Director, Client & Delivery Excellence (Patient Services)

Eversana

10+ years

$123,000-$166,500

Mason

10 Jan. 13, 2025

Job Description

Job Type: Full Time Education: B.Sc./M.Sc./B.Pharm/M.Pharm/Life science Skills: Causality Assessment, Clinical SAS Programming, Communication Skills, CPC Certified, GCP guidelines, ICD-10 CM Codes, CPT-Codes, HCPCS Codes, ICD-10 CM, CPT, HCPCS Coding, ICH guidelines, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Medical Billing, Medical Coding, Medical Terminology, Narrative Writing, Research & Development, Technical Skill, Triage of ICSRs, WHO DD Coding

Director, Client & Delivery Excellence (Patient Services)

Company: EVERSANA
Location: Mason, OH, USA
Job Type: Full-time
Compensation: $123,000 - $166,500
Department: Patient Services
Job Family: Customer Service & Engagement

About EVERSANA

At EVERSANA, we are driven by our mission to create a healthier world. With a global team of over 7,000 employees, we support the life sciences industry by delivering next-generation commercialization services. Our diverse team partners with over 650 clients, from innovative biotech start-ups to established pharmaceutical companies, to bring innovative therapies to market and improve patient lives worldwide. We prioritize creating an inclusive culture that fosters personal growth, collaboration, and innovation.

Role Overview

As the Director, Client & Delivery Excellence (Patient Services), you will oversee one or more patient support programs, ensuring they deliver the highest level of patient outcomes, customer satisfaction, and operational efficiency. You will be responsible for managing client relationships, setting clear program objectives, ensuring compliance with service agreements, and driving continuous improvement.

Key Responsibilities

Client and Program Leadership: Lead one or more client-specific programs, ensuring consistent delivery of patient outcomes, quality standards, and contractual obligations.
Operational Excellence: Set clear direction, manage employee performance, and develop work plans to ensure efficient program execution.
Talent Development: Create a pipeline of skilled talent to support current and future business needs.
Client Relationship Management: Build and maintain productive relationships with clients, vendors, and program partners to enhance client satisfaction and business results.
Program Strategy & Growth: Plan, organize, and execute strategies to run, grow, and improve programs, ensuring high-level patient and healthcare provider satisfaction.
Performance Monitoring: Oversee forecasting, revenue monitoring, and contractual adherence, while managing resources effectively.
Continuous Improvement: Identify and execute opportunities for program and process enhancements to ensure best-in-class outcomes.
Cross-Functional Collaboration: Lead cross-functional teams to deliver efficient services and resolve issues collaboratively.
Presentations & Reporting: Prepare and deliver regular program updates to clients and internal stakeholders, including quarterly business reviews.
Compliance: Stay informed on industry trends and regulations to ensure program compliance.

Minimum Knowledge, Skills, and Abilities

Experience: 10+ years in healthcare operations management, particularly in Patient Support Programs.
Education: Bachelor’s degree in business or healthcare-related field.
Customer Focus: Proven track record of customer service excellence.
Leadership: Ability to manage, mentor, and develop employees effectively.
Communication: Strong written, verbal, and presentation skills, with the ability to engage with all levels of management.
Problem Solving: Ability to embrace and resolve conflict, using tact, diplomacy, and good judgment.
Process Improvement: Commitment to driving process improvements and executing changes in workflows.
Client Relations: Strong relationship management skills, with experience managing vendor and client partnerships.
Adaptability: Ability to thrive in a fast-paced, dynamic environment while making independent decisions.

Preferred Qualifications

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

Physical/Mental Demands and Working Environment

Office Environment: Frequent sitting, walking, and standing; ability to lift up to 25 pounds occasionally.
Work Environment: Moderate noise levels with frequent interruptions and multiple demands.

Why Join EVERSANA?

At EVERSANA, we are committed to embracing diversity, equity, and inclusion. We provide a workplace where people from all backgrounds and experiences can come together to improve patient lives. As an Equal Opportunity Employer, we believe that diverse perspectives and contributions are essential to our success.

Additional Information

Fraud Awareness: EVERSANA does not request personal information or payment during the recruitment process. Please be cautious of fraudulent job offers.
Reasonable Accommodation: EVERSANA provides reasonable accommodation for applicants with disabilities in accordance with the Americans with Disabilities Act (ADA).

If you are an experienced leader with a passion for patient outcomes and client excellence, apply today to become a Director, Client & Delivery Excellence (Patient Services) at EVERSANA!

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Director, Client & Delivery Excellence (Patient Services)

Job Description

Director, Client & Delivery Excellence (Patient Services)

About EVERSANA

Role Overview

Key Responsibilities

Minimum Knowledge, Skills, and Abilities

Preferred Qualifications

Physical/Mental Demands and Working Environment

Why Join EVERSANA?

Additional Information

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