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EVERSANA is a global commercialization services company serving the life sciences industry with 6,000+ employees and 670+ clients ranging from biotech startups to established pharmaceutical companies. The Associate Director, Client & Delivery Excellence role is a people-management position responsible for overseeing a department and driving client experience excellence across existing and potential client engagements.
Key responsibilities include:
- Leading and managing a department team: interviewing, selecting, supervising staff, setting performance standards, conducting appraisals, and recommending personnel actions
- Partnering with program leadership to drive strategic offerings and oversee Social Determinants of Health (SDOH) components
- Cultivating solid client relationships with open, transparent communication on operations, policies, and industry best practices
- Developing deep understanding of client objectives and contracted deliverables, communicating clearly to the team
- Assessing operational aspects of programs including automation opportunities, process improvements, staffing models, and standard operating procedures
- Overseeing client billing development and approval prior to invoicing
- Tracking, monitoring, and reporting program results in a timely manner
- Providing coaching and training to ensure high-quality service delivery
- Identifying and implementing efficiencies and improvements across programs
The ideal candidate brings:
- Minimum 5 years of patient services leadership experience
- Minimum 5 years in commercial disciplines (Sales, Operations, Product Management, or Strategy)
- Deep knowledge of patient access programs including reimbursement support, co-pay assistance, patient assistance programs, and adherence services
- Ability to interpret industry trends and develop responsive strategies
- Strong computer skills and Microsoft Office proficiency
- Bachelor's degree in business or relevant discipline
- Ability to accommodate 10-25% travel
- Capacity to work in fast-paced, dynamic environments while maintaining confidentiality and meeting deliverables
