Director, U.S. Patient Experience

Patient Experience LeaderReporting to the Vice President and Business Unit Leader of the Respiratory Business Unit, the Patient Experience Leader (PEL) will be responsible for the design, and, in some cases, the implementation, of patient support programs (PSPs) for COPD patients prescribed Ohtuvayre, or other future products.The PEL will serve as the single, commercial/BU point-of-contact and liaison to GMAx and Corporate Responsibility as it relates to our Access Program (MAP) and the Patient Assistance Program (PAP), respectively, for Ohtuvayre. The PEL will be responsible for working with GMAx and Corporate Responsibility to provide input on the initial design of these programs for Ohtuvayre and ongoing feedback on how to improve these programs for patients but will not be responsible for the implementation, execution, and day-to-day operation of these PSPs.The PEL will work closely with compliance and legal on education and training for applicable BU personnel, reinforcing how these non-promotional PSPs are used and discussed, including ensuring that they comply with existing OIG guidance on PSPs and limited, product-related support for patients prescribed Ohtuvayre.Key responsibilities of the role include:Design and/or provide input, as appropriate, on a cohesive and end-to-end patient experience strategy to assist patients with obtaining access to Ohtuvayre as prescribed by their physicians.Collaborate closely with GMAx, Corporate Responsibility, IAM, legal, compliance, and other relevant stakeholders, as appropriate, to ensure patient support programs and solutions are appropriately designed and align with overall patient needs.Implementation and execution of any support programs through contracted Specialty Pharmacy vendors and any additional patient support program(s) implemented by the BU with respect to adherence, as appropriate.Orchestrate development and implementation of analytical models (e.g., risk stratification tool for personalized patient support) along with associated change management related to how information, messaging, and/or resources are delivered to patients through PSPs or other access-related teams, while working with internal and external ecosystem stakeholders.Provide input on the development and implementation of SOPs, Business Rules, and other operational documents, as requested by GMAx and/or Corporate Responsibility for the MAP and PAP, respectively.Collaborate with relevant stakeholders and vendors to develop and implement similar operational documents, as may be needed, for PSPs that the PEL has direct oversight for, including, for example, the Nurse Support Program and any adherence PSP that may be developed.Recognized as a specialist in patient experience and support program design, providing advanced functional guidance to the Respiratory Business Unit, while collaborating with experts across our company as needed.Maintains awareness of competitor strategies and industry trends to inform and enhance patient experience initiatives.Shapes the strategic direction of patient experience programs within the Respiratory Business Unit, influencing standards, best practices, and operational effectiveness.Coordinates and allocates work among cross-functional teams and external partners to ensure effective delivery of patient support programs.Tackles complex challenges in patient access and support, including the development of analytical models and risk stratification tools, requiring advanced problem-solving and critical thinking skills.Navigates regulatory, compliance, and operational constraints to deliver innovative solutions.The PEL will also be responsible for defining and monitoring appropriate KPIs, as approved by Commercial Legal and Compliance, to track the status and effectiveness of the relevant PSP at meeting its intended purpose and design, identify emerging issues and working with relevant functions to identify potential improvements. PEL will coordinate cross-functional and external stakeholders (including vendors) to address emerging issues identified in regular reviews or through feedback from customers/field teams, as appropriate.Qualifications:Minimum requirement: Bachelor's degreeRequired experience and skills: Minimum of 8 years of experience in the pharmaceutical industry within a Commercial function, including Marketing, Consumer/Payer Access, Patient Access, Customer Experience, Strategic Planning, Specialty Pharmacy Services. Process-oriented with strong project management skills. Strategic and tactical planning skills. High level of collaborative skills and ability to work across different parts of the organization. High legal/Compliance IQ.Preferred: Respiratory experience preferred. Prior experience in design and execution of patient support programs. Strong communication skills with ability to communicate/engage with senior.Required skills: Advertising Campaign Development, Brand Management, Business Management, Change Management, Client Facing, Collaborative Development, Consumer Relations, Creative Campaign Development, Creativity, Customer Experience (CX), Customer Experience Management, Data-Driven Decision Making, Ethical Standards, Global Marketing Communications, Human Diseases, Legal Administration, Marketing Strategy Implementation, Patient Assistance Programs, Pricing Strategies, Product Launches, Product Lifecycle Management (PLM), Professional Networking, Project Management, Regulatory Compliance Consulting.As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.