Sr Director, Client Services, Call Center

Job Overview

Responsible for executing the patient services strategy for our affordability copay call center. Accountable for the success and execution of the existing programs, implementation of new programs, and the development of leadership teams. Qualified candidates will have significant call center and leadership experience. This resource sits within IQVIA’s Patient Support Services Center of Excellence and is remote with travel requirements.

Essential Functions

• Provide oversight to one or more clients, in the Pharmaceutical or Medical Device industry, in the implementation and delivery of patient services programs
• Primary point of contact between clients and internal stakeholders
• Collaborates with clients to proactively identify business opportunities
• Ensures that Client Service team is fully staffed, trained and deployed to maximize account coverage
• Collaborates to ensure continuous improvement of client services and delivery
• Identifies areas of insights for clients from program reports and leads consultative discussions and shares recommendations to improve the patient experience
• Meets or exceeds assigned revenue and profit targets by offering and delivering insightful, value-added solutions that address complex client issues
• Directs and coordinates the customer service and productions/fulfillment activities of the department through subordinate managers and team members
• Reviews analyses of activities, costs, quality, operations, and forecast data to determine department progress toward stated goals and objectives
• Confers with Sales and other production departments to review achievements and discuss required changes in sales goals or objectives resulting from current status and conditions
• Interacts regularly with internal and external senior executives
  
  

Qualifications

• Bachelor's Degree required
• 10 years prior experience in patient support services required
• Experience cultivating a positive culture while developing and managing leaders required
• Core understanding of how products are covered and paid for by both public and private insurers
• Proven consultative approach to client and program management
• Experience in multiple patient service offerings; patient assistance, copay, reimbursement, adherence and education
• Clear understanding of quality and compliance as they relate to patient support programs
• Understanding of call center operations and how to operate when a business continuity event occurs
• Embraces a culture of giving and receiving feedback to improve performance
• Strong problem-solving skills combined with a positive mindset
• US Remote with approximately 20% travel throughout the United States and 10% International
• People management, developing leaders, a strong focus on team building
• Ability to effectively work within a complex, matrix environment
• Strong communication skills, including ability to present and deal tactfully with clients
• Project management experience in overseeing or contributing in complex, multi-discipline projects
  
  

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $116,600.00 - $324,800.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.