Sr. Director, Client & Delivery Excellence

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 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

• 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

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…