Company Description

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. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

Job Description

THE POSITION:
The Senior Manager will be responsible for oversight of one or more programs to drive the overall success
of the program. . The Senior Manager 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. Additionally, the Senior Manager will collaborate with multiple departments including
but not limited to finance, market access, technology, client experience, and pharmacy to ensure optimal
patient outcomes and client results.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our people leaders 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
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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
All other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
functions of this position.
PEOPLE LEADER
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:
Effective leadership in coordinating and managing the day to day functions of assigned
programs to ensure high levels of patient service and satisfaction
Ability to maintain productive and healthy relationships with key clients to drive optimal client
satisfaction and results
Coordination of initiatives and leadership of cross functional collaboration and
communication resulting in efficient and effective delivery of services through continuous
improvement
Identification and communication of key trends and insights to clients and internal executive
management
EXPECTIONS 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
Day to day management of team staff across all levels, development of program specific and
internal SOPs, processes and quality measures
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
Serve as a key point of contact for the client for both day to day activities, as well as
escalations
Deliver regular client updates regarding health of the program to both client and internal
leadership
Ensure successful staff on-boarding and training of staff, including leadership and staff
development, succession planning, and performance management
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
Be fully versant in client business transactions, trends, results and insights.
Partner with support functions to ensure thorough analysis of results with a goal towards
informing executive management and clients of assessments and insights.
Represent programs in internal cross functional meetings and on projects as assigned
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.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Bachelor’s Degree in business or healthcare related field
  8 years’ operations management experience
  Proven track record of demonstrating a strong focus on customer service
  Ability to serve as a company ambassador with clients
  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
  Proficient in Microsoft suite of applications
  Intellectual curiosity to look at a problem from all sides in order to recognize issues and
  opportunities, recommend and execute solutions
  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
  PREFERRED QUALIFICATIONS:
  Advanced degree in business or healthcare
  4+ years’ experience in patient/hub services, pharmacy services, account management or
  pharm preferred

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

This is a largely sedentary role. While performing the essential functions of this job the employee is regularly required to stand and/or sit for long periods of time (up to 90%). Additionally they are regularly required to talk or hear, type and engage in repetitive motion, reach and grasp; occasionally required to lift and/or move up to 25 pounds. The employee is intermittently required to stoop or crouch; push or pull; or kneel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

This job operates in a professional office environment. This role routinely uses standard office equipment.

The noise level in the work environment is usually moderate, with frequent interruptions and multiple demands.

EVERSANA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.

Additional Information

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 hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

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.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $68,500 to $92,000 and is not applicable to locations outside of the U.S. The base salary range represents the low and high end of the salary range for this position. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). EVERSANA reserves the right to modify this base salary range at any time.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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