Sr. Director, Client & Delivery Excellence

The Blue Venture Fund; Chesterfield (MO); On-site; USD 90,000 - 120,000; Full time

Job summary

The Blue Venture Fund in Chesterfield is seeking a Client Success Leader responsible for overseeing patient support programs. The role aims to drive patient and client satisfaction, ensuring compliance with service commitments and quality measures.

This position requires leadership skills and a strong focus on relationship management, strategic planning, and operational effectiveness. Candidates must have over 10 years of healthcare operations experience and a Bachelor's degree in a relevant field. Competitive compensation is determined based on experience.

Qualifications

• 10+ years’ healthcare operations management experience; Patient Support Programs experience.
• Proven expertise in designing and executing strategic patient affordability and copay assistance programs.
• Excellent communication skills with ability to interact at all management levels.

Responsibilities

• Oversee patient support programs to drive success.
• Leadership of client-specific programs ensuring patient outcomes.
• Manage client, vendor, and program partners relationships.

Skills

Healthcare operations management

Project management

Customer service

Communication skills

Relationship management

Education

Bachelor’s Degree in business or healthcare related field

Job description

Job Description

THE POSITION: The Client Success Leader will be responsible for oversight of one or more patient support programs to drive the overall success of the program. This position will drive patient and client satisfaction by leading and directing with a goal of providing the highest level patient outcomes, employee engagement and customer satisfaction. They will maintain compliance with service commitments, contractual obligations, regulatory compliance and quality measures.

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

• Setting clear direction, with operational work plans and measurement of outcomes
• Ensuring work is accomplished effectively by managing employee performance, workforce management and other resources
• Engaging employees to maximize their discretionary effort while ensuring high quality
• Developing a pipeline of excellent talent to fill current and future business needs
• Program operations forecasting, revenue monitoring, contractual adherence
• Client, vendor, and program partners relationship management
• Participates in client and vendor request for proposal initiatives and selections
• Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions All other duties as assigned.
• Strategy: Drives the strategic roadmap for all patient affordability initiatives, optimizing copay program performance and vendor execution.
• Collaboration: Partners with cross-functional teams to mitigate the impact of accumulator and maximizer programs on patient access. and fraud, waste, and abuse (FWA)

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.
• Ability to maintain productive and healthy relationships with key clients to drive optimal client satisfaction and results
• Leads cross-functional collaboration and communication resulting in efficient and effective delivery of services through continuous improvement

EXPECTATIONS OF THE JOB

• Leadership of one or more client-specific programs; accountable for delivering consistent patient outcomes in alignment with contractual quality and service standards, SOPs, and budgets
• Foster ongoing client and partner relationships and satisfaction by ensuring timely completion of deliverables, timely resolution of escalations and implementation of key program initiatives
• Deliver and present regular program updates regarding health of the program to both client and internal leadership
• Identify and execute opportunities for program and process improvements on a continual basis to ensure best in class patient outcomes and healthcare provider satisfaction
• Lead the development of program specific presentations as needed, including participation in quarterly business reviews, internal quarterly business reviews, etc.
• Keep current on industry trends and regulations to ensure program compliance
• This position will require travel limited to less than 20%; primarily to client sites/meetings/conferences

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• 10+ years’ healthcare operations management experience; Patient Support Programs experience
• Bachelor’s Degree in business or healthcare related field
• Proven expertise in designing and executing strategic patient affordability and copay assistance programs to maximize therapy access and adherence required
• Proven track record of demonstrating a strong focus on customer service
• Highly developed time management skills with demonstrated ability to meet deadlines, follow through, and ability to handle multiple priorities with a high degree of initiative
• Excellent communication (written, verbal, and presentation) skills with ability to interact with all levels of management for both internal and external customer base
• Established record of utilizing tact, diplomacy, good judgment and negotiation skills to achieve mutually beneficial goals for an organizationli>
• Ability to embrace positive conflict and demonstrated ability to resolve negative conflict
• Demonstrated ability to manage, mentor, train and develop employees
• Commitment to process improvement techniques, along with the ability to work with staff to execute enhancements to internal and end to end processes and workflow
• Developing a pipeline of excellent talent to fill current and future business needs
• Program operations forecasting, revenue monitoring, contractual adherence
• Client, vendor, and program partners relationship management
• Participates in client and vendor request for proposal initiatives and selections
• Plans, organizes and executes program strategies to run, grow and improve the business with various projects, programs and solutions
• Ability to adapt to a fast paced, dynamic environment, make independent decisions, and maintain confidential information while maintaining an open line of communication with leadership
• All other duties as assigned

• PREFERRED QUALIFICATIONS:
• Advanced degree in business or healthcare
• 10+ years’ experience in patient/hub services, pharmacy services, account management preferred

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

EVERSANA is committed to providing competitive salaries and benefits for all employees. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

We are an Equal Opportunity Employer. All 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 includes race and gender identity, 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 [email protected].