monitoring, contractual adherence
Client, vendor, and program partners relationship management
Participates in client and vendor request for proposal initiatives and selections
Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions
Ability to adapt to a fast paced, dynamic environment, make independent decisions, and maintain confidential information while maintaining an open line of communication with leadership

Nice To Haves

Advanced degree in business or healthcare
10+ years’ experience in patient/hub services, pharmacy services, account management preferred

Responsibilities

Setting clear direction, with operational work plans and measurement of outcomes
Ensuring work is accomplished effectively by managing employee performance, workforce management and other resources
Engaging employees to maximize their discretionary effort while ensuring high quality
Developing a pipeline of excellent talent to fill current and future business needs
Program operations forecasting, revenue monitoring, contractual adherence
Client, vendor, and program partners relationship management
Participates in client and vendor request for proposal initiatives and selections
Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions
Leadership of one or more client-specific programs; accountable for delivering consistent patient outcomes in alignment with contractual quality and service standards, SOPs, and budgets
Foster ongoing client and partner relationships and satisfaction by ensuring timely completion of deliverables, timely resolution of escalations and implementation of key program initiatives
Deliver and present regular program 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 outcomes and healthcare provider satisfaction
Lead the development of program specific presentations as needed, including participation in quarterly business reviews, internal quarterly business reviews, etc.
Keep current on industry trends and regulations to ensure program compliance