Associate Director, Client & Delivery Excellence

Job Description
THE POSITION:
A key aspect of EVERSANA is Client Delight.  We own every client experience and its impact on results.  We are strategic in nature, forward-thinking and we work with clients to not only meet the needs and challenges they experience but exceed their expectations by delivering results.  The Associate Director, Patient Services Delivery is a vital role in addressing all areas impacting existing and potential client experience by way of current programs and proposals received.  This role will partner with the program CSL to help drive strategic offerings as well as oversee the SDOH components of the program.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:
Providing coaching, input to personal and departmental goals and staff training to ensure necessary skills and knowledge is present for delivery of consistently high-quality service to clients; enabling and facilitating associate involvement in problem solving and ensuring associates have the tools, supplies, skills and information to accomplish client, team and company objectives and ensure a pipeline of excellent talent to fill future business needs.
Cultivating solid client relationships and maintaining open and transparent communication concerning operations, polices, issues, and industry best practices. Developing full understanding of client’s objectives, contracted deliverables, and communicating these to the team.
Assessing all main operational aspects of programs including the identification and implementation of automation, greater efficiencies, improved processes, optimal staffing model, staff roles & responsibilities, and SOPs, etc.
Setting clear direction, effective plans and measurable outcomes.
Overseeing the development of and approving client billing prior to invoicing.
Tracking, monitoring, and reporting upon overall program results in a timely manner.
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; recommend, seek approval and communicate salary changes, promotions, transfers; discipline and discharge and administer all other personnel actions.
EXPECTATIONS OF THE JOB:
Deep knowledge of, and practical experience in designing, delivering and optimizing patient access programs inclusive of reimbursement support, co-pay assistance, patient assistance programs and adherence services.
Ability to interpret industry trends and competitive information and develop strategies and tactics to respond to changes in the marketplace based on the client and their specific pipeline.
Adapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deliverables.
Respond promptly to customer needs and proactively solicit client feedback to improve services.
Assist in the development and implementation of enterprise growth.
Ability to accommodate 10% - 25% travel.
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.