Sr Director, Client Services, Call Center

IQVIA•Durham, NC

8d•$116,600 - $324,800•Remote

About The Position

Responsible for executing the patient services strategy for our affordability copay call center. Accountable for the success and execution of the existing programs, implementation of new programs, and the development of leadership teams. Qualified candidates will have significant call center and leadership experience. This resource sits within IQVIA’s Patient Support Services Center of Excellence and is remote with travel requirements.

Requirements

Bachelor's Degree required
10 years prior experience in patient support services required
Experience cultivating a positive culture while developing and managing leaders required
Core understanding of how products are covered and paid for by both public and private insurers
Proven consultative approach to client and program management
Experience in multiple patient service offerings; patient assistance, copay, reimbursement, adherence and education
Clear understanding of quality and compliance as they relate to patient support programs
Understanding of call center operations and how to operate when a business continuity event occurs
Embraces a culture of giving and receiving feedback to improve performance
Strong problem-solving skills combined with a positive mindset
US Remote with approximately 20% travel throughout the United States and 10% International
People management, developing leaders, a strong focus on team building
Ability to effectively work within a complex, matrix environment
Strong communication skills, including ability to present and deal tactfully with clients
Project management experience in overseeing or contributing in complex, multi-discipline projects

Responsibilities

Provide oversight to one or more clients, in the Pharmaceutical or Medical Device industry, in the implementation and delivery of patient services programs
Primary point of contact between clients and internal stakeholders
Collaborates with clients to proactively identify business opportunities
Ensures that Client Service team is fully staffed, trained and deployed to maximize account coverage
Collaborates to ensure continuous improvement of client services and delivery
Identifies areas of insights for clients from program reports and leads consultative discussions and shares recommendations to improve the patient experience
Meets or exceeds assigned revenue and profit targets by offering and delivering insightful, value-added solutions that address complex client issues
Directs and coordinates the customer service and productions/fulfillment activities of the department through subordinate managers and team members
Reviews analyses of activities, costs, quality, operations, and forecast data to determine department progress toward stated goals and objectives
Confers with Sales and other production departments to review achievements and discuss required changes in sales goals or objectives resulting from current status and conditions
Interacts regularly with internal and external senior executives