Senior Director Client Delivery & Excellence
Posted on Apr 6, 2021 by Eversana
The Sr. Director, Client & Delivery Excellence will be responsible for oversight of one or more 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 operational success, employee engagement and client satisfaction. They will maintain compliance with service commitments, contractual obligations, regulatory compliance and quality measures.
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.
Own It I hold myself and others accountable for results.
Embrace Diversity I create an environment of awareness and respect.
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, effective plans and measurable outcomes
Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
Engaging employees to maximize their discretionary effort
Developing a pipeline of excellent talent to fill future business needs
Plans, organizes and coordinates various projects, programs and services
All other duties as assigned
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
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 more client specific programs; accountable for delivering consistent patient service in alignment with contractual quality and service standards, SOPs and budget
Foster ongoing client relationships and satisfaction by ensuring timely completion of client deliverables, timely resolution of client issues and implementation of key program initiatives and changes
Deliver regular client 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 service
Lead the development of program specific presentations as needed, including participation in quarterly business reviews
Keep current on industry trends and regulations to ensure program compliance
This position will require travel limited to less than 10%; primarily to client sites/meetings
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.
10+ years' operations management experience
Bachelor's Degree in business or healthcare related field
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
Ability to adapt to a fast paced, dynamic environment, make independent decisions, and maintain confidential information
Advanced degree in business or healthcare
8+ years' experience in patient/hub services, pharmacy services, or account management preferred