Director, Client Services Implementation

EVERSANA; Mason (OH); On-site; USD 110,000 - 170,000; Full time

Job summary

EVERSANA is seeking an Implementation Director/Manager to drive patient services program implementations, coordinating design, configuration, testing, and training across multiple departments.

You will manage client relationships during implementation, track progress, and produce documentation such as business process flows and enrollment forms. Travel 10–20% is expected.

Qualifications

• Bachelor’s degree required; variety of programs accepted.
• 5–6 years of EVERSANA Patient Services experience for Implementation Director level / 7+ years for Senior Director level.
• Experience in implementing Patient Services programs or managing complex pharma client programs.

Responsibilities

• Implement and manage new client Patient Services programs.
• Maintain client relationships during implementation and be the primary contact.
• Track internal work streams to ensure timelines and deliverables.
• Set up clients for implementation and operations across design, configuration, testing and training.
• Create implementation documentation: business process flows, rules, enrollment forms, etc.
• Coordinate reviews of all implementation documentation with stakeholders.

Skills

Project management

Client relationship management

Documentation

Communication

Team coordination

Education

Bachelor’s degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Visio

Job description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

THE POSITION:

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.

Essential Duties And Responsibilities

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

Qualifications

EXPECTED OF THE JOB:

• Travel (10-20% based on the location of the client and/or required client meetings)
• Hours (40-50 hours per week, 5 days of the week)

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.

• Education: bachelor’s degree required—a variety of degree programs will be accepted for this position.
• Experience and/or Training: The Implementation Director level requires a minimum of 5-6 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 7 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.

Preferred Qualifications

• Education: Bachelor’s degree education qualification.
• Experience and/or Training: Previous Biopharma Patient Services program implementation is desirable.
• Licenses/Certificates: PMP certification is desirable.
• Technology/Equipment: Salesforce Healthcloud experience is preferred; the requirements are listed above.

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.

Additional Information

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.

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). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit eversana.com/careers. 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 [e-mail].