Senior Ambassador Manager

Agency:

Snow

Job Function:

Account Management and Growth

Job Subfunction:

Community Management

Job Description:

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-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 Ambassadors’ 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 Ambassadors 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 communication 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 utilizations 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 touchpoints  
• Maintain up-to-date contracts and closely monitor expiration dates to ensure there is never a lapse

• This position may include up to 35-40% in national or international travel in support of Ambassador engagements

The Senior Ambassador Manager may be asked to perform additional duties and responsibilities consistent with those listed above based upon business needs.

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge:

• Knowledge of the pharmaceutical/biotech industry and regulatory requirements are a plus
• Knowledge of basic Microsoft suite and systems (Office Suite, etc.)

Skills:

• Creates and delivers well-constructed communications
• Demonstrates the ability to effectively listen and respond accordingly
• Effectively fosters relationships with the Ambassadors with impact and influence

Abilities:

• Responds to client inquiries in a timely manner (acknowledging receipt and fulfillment of request)
• Develops and maintains excellent client relationships; establishes trust, credibility, and respect of client
• Effectively communicates Ambassador status updates to the client brand teams
• Effectively manages multiple client relationships spanning multiple disease categories/brands
• Provides recommendations to the client based on Ambassador expertise
• Facilitates engaging and effective client interactions, especially live engagements
• Creates and maintains Ambassador Requests, Contact Lists, Utilization Reports and Dashboards within Salesforce
• Conveys ownership/pride in maintaining favorable Ambassador relationships (high familiarity with Ambassador stories, personalities, health status etc.)
• Effectively manages expense/reimbursement process with Ambassadors including Ambassador expense accruals, honorarium status, etc.
• Contributes towards all functions of Ambassador placements (recommendations, availability, travel, story prep, participation, follow-ups and post program reporting)
• Coordinates and communicates with Ambassadors on all placement communications and updates (confirmations, follow-ups, etc.)
• Works with Ambassadors to ensure contractual obligations are fulfilled using DocuSign or by hard copy forms
• Effectively demonstrates a knowledge of the brands and disease categories involved, in order to best serve the Ambassadors and clients
• Coordinates and communicates with reps, accounts, clients and internal departments on Ambassador placement updates
• Possesses the ability to provide onsite story coaching and preparation with Ambassadors
• Maintains an understanding of individual project objectives and budgets where Ambassadors are being initiated
• Guides and sets appropriate expectations and timelines with accounts as it relates to leveraging Ambassadors
• Manages contracting process for Ambassadors including submission of templates for buildout in Docusign, tracking return of FEC, and saving in appropriate location on BOX
• Travels as needed to be onsite contact for Ambassadors, including at trainings, video shoots, speaking engagements, etc.

EDUCATION, EXPERIENCE AND RELATED QUALIFICATIONS:

Bachelor's degree from a four-year college or university and three to five years of related experience and/or training preferred. Candidates must have a valid driver’s license. In some instances, a passport may be necessary.





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