Patient Experience Lead, Immunology
1 day ago
We are seeking an experienced Patient Experience Lead, Immunology to join our team at UCB Canada.
The Patient Experience Lead plays a key role in managing the entire patient journey and experience while on UCB products. This includes managing patient support program vendors to ensure a best-in-class experience for patients and healthcare professionals, as well as managing relevant key stakeholders.
Key Responsibilities- Ensure the patient support program meets or exceeds stakeholder expectations to support financial targets of UCB brands.
- Manage partner vendors to align on resourcing requirements, costs, and contract KPIs.
- Direct the program budget, focusing on long-term value creation, and approve related expenses and invoices.
- Collaborate with stakeholders to manage program governance, optimize processes, and provide a best-in-class experience to patients.
- Track trends and movement in patient support program data to drive valuable insights and design forward-thinking solutions.
- Guarantee accurate vendor reporting and data optimization on patient status, escalations, and product flow.
- Organize with key stakeholders to identify and resolve barriers or challenges to delivering value and HCP/patient service in territories.
- Bachelor's degree in healthcare, business, science, or nursing.
- Minimum 5 years of patient support program management experience, with a demonstrated understanding of the connection to longer-term business goals and problem-solving experience.
- Demonstrated experience working in an environment to ensure full compliance of PSP with company standards and SOPs.
- Proven examples of being commercially astute in recognizing and managing the impact of patient support program decisions and changes on the broader organization.
- Experience working with basic IT systems and ability to learn new programs/portals efficiently.
- Talented communicator with the ability to proactively and positively communicate with all stakeholders, including direct interaction with patients.
- Leadership skills with the ability to instill confidence and alignment on program strategy, as well as problem-solving skills to ensure high-quality outcomes.
- High level of accountability to deliver on tasks and expectations that deliver patient value on an urgent and planned basis.
- Bilingual in English & French, plus people management experience are an asset.
UCB is a global biopharmaceutical company dedicated to transforming the lives of people living with severe diseases. We are committed to delivering innovative treatments that make a meaningful difference in the lives of our patients.
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