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Immunology Patient Support Program Lead

2 months ago

Oakville, Ontario, Canada UCB Full time

About the Role:

As a key member of the UCB Canada team, the Patient Experience Lead, Immunology will play a lead 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:

  • Develop and implement patient support program strategies that align with patient value principles and business goals and objectives.
  • Manage patient support program vendors to ensure high-quality services and compliance with company standards and SOPs.
  • Collaborate with stakeholders across the organization to manage program governance and ensure processes are optimized, fully compliant with mandatory SOPs and work instructions.
  • 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 status of patients, patient escalations, bridge and free of charge product flow, and accurate and timely vendor QBRs.
  • Organize with key stakeholders to Identify/resolve any barriers or challenges to delivering value and HCP/patient service in the territories.
  • Attend Advisory Board or Regional Consultancy Meetings for HCPs and act as a facilitator or presenter as required.

Requirements:

  • Bachelor's degree in healthcare, business, science, or nursing.
  • Minimum of 5 years of patient support program management experience, with 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 (PV, QA, etc.).
  • Proven examples of being commercially astute in recognizing and managing the impact that patient support program decisions and changes will have on the broader organization.
  • Experience of working with basic IT systems, with the ability to learn new programs/portals in an efficient manner.
  • Talented communicator, who can proactively and positively communicate with all stakeholders, including direct interaction with patients.
  • Leadership skills with an ability to instill confidence and alignment on the program strategy, as well as problem-solving skills with an ability to act proactively ensuring 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.

Location: This is a field-based role, ideally based out of the Greater Toronto Area, but will consider candidates from other areas within Canada.