Patient Experience Operations

3 months ago

Oakville, Canada UCB Full time

**Make your mark for patients**

We are looking for a **Patient Experience Operations (PEO at the Associate / Partner level) **who is looking to make a positive impact on patients. This individual is an approachable team player with proactive instincts who requires minimum supervision. Additionally, the PEO will have act as an engaged contributor within the patient experience team and has a proven track record of patient-centric decision making in all aspects of their past roles. This individual will join our Patient Experience team, ideally based in our Oakville office in Ontario, Canada.

**About the role**

You will be responsible for supporting the operational management, project management, and service development of the UCB Patient Experience portfolio of patient support programs (PSPs) in collaboration with the Patient Experience team.

The Patient Experience Operations (Associate/Partner) plays a supporting role in optimizing the patient journey and experience while on UCB products to ensure a “best in class” experience for patients and HCPs, as well as supporting relevant key stakeholders.

**Who you’ll work with**

In this role you will collaborate with cross-functional team members including Marketing, Medical Affairs, APEX (Market Access), Sales, Regulatory, Drug Safety, Quality Assurance, and Finance/Operational Excellence. Additionally, you will support and develop business partnerships that result in productive and cooperative working relationships with key stakeholders (Advertising agencies, PSP vendors, EMR support agencies, digital health agencies, stewardship programs).

The PEO will develop and maintain productive and cooperative working relationships with internal cross-functional partners (Sales, Marketing, Market Access, PV, QA, Medical, Finance, Compliance).

**What you’ll do**
- Support and develop patient support program tactics that maximize the value of UCB patient support programs.
- Collaborate, develop, and coordinate patient feedback surveys and market research, patient advisory meetings, and consultancy meetings, in alignment with Patient Experience Lead and Marketing Solutions Lead.
- Initiate proactive measures to ensure that patients that receive a UCB product have the best possible experience.
- Bolster the Patient Experience team in the development of strategy, communication, and materials for programs, and launch (PSP) for new products and indications.
- Support and drive the execution of digital strategy and digital business transformation tactics.
- Engage in strong purposeful relationships with Program Manager(s) and Healthcare Provider Partners (Territory Managers) as appropriate.

**Interested? For this role we’re looking for the following education, experience and skills**
- Bachelor’s degree and a minimum of 3+ years of patient support program experience in a managerial role with a PSP Provider or drug manufacturer.
- 3+ years in bio-pharmaceutical / specialty pharma industry preferred or related health care experience.
- Strategic thinker, who understands the Canadian pharmaceutical environment, the customers and internal cross-functional operations.
- Proficient skills and abilities - project and time management, problem-solving and interpersonal/communication with a directive towards customer service excellence.
- Collaborative and team player qualities when working with internal partners and stakeholders.
- Ability to work independently and proactively to manage projects and assignments.
- Bilingual (French / English) is an asset.
- Will consider remote position (can be based in Canada) with the ability to travel (20%) into the Oakville, ON office.

Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you

**About us**
UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.

**Why work with us?**
At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equitable opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.

As an Equal Opportunity Employer, we are open to all talent, and adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disabil

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