Continuous Improvement Engineer
Company Description
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.
Job Description
THE POSITION:
This position is primarily responsible for leading process and quality initiatives supporting the Otsuka Patient Assistance Foundation (OPAF) program, specifically as it relates to OPAF’s global engagement initiative to support best-in-class patient experience.
These responsibilities include but are not limited to: developing and continuously improving controls to develop and uphold internal quality and client requirements, monitoring and reporting on patient-centric KPIs related to OPAF and EVERSANA’s cultural values and beliefs, auditing program activities (including documentation review, call monitoring, and service level auditing), overseeing program training deliverables, and facilitating program improvements to deliver on client expectations and maintain the operational excellence of the department and organization.
At OPAF, we believe in the power of empathy and dedication to transform the patient journey. Our contracted global engagement team is our most valuable asset, committed to supporting patients facing access barriers with unwavering dedication.
As part of OPAF’s global engagement team, the Patient Experience Continuous Improvement Engineer ensures alignment with EVERSANA’s cultural beliefs, and supports and facilitates OPAF’s promise to:
Be Compassionate: We will deliver care with empathy and expertise.
Be Innovative: We will reduce barriers and find effective solutions for every patient.
Be Committed: We will meet each day with dedication to making a positive impact for patients.
Together, we strive to make a meaningful difference in the lives of our patients, ensuring they receive the support they deserve.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
Cultural Ambassador for the OPAF program, serving as a primary stakeholder for EVERSANA’s OPAF client program team members’ adherence to the OPAF global engagement team’s Patient Promise.
Oversees OPAF program governance, KPIs, and ongoing improvement initiatives related to Speed to Therapy, Adherence, and other key program operational deliverables in order to fully empower our patients.
Coordinator and Primary Point of Contact (POC) for program-specific training materials, training initiatives, delivery of training, and ongoing training compliance for the client program. Leads and supports onsite training activities at the Chesterfield, MO site as needed.
Coordinates, fosters, and facilitates partnership and cross-solve between the client program Global Engagement team and the Specialty Pharmacy team to ensure seamless service delivery excellence to our patients.
Performs/supports routine call monitoring evaluations of the OPAF program to ensure compliance to client and EVERSANA specifications and designated scorecard type.
Performs/supports case audit evaluations of the OPAF program to ensure accuracy and completeness of patient records.
Provides appropriate and effective feedback/coaching from call monitoring and case audit evaluations to frontline staff in order to improve overall scores for program team members.
Provides actionable insights and trends through the development of client-specific measures, assessments, improvements, and other reports for internal and external review.
Performs and leads routine internal process audits and audit response plans, both remote and on-site as needed.
Investigates and addresses nonconformities from previous internal and external audits through the EVERSANA Corrective and Preventative Action Program, as well as identify and implement Preventative Actions to improve operations.
Review and recommend updates to the Quality Policy Manual, and Standard Operating Procedures, WI, and key resource documentation including creation.
Process mapping resource for new processes or change of process.
Leads quarterly Record Review initiative, including scheduling kick-off meetings internally, external audit review sessions with client and will be responsible for sharing feedback with client.
Leads routine external calls with OPAF client to provide updates on performance, training, and quality-related topics and initiatives relevant to program deliverables and global engagement team matters.
Creates, updates and manages all relevant program-specific controlled documentation including SOPs, Work Instructions, Resource Documents, and Job Aids. Managing internal changes as required and client directed.
Use methodologies like Lean, Six Sigma, or Kaizen to streamline workflows and reduce waste.
Ensure compliance with internal policies, industry regulations, and customer requirements.
Use tools like SQL, Excel, or BI platforms to generate insights and dashboards.
Prepare reports and presentations for senior leadership on performance metrics and improvement outcomes.
Supports the Client and the EVERSANA Quality/Compliance team in implementing EVERSANA Patient Services Process Quality / Operational Excellence initiatives and deliverables in accordance with Total Quality Management (TQM) principles.
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
All other duties as assigned
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 an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.
EXPECTATIONS OF THE JOB:
Focuses on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others.
Accepts being accountable and responsible in work practices and expectations. Delivers what is promised.
Fosters a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
Uses innovative critical and creative thinking to evaluate and solve work and customer issues.
Seeks assistance in solving work problems through collaboration and information seeking.
Travel (25%) Ability to travel and varying levels to drive initiatives
Hours (40 Hours per week, 5 days of the 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.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
Strong computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
Strong teaching abilities and mentoring skills.
Training new and experienced employees on a new or updated workflow or procedure to improve their performance.
At least 5 years’ experience in the healthcare space with focus on process design and improvement
At least 2-3 years’ experience managing process improvement initiatives aligned with key principles of Lean and Six Sigma
At least 2-3 years’ experience in a call center environment with high understanding of quality initiatives in a call center environment
High critical thinking skill set
Demonstrated experience with managing multiple complex projects
Experience leading cross-functional workshops and meetings
Bachelor’s Degree in a healthcare field or business management or equivalent combination of education and experience.
PREFERRED QUALIFICATIONS:
Strong working knowledge of ACTICS Salesforce systems.
Strong working knowledge of pharmacy dispensing system requirements.
Pharmaceutical or Healthcare experience required.
Previous experience in a Continuous Improvement or Operational Excellence role preferred.
Pharmacist or Pharmacist Technician licensure preferred.
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.
Ability to think strategically and execute methodically.
Ability to deal with a variety of emotions and frustration in making business decisions. Emotional stability and personal maturity are important attributes in this position.
Ability to identify and resolve critical issues and assess their impact on others and the organization.
Ability to plan, organize and prioritize multiple tasks.
Ability to analyze complex information.
Ability to analyze many variables and choose the most effective course of action for the organization at any given point.
Ability to resolve problems, handle conflict, and make effective decisions under pressure. Must handle novel and diverse work problems on a daily basis.
Ability to communicate providing verbal feedback in a professional manner.
Ability to give, receive, and analyze information, formulate work plans, prepare written material, and articulate goals and action plans.
Experience leading cross-functional workshops and meetings
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.
Additional Information
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.
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.
EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits at any time.
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 [email protected].
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About the job
Apply for this position
Continuous Improvement Engineer
Company Description
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.
Job Description
THE POSITION:
This position is primarily responsible for leading process and quality initiatives supporting the Otsuka Patient Assistance Foundation (OPAF) program, specifically as it relates to OPAF’s global engagement initiative to support best-in-class patient experience.
These responsibilities include but are not limited to: developing and continuously improving controls to develop and uphold internal quality and client requirements, monitoring and reporting on patient-centric KPIs related to OPAF and EVERSANA’s cultural values and beliefs, auditing program activities (including documentation review, call monitoring, and service level auditing), overseeing program training deliverables, and facilitating program improvements to deliver on client expectations and maintain the operational excellence of the department and organization.
At OPAF, we believe in the power of empathy and dedication to transform the patient journey. Our contracted global engagement team is our most valuable asset, committed to supporting patients facing access barriers with unwavering dedication.
As part of OPAF’s global engagement team, the Patient Experience Continuous Improvement Engineer ensures alignment with EVERSANA’s cultural beliefs, and supports and facilitates OPAF’s promise to:
Be Compassionate: We will deliver care with empathy and expertise.
Be Innovative: We will reduce barriers and find effective solutions for every patient.
Be Committed: We will meet each day with dedication to making a positive impact for patients.
Together, we strive to make a meaningful difference in the lives of our patients, ensuring they receive the support they deserve.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:
Cultural Ambassador for the OPAF program, serving as a primary stakeholder for EVERSANA’s OPAF client program team members’ adherence to the OPAF global engagement team’s Patient Promise.
Oversees OPAF program governance, KPIs, and ongoing improvement initiatives related to Speed to Therapy, Adherence, and other key program operational deliverables in order to fully empower our patients.
Coordinator and Primary Point of Contact (POC) for program-specific training materials, training initiatives, delivery of training, and ongoing training compliance for the client program. Leads and supports onsite training activities at the Chesterfield, MO site as needed.
Coordinates, fosters, and facilitates partnership and cross-solve between the client program Global Engagement team and the Specialty Pharmacy team to ensure seamless service delivery excellence to our patients.
Performs/supports routine call monitoring evaluations of the OPAF program to ensure compliance to client and EVERSANA specifications and designated scorecard type.
Performs/supports case audit evaluations of the OPAF program to ensure accuracy and completeness of patient records.
Provides appropriate and effective feedback/coaching from call monitoring and case audit evaluations to frontline staff in order to improve overall scores for program team members.
Provides actionable insights and trends through the development of client-specific measures, assessments, improvements, and other reports for internal and external review.
Performs and leads routine internal process audits and audit response plans, both remote and on-site as needed.
Investigates and addresses nonconformities from previous internal and external audits through the EVERSANA Corrective and Preventative Action Program, as well as identify and implement Preventative Actions to improve operations.
Review and recommend updates to the Quality Policy Manual, and Standard Operating Procedures, WI, and key resource documentation including creation.
Process mapping resource for new processes or change of process.
Leads quarterly Record Review initiative, including scheduling kick-off meetings internally, external audit review sessions with client and will be responsible for sharing feedback with client.
Leads routine external calls with OPAF client to provide updates on performance, training, and quality-related topics and initiatives relevant to program deliverables and global engagement team matters.
Creates, updates and manages all relevant program-specific controlled documentation including SOPs, Work Instructions, Resource Documents, and Job Aids. Managing internal changes as required and client directed.
Use methodologies like Lean, Six Sigma, or Kaizen to streamline workflows and reduce waste.
Ensure compliance with internal policies, industry regulations, and customer requirements.
Use tools like SQL, Excel, or BI platforms to generate insights and dashboards.
Prepare reports and presentations for senior leadership on performance metrics and improvement outcomes.
Supports the Client and the EVERSANA Quality/Compliance team in implementing EVERSANA Patient Services Process Quality / Operational Excellence initiatives and deliverables in accordance with Total Quality Management (TQM) principles.
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
All other duties as assigned
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 an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.
EXPECTATIONS OF THE JOB:
Focuses on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others.
Accepts being accountable and responsible in work practices and expectations. Delivers what is promised.
Fosters a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
Uses innovative critical and creative thinking to evaluate and solve work and customer issues.
Seeks assistance in solving work problems through collaboration and information seeking.
Travel (25%) Ability to travel and varying levels to drive initiatives
Hours (40 Hours per week, 5 days of the 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.
Qualifications
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.
Strong computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
Strong teaching abilities and mentoring skills.
Training new and experienced employees on a new or updated workflow or procedure to improve their performance.
At least 5 years’ experience in the healthcare space with focus on process design and improvement
At least 2-3 years’ experience managing process improvement initiatives aligned with key principles of Lean and Six Sigma
At least 2-3 years’ experience in a call center environment with high understanding of quality initiatives in a call center environment
High critical thinking skill set
Demonstrated experience with managing multiple complex projects
Experience leading cross-functional workshops and meetings
Bachelor’s Degree in a healthcare field or business management or equivalent combination of education and experience.
PREFERRED QUALIFICATIONS:
Strong working knowledge of ACTICS Salesforce systems.
Strong working knowledge of pharmacy dispensing system requirements.
Pharmaceutical or Healthcare experience required.
Previous experience in a Continuous Improvement or Operational Excellence role preferred.
Pharmacist or Pharmacist Technician licensure preferred.
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.
Ability to think strategically and execute methodically.
Ability to deal with a variety of emotions and frustration in making business decisions. Emotional stability and personal maturity are important attributes in this position.
Ability to identify and resolve critical issues and assess their impact on others and the organization.
Ability to plan, organize and prioritize multiple tasks.
Ability to analyze complex information.
Ability to analyze many variables and choose the most effective course of action for the organization at any given point.
Ability to resolve problems, handle conflict, and make effective decisions under pressure. Must handle novel and diverse work problems on a daily basis.
Ability to communicate providing verbal feedback in a professional manner.
Ability to give, receive, and analyze information, formulate work plans, prepare written material, and articulate goals and action plans.
Experience leading cross-functional workshops and meetings
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.
Additional Information
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.
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.
EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits at any time.
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 [email protected].
Follow us on LinkedIn | Twitter