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Oakville, Canada UCB S.A. Full timeA global biopharmaceutical company in Oakville, ON is seeking a Patient Experience Manager (Field Operations) to align head office strategy with field execution. The ideal candidate will have over five years of patient support experience, excellent communication skills, and be bilingual in French and English. This role includes oversight of vendor...
Patient Experience Manager
2 weeks ago
Make your mark for patientsWe are looking for a Patient Experience Manager (Field Operations) tojoin our Patient Experience team based out of Oakville, ON, CanadaAbout the roleThis role is designed to ensure a seamless alignment between head office strategy and field-level implementation by acting as the primary liaison between internal field-based stakeholders supporting UCB field (sales and medical) operational needs related to the patient support program (PSP) and head office cross-functional teams.Who you’ll work withThe role is operationally focused on field excellence, managing oversight of vendor field nurse performance, and representing the Patient Experience team. The Patient Experience Manager (Field Operations) will ensure that PSP services are delivered consistently, compliantly, and with a patient- and HCP-centric mindset.What you’ll doServe as the national point of contact for field-based PSP requests, clinic troubleshooting, and internal sales team inquiries.Oversee the performance and effectiveness of vendor field nurse case managers, including KPI tracking, territory optimization, and service qualityRepresent the Patient Experience team in field-based engagements such as clinic in-servicesCollaborate cross-functionally, and with the PEx Lead and Partner(s), to align field insights with strategic planning and continuous improvement of PSPsSupport the integration of new programs and ensure consistent communication between field and head office teamsDesign feedback loops on field trends, challenges, and opportunities to inform strategic decision-makingSupport and develop patient support program tactics that maximize the value of UCB patient support programsProvide leadership through mentorship the Patient Experience team, leveraging field insightsSupport and develop business partnerships that result in productive and cooperative working relationships with key stakeholdersSupport the Patient Experience Lead in the planning and execution of Regional Collaboration MeetingsTake proactive steps to ensure that patients that receive a UCB product have the best possible experienceEnsure UCB Operational Compliance to the highest professional standardsSupport the Patient Experience team in the development of strategy, communication and materials for programs, and launch of Patient Support Program for new products and indicationsInterested? For this position you’ll need the following education, experience, and skillsBachelor’s degree5+ years of patient support program experienceExperience working at an innovator biotech/pharmaceutical manufacturer is considered a strong assetSpecialty pharmaceutical sales or other field-based prescriber- facing experience requiredExcellent communicator with a strong understanding of PSP operations, field team dynamics, and vendor managementBilingual (French / English) is requiredWillingness to travel nationally as neededAre you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you
