Associate Director, Patient Support Launch and Program Maintenance Operations

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Summary:

The Associate Director, Patient Support Launch & Program Maintenance Operations, will play a key role in the management and launch of our Patient Access & Support Services (PASS) within the BMS portfolio. This individual leads a team in their work with suppliers helping to identify potential issues and process improvements. This position is ideal for someone who enjoys strategic problem-solving and planning to support patient access to medications and treatment. This person will be responsible for overseeing the launch and management of complex or high-volume programs. This individual will lead the development and planning for new launches, new initiatives and new processes which will ensure the most optimal customer experience are in place. The AD oversees the strategic project planning for new launches, new initiatives, and process enhancements. The AD will incorporate a patient-centric approach in their commitment to help minimize access barriers for BMS patients. This position is ideal for someone who enjoys developing and improving processes, utilizing data, research, and technology to inform key business challenges with a strong focus on enhancing the customer experience within the BMS franchise.

Responsibilities:

• Identify opportunities for continuous process improvement throughout the Patient Access Journey

• Accountable for identifying process bottlenecks, quality measures and consistency across the Patient Access Journey

• Analyze program data/insights to drive opportunities for improvements and efficiencies in close collaboration with internal teams

• Apply basic consulting skills, including consultative listening, problem definition, hypothesis generation, data analysis, translation to value, and oral and written presentations

• Successfully work within a matrix environment and establish and maintain relationships with commercial business partners in sales, market access, data/analytics, trade and brand marketing teams.

• Oversee development of supporting materials for execution of strategies and initiatives in support of programs across the portfolio (e.g., brochures, training materials, program updates, organization messaging, etc.)

• Educate matrix partners about BMS programs, policies, procedures, and resources specific to operational health

• Mentor and support Program Managers’ (including Senior and Executive PM) development of knowledge and skills

• Collaborate with BMS Access Reimbursement Managers and PASS leadership on program needs across the portfolio

• Collaborate with BMS cross-functional team members to resolve access and reimbursement issues

• Coordinate services between the patient support hub, specialty pharmacies, Centers of Excellence, and other key community accounts

• Support programs (independently or with a matrix team) by performing industry benchmarking, stakeholder analysis and market research, and patient and provider surveys to ensure BMS is launching and operating successful programs

• Collaborate with copay team to identify process improvements across the portfolio

• Respond to and resolve broader and more complex escalated issues

• In partnership with Director, develop and manage overall program improvements across the portfolio

• Manage multiple projects in a fast-paced, deadline-driven, entrepreneurial environment, adapting to change as needed

Expectations:
At BMS, it is not just what we do but how we do it. To excel in an AD of Patient Support Program Launch & Maintenance Operations, we expect our employees to demonstrate or develop the fol