Director, Client Services Implementation

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 through next-generation commercialization services for the life sciences industry. Our global team of more than 7,000 employees serves over 650 clients, from innovative biotech start-ups to established pharmaceutical companies, helping bring innovative therapies to market and supporting the patients who depend on them.

About the role

This position is responsible for the Patient Services program implementations (Hub, Patient Assistance Programs, Copay/Affordability Programs, and Direct-to-Patient Programs), including Standards Best Practice and Recommendations for all new and existing programs. The role supports 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 the implementation phase, serving as a key contact for all implementation steps.
• Track and manage relevant internal work streams to maintain project discipline for timelines and deliverables, collaborating with the Project Management Organization (PMO) Project Manager.
• Work with internal departments to set up clients for implementation and operations, including design, configuration, testing, training, and post-launch support.
• Create implementation documentation such as Business Process Flows, Business Rules Document, Program Correspondence, Enrollment Form, and other requested materials.
• Approve system requirements documentation, including 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 and modeling inclusive behaviors.
• Perform all other duties as assigned.

Requirements

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

Qualifications

• Education: Bachelor’s degree required; a variety of degree programs will be accepted.
• Experience and/or Training:
  • Implementation Director level: Minimum of 3 years of EVERSANA or applicable healthcare company experience in Patient Services, including implementation of Patient Services programs or management of complex programs, and pharma client management.
  • Implementation Senior Director level: Minimum of 5 years of EVERSANA or applicable healthcare company experience in Patient Services, including implementation of Patient Services programs or management of complex programs, and pharma client management.
• Technology/Equipment:
  • Intermediate proficiency in Microsoft applications (Word, Excel, PowerPoint, and Visio) required for Implementation Manager; expert proficiency required for Senior Implementation Manager.
  • Experience leveraging AI for process efficiency is preferred.
  • Salesforce Healthcloud experience is preferred.
• Licenses/Certificates: PMP certification is desirable but not required.
• Physical/Mental Demands: Frequent reaching, grasping, standing, sitting for long periods (up to 90% of the shift), walking, talking, and hearing; occasional lifting up to 25 pounds. Moderately quiet office environment with frequent interruptions.

Preferred Qualifications

• Previous Biopharma Patient Services program implementation experience.

Pay

This role is eligible for hire in select U.S. locations based on business and operational considerations. Compensation will be determined based on relevant experience, qualifications, and geographic location to account for comparative cost of living. For a full list of locations, visit eversana.com/careers.

Benefits

More information about EVERSANA’s benefits package can be found at eversana.com/careers.