Patient Experience Lead, Immunology

7 months ago

Oakville, Canada UCB Full time

Make your mark for patients


We are seeking an experienced Patient Experience Lead, Immunology (PVU) with a proven track record of formalizing patient support program strategies in line with patient value principles and business goals and objectives to join UCB Canada.

About the role:

Our Patient Experience Lead plays a lead role in managing the entire patient journey and experience while on UCB products. The 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.

Who you’ll work with:

As part of a multidisciplinary team, you’ll partner with Sales, Marketing, APEX (Market Access / External Engagement), Medical Affairs, and Education & Stakeholder Development. Additionally, you’ll work closely with Marketing Solutions Leads, Ecosystem Leads (Regional Sales Managers) and HCP Partners (Territory Managers) to ensure the program meets or exceeds customer expectations and find solutions to local customer issues and opportunities.

What you’ll do:

Ensure the patient support program is meeting or exceeding stakeholder expectations to support financial targets of UCB brands. Manage our partner vendors with respect to program with specific attention to aligning on resourcing requirements, overarching costs, and satisfactory fulfillment of contract KPIs. Direct the program budget, with focus on long term value creation. Approves all related expenses and invoices, in addition to managing and justifying program related expenditures. Collaborate with stakeholders across the organization to manage program governance and to ensure processes are optimized, fully compliant with mandatory SOPs and work instructions, and providing a best-in-class experience to patients. Track trends and movement in the 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; meetings can include NCMs, HCP Partners, Rheums, Derms, nurses. Attend Advisory Board or Regional Consultancy Meetings for HCPs and act as a facilitator or presenter as required.

Interested? For this position you’ll need the following education, experience, and skills:

Bachelor’s degree in health care, business, science, or nursing is required. 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. This is a field-based role, ideally based out of the Greater Toronto Area, but will consider candidates from other areas within Canada.

Are 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

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