Associate Director, Client & Delivery Excellence

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Deliver coaching, contribute to personal and departmental objectives, and provide staff training to maintain consistently high-quality client service.

• Encourage associate engagement in problem-solving and ensure that teams are equipped with the necessary tools, supplies, skills, and information to achieve their goals.

• Foster strong client relationships and uphold open, transparent communication regarding operations, policies, issues, and industry best practices.

• Gain a thorough understanding of client objectives and contracted deliverables, and relay this information to the team.

• Evaluate the operational aspects of programs, including automation, efficiencies, process enhancements, staffing models, roles and responsibilities, and standard operating procedures (SOPs).

• Establish clear direction, effective plans, and measurable outcomes.

• Supervise the preparation and approval of client billing prior to invoicing.

• Monitor, track, and report overall program results promptly.

• Collaborate with the program CSL to promote strategic offerings and oversee SDOH components.

• Manage the department and supervise staff, including hiring, performance management, promotions, disciplinary actions, and other personnel decisions.

• Support the development and implementation of enterprise growth initiatives.

⛳️ Requirements

• A completed four-year bachelor's degree in business or a relevant field.

• At least 5 years of experience in a patient services leadership position.

• A minimum of 5 years in Sales, Operations, Product Management, or Strategic Account Management.

• Proficient computer skills and a solid understanding of Microsoft Office applications.

• Capability to design, implement, and enhance patient access programs, including reimbursement support, co-pay assistance, patient assistance programs, and adherence services.

• Ability to analyze industry trends and competitive data to create marketplace strategies and tactics.

• Capacity to thrive in a fast-paced, dynamic environment, make independent decisions, maintain confidentiality, and meet deliverables.

• Willingness to travel 10%–25% of the time.

• Skill in managing multiple projects and adapting to changing priorities.

• Strong abilities in relationship-building, problem-solving, analytical thinking, organization, and leadership.

• Exceptional verbal and written communication, along with presentation skills.

• Applicants must successfully pass a drug test and background check.

• Preferred: advanced degree; studies in Life Sciences, Pharmacy, or a business-related discipline.

• Preferred: experience in account management within the life sciences sector.

🏝️ Benefits

• Option for remote work.

• Competitive salary and benefits package.

• Reasonable accommodations available for individuals with disabilities.

• Commitment to Diversity, Equity & Inclusion.