The Associate Director, with the Account Director, serves as the tactical liaison between Covance Market Access (CMA) & Phase IV Solutions and the client contacts. The Associate Director is responsible for maintaining client relationships while overseeing the operations of assigned programs and program initiatives. This includes ensuring the performance of PSS operations staff through service delivery, customer service, and operational efficiencies alongside of the Program Manager Service Delivery (PMSD). The Associate Director is responsible for identifying client needs, and serving as a consultative advisor to clients on reimbursement, patient assistance and other programs offered by the business. For larger or portfolio accounts, the Associate Director serves in a supportive role to the Account Director to deliver against client expectations by collaborating with leads from other functional areas such as training, resource and performance management and quality. For smaller or specialty accounts, the Associate Director serves as the primary client contact. The Associate Director shares the responsibility for active leadership of the client accounts to which they are assigned and of the internal activities necessary to meet client expectations. Education/Qualifications: Minimum Required:
The Associate Director will hold a Bachelorâs or graduate degree in business, management, public health, or other relevant discipline from an outstanding program. The Account Director will have knowledge of market access, the biopharmaceutical industry, contact center operations, CMA business lines, and project management, including managing staff, budgets, timelines, scope of work, and deliverable development. Experience: Minimum Required:
The Associate Director has extensive experience at Covance, or in a very similar environment, managing client accounts and staff. Typically has seven or more years of relevant experience in healthcare reimbursement, healthcare contact centers, healthcare program management, or a field closely related to PSS services.
The Associate Director should have: very strong oral communication, writing, and presentation skills very strong management and leadership skills highly effective time management skills and excellent ability to prioritize strong coaching and mentoring skills the ability to motivate and lead people very strong interpersonal and management skills including negotiation skills and the ability to work independently as well as provide leadership in a team-based environment very strong judgement in managing client, project, or personnel issues very strong analytical and problem solving skills, solution oriented the ability to work effectively through influence and collaboration the ability to manage multiple projects, tasks and staff members the ability to adapt to and work with ambiguity the ability to see the big picture and focus efforts around it strong knowledge of business protocols, financials and acumen a strong understanding of the contact center database and reports an advanced level of computer skills and the ability to navigate between programs and web sites.
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