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Patient Experience Manager, Immunology

2 months ago

Oakville, Ontario, Canada UCB Full time
About the Role

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 ensure compliance with SOPs.
  • 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 to delivering value and HCP/patient service in 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 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.
What We Offer

UCB Canada offers a dynamic and supportive work environment, with opportunities for professional growth and development. If you are a motivated and experienced professional looking to make a meaningful impact in the lives of patients, we encourage you to apply for this exciting opportunity.