Director, Client Services Implementation

Director, Client Services Implementation

This position is responsible for the Patient Services program implementations (Hub, Patient Assistance Programs, Copay/Affordability Programs, and Direct-to-Patient Programs, including Standards Best Practice and Recommendations, and steps for all new and existing (where applicable) Patient Services programs under the direction of the Senior Director, Head of Implementations. The ultimate outcome of this position is to support EVERSANA and the Patient Services business unit in its efforts to satisfy all contractual obligations as they relate to the State of Work and patient outcomes.

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

• Responsible for implementing and managing new client Patient Services programs.
• Manages the client relationships during the implementation.
• Is a key contact for clients during all implementation steps.
• Tracks and manages relevant internal work streams to maintain project discipline pertaining to both timelines and deliverables, including collaboration with the Project Management Organization (PMO) Project Manager (PM).
• Works with all required internal departments and personnel to set up clients for implementation and operations, including design, configuration, testing, training and post-launch support.
• Responsible for creation of implementation documentation for the client's program, including Business Process Flows, Business Rules Document, Program Correspondence, Enrollment Form, and other documentation as requested.
• Responsible for approving system requirements documentation, including user stories, design documents, and data transfer agreements.
• Coordinates internal and external reviews of all implementation documentation.
• Plans, organizes and coordinates various projects, programs and services as needed by EVERSANA and Patient Services.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned

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.

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education: bachelor's degree requireda variety of degree programs will be accepted for this position.
• Experience and/or Training: The Implementation Director level requires a minimum of 3 years of EVERSANA previous experience in Patient Services and/or an applicable healthcare company, including implementation of Patient Services programs or management of complex Patient Services Programs, and pharma client management. The Implementation Senior Director level requires a minimum of 5 years of EVERANA previous experience in Patient Services and/or an applicable healthcare company, including implementation of Patient Services programs or management of complex Patient Services Programs, and pharma client management.
• Licenses/Certificates: None are required at this time.
• Technology/Equipment: Intermediate proficiency in Microsoft applications (primarily Word, Excel, PowerPoint, and Visio) is a minimum threshold for the Implementation Manager position. The Senior Implementation Manager position requires expert level of proficiency. Experience with leveraging AI for process efficiency opportunities is preferred.

Previous Biopharma Patient Services program implementation is desirable.

PMP certification is desirable.

Salesforce Healthcloud experience is preferred; the requirements are listed above.

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.

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.