Director, Client Services Implementation

About the Role

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. This position is responsible for the Patient Services program implementations (Hub, Patient Assistance Programs, Copay/Affordability Programs, and Direct-to-Patient Programs) under the direction of the Senior Director, Head of Implementations. The ultimate outcome is to support EVERSANA and the Patient Services business unit in satisfying all contractual obligations related to the Statement of Work and patient outcomes.

Responsibilities

• Implement and manage new client Patient Services programs.
• Manage client relationships during implementation and serve as a key contact.
• Track and manage internal work streams to maintain project discipline, including timelines and deliverables.
• Collaborate with the Project Management Organization (PMO) Project Manager (PM).
• Work with internal departments to set up clients for implementation and operations, including design, configuration, testing, training, and post-launch support.
• Create implementation documentation, including Business Process Flows, Business Rules Document, Program Correspondence, Enrollment Form, and other requested documents.
• Approve system requirements documentation, such as user stories, design documents, and data transfer agreements.
• Coordinate internal and external reviews of all implementation documentation.
• Plan, organize, and coordinate various projects, programs, and services as needed.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Qualifications

• Education: Bachelor’s degree required; a variety of degree programs accepted.
• Experience:
  • Implementation Director: Minimum 3 years of EVERSANA or applicable healthcare company experience in Patient Services, including program implementation or management of complex programs, and pharma client management.
  • Implementation Senior Director: Minimum 5 years of EVERSANA or applicable healthcare company experience in Patient Services, including program implementation or management of complex programs, and pharma client management.
• Technology/Equipment: Intermediate to expert proficiency in Microsoft applications (Word, Excel, PowerPoint, Visio). Experience with Salesforce Healthcloud and AI for process efficiency is preferred.
• Preferred Qualifications:
  • Previous Biopharma Patient Services program implementation experience.
  • PMP certification desirable.

Expectations

• Travel: 10-20% based on client location and meetings.
• Hours: 40-50 hours per week, 5 days a week.

Physical/Mental Demands

Frequent reaching, grasping, standing, sitting (up to 90% of the shift), walking, talking, and hearing. Occasional lifting/moving up to 25 pounds. Moderately quiet work environment with frequent interruptions and multiple demands.

Our Cultural Beliefs

• Patient Minded: Act with the patient’s best interest in mind.
• Client Delight: Own every client experience and its impact on results.
• Take Action: Empowered to act now and empower others.
• Grow Talent: Own development and invest in others’ development.
• Win Together: Passionately connect to achieve results.
• Communication Matters: Create transparent, thoughtful, and timely dialogue.
• Embrace Diversity: Create an environment of awareness and respect.
• Always Innovate: Be bold and creative in everything.