Senior Ambassador Manager

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Senior Ambassador Manager Patient Experience 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/caregiver relations, as well as planning and implementing all logistics for Ambassador-related projects. The Senior Ambassador 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 Senior Ambassador Manager must also work closely with Account Team members, Programs Team leaders, and Recruitment Team leaders to address and meet the objectives of Snow's clients. The Senior Ambassador 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 Senior Ambassador 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 Senior Ambassador 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. Snow's business is centered around the patient journey, and the Senior Ambassador Manager, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of these patients and caregivers. The Senior Ambassador Manager must be able to incorporate the unique patient/caregiver experience into the strategies and solutions we provide to our clients. PATIENT PRIVACY: The core of our business is working with patients. It is most likely that you will come in contact with personally identifiable information (PII) and personal health information (PHI) of patients living with chronic illness. The Senior Ambassador Manager will be required to successfully complete and adhere to training courses which may include, but are not limited to: Snow Policies and Procedures Health Insurance Portability and Accountability Act (HIPAA) requirements such as the Privacy Rule, the Security Rule, and Sunshine Act reporting Adverse Event (AE) Reporting The promotional requirements for pharmaceuticals under the FDA and FTC and other applicable federal or state regulations Privacy and Data Security ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES : The Senior Ambassador Manager, Ambassador Services must be able to perform the following essential duties and functions: General: As a Senior Ambassador Manager, in addition to all the essential functions and duties below, individuals should present with relevant experience, bring ideas forth proactively, show capacity to work independently, prioritize effectively, and mentor junior team members 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 processes 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

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