Director, Client & Delivery Excellence

THE POSITION:

The Director, Client & Delivery Excellence will be responsible for oversight of one or more 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 operational success, employee engagement and client satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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

• Setting clear direction, effective plans and measurable outcomes.
• Ensuring work is accomplished effectively by managing employee performance, work processes and other resources.
• Engaging employees to maximize their discretionary effort.
• Developing a pipeline of excellent talent to fill future business needs.
• Plans, organizes and coordinates various projects, programs and services.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned.

 

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

 

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.
• Organization SME for programs and services and cross-functional liaison.
• 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:

• Identify and execute opportunities for program and process improvements on a continual basis to ensure best in class patient service.
• Lead the development of program specific presentations as needed, including participation in quarterly business reviews.
• Keep current on industry trends and regulations to ensure program compliance.
• This position will require travel limited to less than 10%; primarily to client sites/meetings.

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.

• 8+ years’ operations management experience
• Bachelor’s Degree in business or healthcare related field
• 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
• Ability to adapt to a fast paced, dynamic environment, make independent decisions, and maintain confidential information

PREFERRED QUALIFICATIONS:

• Advanced degree in business or healthcare
• 5+ years’ experience in patient/HUB services, pharmacy services, managed care or account management preferred

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.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living).  More information about EVERSANA’s benefits package can be found at eversana.com/careers.  EVERSANA reserves the right to modify this base salary range and benefits 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.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.

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