Associate Director, Client & Delivery Excellence

About the role

The Associate Director, Client & Delivery Excellence plays a vital role in addressing all areas impacting existing and potential client experience through current programs and proposals. This role partners with program CSLs to drive strategic offerings and oversee program components.

Responsibilities

• Provide coaching, training, and departmental goal setting to ensure high-quality service delivery.
• Cultivate solid client relationships and maintain transparent communication regarding operations and objectives.
• Assess operational aspects of programs, including automation, process efficiencies, and staffing models.
• Oversee client billing development and monitor/report on overall program results.
• Interview, select, and supervise departmental staff while ensuring alignment with company policies.

Requirements

• Bachelor's degree in business or a relevant discipline.
• Minimum 5 years of leadership experience in patient services.
• Minimum 5 years of experience in commercial disciplines like Sales, Operations, or Strategic Account Management.

Qualifications

• Deep knowledge in patient access programs, including reimbursement and adherence services.
• Ability to interpret industry trends and develop strategies for marketplace changes.
• Ability to accommodate 10% - 25% travel.
• Strong leadership, analytical, and relationship-building abilities.