Patient Services Support Leader
5 days ago
**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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