Director, Patient Support Client Services

at IQVIA in Chicago, Illinois, United States

Job Description

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally. Our teams help biopharma get their medicines to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians, and patients. A significant part of our business is acting as the biopharma’s sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world.

We are excited to announce that currently we are looking for a Director of Client Services to join our team! This role provides operational leadership (staffing and budgeting) for a group of client service professionals within the Patient Support Services organization, to include Access, HUB, Affordability, Adherence, in-home solutions.

Essential Functions

+ Responsible for manufacturer program operations and client relationship

+ Supervise and coordinate daily workflow with program director, managers and care managers

+ Understand and coordinate all financial assistance program requirements with appropriate departments

+ Examine metrics and reporting daily for all program activity

+ Facilitate data requirements between clients and third parties

+ Facilitate communication and collaboration for all program changes and updates between all departments

+ Responsible for program specific SOP management and documentation processes

+ Assist with program change requests for system updates

+ Present on demand data to Executive Team as requested

+ Demonstrate a high aptitude for learning about the specialty pharmacy healthcare environment

+ Establish and maintain effective working relationships with all company support departments

+ Provide communication and follow up to ensure staff are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions

Required Qualifications

+ Bachelor’s Degree

+ 7+ years prior relevant work experience with leading a Healthcare Call Center

+ Business acumen (knowledge of the Health Care environment)

+ High regard for service, be very personable and compassionate

+ Possess a good understanding of the Specialty Pharmacy industry and its integration with manufacturers and payors

+ Ability to work in a fast paced, ever-changing environment

+ Strong communication skills, including ability to train/present and deal tactfully with clients.

+ Ability to manage and track data for a sophisticated and often complex sales process

+ Patient Support Services experience highly preferred

+ Experience leading PSS call center

Preferred Qualifications

+ All Required Qualifications plus:

+ Managerial skills, including a strong focus on team building.

+ Change management/process analysis skills (e.g., Business Process Reengineering).

+ Project management experience in overseeing or contributing in complex, multi-discipline projects.

+ Knowledge of databases and report creation process.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role, when annualized, is $127,100.00 – $216,300.00. 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.

IQVIA is a world leader in using data, technology, advanced analytics, and expertise to help customers drive healthcare – and human health – forward. Together with the companies we serve, we are enabling a more modern, more effective and more efficient healthcare system, and creating breakthrough solutions that transform business and patient outcomes.

To get there, it takes diverse skills and a curiosity to explore new possibilities. No matter your role, everyone at IQVIA, including our colleagues at Q² Solutions, contributes to our shared goal of improving human health. Thank you for your interest in growing your career with us.

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