Patient Services Support Leader

5 days ago


Pune, Maharashtra, India Eversana Full time

**About the Role**

We are seeking a highly experienced Patient Services Support Leader to join our growing team at Eversana. This critical role will lead a team of support professionals responsible for providing exceptional technical support for our Patient Services Hub and Pharmacy services operations.

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. Analytical, results-oriented, and adept at identifying trends and implementing proactive solutions, they excel in their ability to bridge the gap between technical and business teams.

**Key Responsibilities:**

  • 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.
  • 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.

**Requirements and Qualifications:**

  • 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 working with Pharmacy Systems, Salesforce Health Cloud, and knowledge of incident, problem, and change management.

**Estimated Salary:** $120,000 - $160,000 per year, depending on experience.



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