Sr. Director, Client & Delivery Excellence

About the role

The Sr. Director, Client & Delivery Excellence oversees one or more patient support programs to drive overall success. This role focuses on driving patient and client satisfaction by leading and directing with a goal of providing the highest level patient outcomes, employee engagement, and customer satisfaction. Compliance with service commitments, contractual obligations, regulatory compliance, and quality measures are maintained.

Responsibilities

• 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
• 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

• 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

Qualifications

• 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
• 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 while maintaining an open line of communication with leadership