Sr Incident Manager, Patient Services - EVERSANA

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

THE POSITION:

We are seeking a highly motivated and experienced Patient Services Support Leader to join our growing team. In this critical role, you will lead a team of support professionals responsible for providing exceptional technical support for our Patient Services Hub and Pharmacy services operations. You will play a key role in ensuring the smooth operation and user satisfaction of Patient Services Hub programs, engagement portals, and copay programs built on Salesforce Health Cloud, Experience Cloud, MuleSoft, Pharmacy Systems, and leveraging an API-first approach.

The ideal candidate is a seasoned Salesforce Health Cloud Support Lead with a passion for building and leading high-performing teams. They possess a deep understanding of ITIL principles and leverage them to establish a robust support framework. They are analytical, results-oriented, and adept at identifying trends and implementing proactive solutions. They are also a skilled communicator who can bridge the gap between technical and business teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Lead and manage a team of Salesforce, Java, and Microsoft CRM support specialists, providing coaching, mentorship, and performance feedback
• Collaborate with business stakeholders to understand their support needs and expectations and translate them into technical requirements for smaller enhancements as needed
• Strong analytical capabilities and experience or capacity to quickly grasp business concepts
• Strong negotiating and problem-solving skills
• Develop and implement a comprehensive support strategy aligned with ITIL best practices.
• Establish and maintain clear escalation processes for complex issues
• Define and track key performance indicators (KPIs) to measure support team effectiveness and user satisfaction
• Provide day-to-day management of application support teams, which includes employees and contractors
• Develop policies and procedures to govern application support functions, such as problem management, change management, and security
• Assist in the development of Service Level Agreements to establish incident resolution expectations and timeframes
• Proactively monitor system health and performance using relevant metrics and tools
• Analyze trends, identify root causes of issues, and implement solutions to prevent recurrence
• Work closely with development teams to ensure smooth resolution of reported issues
• Change Management: Responsible for coordinating communications and scheduling to all affected parties when technology changes are to be made
• Develop and implement a robust Build to Run process, ensuring programs are well-documented and ready for efficient support handoff
• Foster a knowledge-sharing culture within the support team
• Stay up-to-date on the latest Salesforce Health Cloud features and functionality
• Develop and maintain comprehensive technical documentation
• Ensure code quality through code reviews and unit testing
• Participate in the Salesforce ecosystem and contribute to the sharing of knowledge and best practices
• Align to the strategy and governance of EVERSANA’s Patient Services business.
• Manage and design solutions for multi-org Salesforce environment
• Act as SME for Business Process and Salesforce technologies
• All other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB:

• Hours (40 Hours per week)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Minimum of 5 years of experience in Salesforce support, with a strong focus on the Health Cloud platform
• Minimum of 10 years proven experience leading and managing a team of support professionals
• In-depth knowledge of ITIL processes and methodologies
• Experience with Pharmacy Systems, Salesforce Health Cloud and knowledge of incident, problem, and change management
• Strong understanding of Experience Cloud, MuleSoft integrations, and API-first development principles
• Experience working with business rule engines
• Proven ability to analyze data, identify trends, and develop solutions
• Excellent communication, collaboration, and interpersonal skills
• Ability to work effectively in a fast-paced and dynamic environment
• Demonstrated ability to prioritize competing demands and manage multiple tasks simultaneously
• Strong understanding of API-first development principles and best practices.
• Holds Salesforce Certification(s), one of or combination of
  • Salesforce Certified Platform Developer I (or higher):
  • MuleSoft Certified Developer

PREFERRED QUALIFICATIONS:

• Excellent communication, collaboration, and problem-solving skills.
• Salesforce Certified Administrator or Salesforce Certified Advanced Administrator
• Experience with copay program management in Salesforce Health Cloud.
• Experience with healthcare data standards (e.g., HL7, FHIR).
• Experience working in an Agile development environment.
• Strong analytical and critical thinking abilities.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $ 130,000 to $150,000 and is not applicable to locations outside of the U.S.  The base salary range represents the low and high end of the salary range for this position.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living).  EVERSANA reserves the right to modify this base salary range at any time.

All your information will be kept confidential according to EEO guidelines.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.

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