Sr Director, Client Services, Call Center

Durham, United States of America | Full time | Home-based | R1554826 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