Patient Experience Lead, Immunology Specialist
2 weeks ago
About the Role:
As a key member of the UCB 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.
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