Senior Patient Services Support Operations Manager

4 days ago

Pune, Maharashtra, India EVERSANA Full time

About the Role:

Eversana is seeking a seasoned Senior Patient Services Support Operations Manager to lead our growing team. In this critical role, you will be responsible for managing a team of support professionals providing exceptional technical support for our Patient Services Hub and Pharmacy services operations.

As a key member of our team, you will play a vital 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 skilled leader with a strong understanding of ITIL processes and methodologies. They possess excellent analytical and problem-solving skills, as well as experience working with business rule engines, API-first development principles, and healthcare data standards.

About You:

We are looking for a highly motivated and experienced professional with a minimum of 5 years of experience in Salesforce support, with a strong focus on the Health Cloud platform. You should have a proven track record of leading and managing a team of support professionals, with experience in collaboration with business stakeholders to understand their support needs and expectations.

You will be responsible for developing and implementing a comprehensive support strategy aligned with ITIL best practices, establishing and maintaining clear escalation processes for complex issues, defining and tracking key performance indicators (KPIs) to measure support team effectiveness and user satisfaction.

In addition, you will provide day-to-day management of application support teams, develop policies and procedures to govern application support functions, assist in the development of Service Level Agreements, and work closely with development teams to ensure smooth resolution of reported issues.

Requirements:

  • 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

Salary Range:$120,000 - $150,000 per year, depending on experience.

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