Sr. Director, Client & Delivery Excellence

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

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 organization

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…