Ambassador/Patient Relationship Manager

JOB SUMMARY:

The Ambassador Services Team is vital to the core business of Snow—the Patient Ambassador™ Program. The Ambassador Services Team is responsible for managing all Ambassador and patient relations, as well as planning and implementing all logistics for Ambassador-related projects. The Relationship Manager, a key position within the Ambassador Services Team, must work in a fast-paced environment, meeting deadlines, multitasking, and coordinating with all divisions of the Ambassador Services team including analytics, mentor program management, and coaching and training specialists. The Relationship Manager must also work closely with Account Team leaders, Programs Team leaders, and Recruitment Team leaders to address and meet the objectives of Snow’s clients.

The Relationship Manager serves as the direct point of contact for Ambassadors and is responsible for overseeing and implementing all Ambassador-related projects from start to finish, including contracting, needs assessment, project management, compliance adherence, presentation skills training and evaluation, logistics and travel guideline implementation, maintaining accurate reporting, and financial policy adherence.

The Relationship Manager must have excellent listening and communication skills, strong organizational skills, and be able to develop relationships with Ambassadors which convey compassion while maintaining professional boundaries. The Relationship Manager will be responsible for extensive documentation with regard to all Ambassador communication and engagement and may also be responsible for managing healthcare providers and/or advocacy organizations depending on the client’s needs.

ESSENTIAL JOB FUNCTIONS AND RESPONSBILITIES:

The Relationship Manager, Ambassador Services must be able to perform the following essential duties and functions:

General:

• Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail
• Display clear comprehension of legal and regulatory guidelines issued by the U.S. Food and Drug Administration (FDA) as they apply to the Ambassador Program
• Understand pharmaceutical industry regulations (both current and expected changes)
• Demonstrate a complete understanding of HIPAA privacy guidelines and maintain all contracts, health records, and personal information in accordance with these guidelines
• Develop strong partnership with analytics specialists, mentor program managers, and coaching and training specialists to align on team processes, client initiatives, compliance regulations, and project management
• Maintain collaborative working relationship with Account Teams related to all Ambassador engagement, training, and performance evaluation
• Identify and suggest methods to improve process and efficiency for the Ambassador Services team
• Analyze Ambassador utilization needs to develop new initiatives or modify and improve existing initiatives in partnership with Account Teams to meet client objectives
• Update standard operating procedures on a regular basis to reflect changes in brand initiatives, policies, and procedures, and ensure timely communication of these updates
• The primary job functions and responsibilities include, but are not limited to, those listed

Relationship Building:

• Understand the disease category, special needs, and individual requirements associated with each category to become the Ambassador expert on brands managed
• Manage Ambassador relationships and problem-solving with professionalism
• Demonstrate empathy and compassion in all Ambassador communications
• Coordinate speaking engagements on behalf of Ambassadors and ensure that all logistics, including travel, are confirmed
• Evaluate and understand Ambassador’s strengths and stories to match appropriate Ambassadors with event/client needs
• Manage Ambassadors and interact with pharmaceutical company representatives onsite at live events, which could include educational programs, client internal events, and photo/video shoots
• Work with Ambassador to ensure contractual obligations are fulfilled
• Assist Account Team with annual Ambassador training
• Facilitate expense process
• Communicate with pharmaceutical company representatives regarding Ambassador engagements and needs
• Work closely with coaching and training specialists to ensure proper communications and presentation skills coaching takes place for Ambassadors
• Evaluate Ambassador performance to ensure compliance adherence, client objectives are met, and attendee satisfaction is achieved
• Assist with event planning as needed

Documentation and Reporting:

• Ensure all Ambassador communications and utilization are documented within Salesforce (online data management platform)
• Participate in extensive training on Adverse Event reporting
• Ensure all Adverse Events are reported per client requirements
• Work closely with analytics specialist to provide detailed reports on Ambassador utilization and touch points
• Maintain up-to-date contracts and closely monitor expiration dates to ensure there is never a lapse

REQUIRED SKILLS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Outreach Calls:

While not all positions have the core responsibility of cold calling or outreach calls, all positions will be expected to perform this task when necessary. Although not a core function of the Relationship Manager position, outreach calls are a necessary function of a client team. Therefore, candidates selected for this position will be expected to contribute as needed to this important function. Candidates not comfortable or willing to make outreach calls, which are typically a “cold call,” should take this into consideration when applying for this position.

Weekend & Night Work:

Although your day-to-day work should primarily take place during regular office hours, there will be occasions when you are required to work late into the evening and/or over the weekend. Candidates selected for the Relationship Manager position should have the expectation that the workload and nature of the work will require hours that may extend past the business hours of the company (8:30 a.m.–6:00 p.m., Monday–Friday). This includes working on the weekends.

Flexibility:

The core business hours that you work may change based on business needs. Candidates need to understand this and expect that their shifts may change from time to time.

Collaboration/Teamwork:

The size and nature of our company will require that you work in collaboration with people in other departments. Candidates must demonstrate their willingness/ability to step into other roles as needed to drive the success of the company. Candidates will need to demonstrate their ability to be a contributing member of a team that has goals that are broader than an individual job description or function.

Language Skills/Communication:

Candidates must have the ability to read and comprehend general documents relating to the pharmaceutical/bio-technology industry that include but are not limited to: medical education, medical periodicals, clinical trial data, package inserts, medical procedures, industry regulations, and reimbursement/tax guidelines. Candidates must have the ability to prepare and present business reports and correspondence. Candidates will have demonstrated their ability to effectively and professionally communicate with managers, clients, customers, Ambassadors, and the general public. Working with patients requires the candidate to exercise discretion and empathy as patients are living with chronic conditions. Fluency in a foreign language is a plus.

Travel:

Travel is a fundamental part of the Relationship Manager position. From time to time, it may be necessary to travel to support your team/complete your job tasks, which may include driving Ambassadors to and from event locations. Candidate must be able to perform the specific travel and driving requirements of their role. Travel expectation is approximately 20 percent.

Travel will include, but is not limited to:

• Traveling to “handle” Patient Ambassadors™ at placements
• Traveling to event locations to provide support/direction
• Traveling to video/photo shoot locations to provide support/direction

Patient Privacy:

The core of our business is working with patients. It is most likely that you will come in contact with Personal Consumer Information (PCI) of patients living with chronic illness. It will be required that you take training courses that include but are not limited to:

• Snow Policy Training
• Health Insurance Portability and Accountability Act (HIPAA)
• Adverse Event (AE) Reporting Training
• U.S. Food and Drug Administration (FDA) Training

Computer Skills:

Candidates must have excellent computer skills in a Microsoft Windows environment to include:

• Word-processing (Word)
• Spreadsheets (Excel)
• Presentation software (Power Point)
• Email (Outlook)
• Internet and World Wide Web

Mathematical Skills:

Candidates will have the ability to comprehend and utilize basic mathematical skills as well as business statistics to include percentages, ratios, discounts, interest, commissions, and proportions.

Reasoning Ability:

Candidates will have the ability to identify and define problems while applying good problem-solving skills through collecting data, establishing facts, and drawing valid conclusions. Candidate will have the ability to deal with a variety of concrete variables in situations where only limited standardization exists. Candidate will have the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Candidates will be capable of applying industry benchmarks to create standardized practices.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands (to finger, handle, or feel), reach with hands and arms, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The employee must be able to operate a motor vehicle.

Work Environment/Environmental Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate with no or very limited exposure to physical risk.

Certificates, Licenses & Registrations:

Candidates must have a valid driver’s license. In some instances, a passport may be necessary.

Education and Experience:

Bachelor's degree (B.A.) from a four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience preferred.

Job Type: Full-time

Pay: $0.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
Office rotations

Ability to Commute/Relocate:

• Williamsburg, VA 23185 (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• advertising agency: 1 year (Preferred)
• healthcare: 1 year (Preferred)
• patient: 1 year (Preferred)
• client services: 1 year (Preferred)
• pharam: 1 year (Preferred)
• project management: 1 year (Preferred)
• administrative: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Language:

• Spanish (Preferred)

Willingness To Travel:

• 25% (Preferred)

Work Location:

• One location

Company's website:

• https://www.snow-companies.com

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Plastic shield at work stations
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place