Patient Experience Lead, Immunology

4 weeks ago

Oakville, Ontario, Canada UCB Full time

Transform Patient Outcomes

We are seeking an experienced Patient Experience Lead, Immunology to join UCB Canada. This role plays a lead role in managing the entire patient journey and experience while on UCB products.

About the Role:

The Patient Experience Lead will manage the patient support program vendors to ensure a "best in class" experience for patients and HCPs, as well as manage relevant key stakeholders. The lead will also be a key contributor to the Immunology Leadership Team.

Key Responsibilities:

  • Ensure the patient support program is meeting or exceeding stakeholder expectations to support financial targets of UCB brands.
  • Manage partner vendors with respect to program 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 to delivering value and HCP/patient service.

Requirements:

  • Bachelor's degree in healthcare, business, science, or nursing.
  • Minimum 5 years of patient support program management experience, with a proven understanding of connections 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 proactive and positive interaction with all stakeholders, including direct patient interaction.
  • Leadership skills with 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.

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