Sr. Director, Patient Services - EVERSANA

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:

The Senior Director of Patient and Client Services is responsible  for the strategy, oversight, and direction of day to day patient services operations,  client relationships,  and for building a service culture that drives overall financial performance, client satisfaction, and employee engagement.  This includes communicating, directing, planning, organizing, and financial monitoring to facilitate the delivery of cost effective, high quality health care services, in an ever changing competitive healthcare environment. The individual will be a key contributor to the strategic direction of the patient services team, support and foster an environment that encourages team members to share leadership, ownership, responsibility, and accountability to accomplish the key objectives of the EVERSANA organization.

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

• Lead bid response for Patient Service opportunities responsible for managing process, solutioning and working with key cross-functional counterparts on pricing and staffing. 
• Key support for bid defense materials, expertise in powerpoint. 
• Coordinate projects, programs, and services, ensuring effective work processes and employee performance.
• Present updates, strategies, and data to senior leadership, maintaining industry trend knowledge.
• Manage day-to-day operations, ensuring contractual service metrics are achieved and maintained.
• Recruit, train, mentor, and coach staff for leadership development and succession planning.
• Cultivate and enhance client relationships, acting as a key contact and promoting client satisfaction.
• Analyze complex issues, influence change, and collaborate with cross-functional teams.
• Establish and enforce policies and procedures for compliance with regulatory requirements.
• Represent the organization internally and externally, serving as a spokesperson for Patient Services.
• Support business development initiatives through input for promotional materials and client proposals.
• Forecast, create, and manage budgets, reviewing performance and contributing to strategic plans.
• Developing a pipeline of excellent talent to fill future business needs
• Plans, organizes and coordinates various projects, programs and services.
• Create and advance a strategic plan for Patient Services operations that enhances and improves upon both patient and client services
• Harmonize efforts across all operations including implementation of standards and metrics that demonstrate progress against the goals for patient services
• Effectively present updates, strategies, plans and data to Senior Leadership team
• Maintains knowledge of industry trends. Demonstrates thought-leader abilities and leadership, bring patient services insights and perspective to cross-functional internal teams and clients to ensure that patient and client needs and requirements are adequately addressed
• Oversees day to day operations with accountability to achieve and maintain all appropriate contractual service metrics
• Hire and train staff, mentor and coach direct reports; oversee leadership and staff development, succession planning and performance management
• Develop, nurture and improve Patient Services client relationships with a goal of understanding their challenges and opportunities, anticipated future actions and changes and how we can develop win-win situations with our clients. Develop standards to support best in class client account management to ensure highest levels of client satisfaction.  Act as key contact for all clients and create trusting relationships with internal and customer executive level decision makers
• Effectively analyze complex issues/problems and lead/influence individuals and groups in developing and implementing successful resolution tactics. Use highly effective communication and presentation skills to influence behavior, stimulate innovation, promote best practices and drive organizational change.
• Partner with cross functional teams including but not limited to ,Market Access, Finance, Pharmacy, Clinical, Operations Support, IT , Quality, Legal and Compliance, and HR support clients and patients
• 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; authorize and communicate salary changes, promotions, transfers, discipline and discharge and administer all other personnel actions.

EXPECTATIONS OF THE JOB:

• Travel (40 – 50%)

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.

• Bachelor’s degree required and 10 years of progressive operations experience.
• 5+ years of executive management experience.
• Healthcare industry knowledge, leadership skills, and proficiency in analytics.
• Excellent communication, negotiation, and conflict resolution skills.
• Experience in managing clients, ensuring satisfaction, retention, and contract profitability.
• Adaptability to a dynamic environment, making independent decisions and maintaining confidentiality.
• Commitment to continuous quality improvement and cross-functional collaboration.
• Knowledge of current trends and changes within the healthcare industry
• Superior leadership skills particularly in cultivating a high performance leadership team. Must listen actively, encourage input from others and provide clear Direction. Ability to serve as company ambassador with senior client representatives
• Highly developed time management skills with demonstrated ability to meet deadline, follow through, and ability to handle multiple priorities with a high degree of initiative
• Proficiency in analytics, management by objectives, budget administration, and evaluating the performance of others.
• Excellent communication (written, verbal, and presentation) skills with ability to interact with all levels of management for both internal and external customer base
• A track record of utilizing tact, diplomacy, good judgment and negotiation skills to achieve mutually beneficial goals for an organization
• Extensive knowledge of manufacturer services, specialty pharmacy, reimbursement, medical claims, and pharmacy benefit manager claims processing.
• Experience in managing clients and ensuring overall client satisfaction, client retention, and contract profitability
• Ability to embrace positive conflict and demonstrated ability to resolve negative conflict
• Proficient in Microsoft suite of applications
• Intellectual curiosity to look at a problem from all sides in order to recognize issues and opportunities, recommend solutions and execute to resolution
• Demonstrated ability to manage, mentor, train and develop employees
• Commitment to continuous quality improvement, along with the ability to work with staff to execute enhancements to internal and end to end processes and workflow
• Ability to adapt to a fast paced, dynamic environment, make independent decisions, and maintain confidential information
• Ability to work cross functionally to identify and prioritize company goals

PREFERRED QUALIFICATIONS:

• Advanced degree in business or healthcare
• 10+ years’ experience with healthcare, account management or pharma
• Management experience in patient/hub services, specialty pharmacy, and rare disease

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 encounters 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.

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 $143,000 to $193,000 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.

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.

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