Sr. Director, Patient Services

3 weeks ago

Chesterfield Missouri, United States EVERSANA Full time
Job Description

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.

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