Associate Diretor, U.S. Patient Experience – Patient Support Strategy & Effectiveness | PAH/Rare Disease

Job Description

Our company is dedicated to delivering innovations that extend and improve the lives of patients worldwide. Our team of dauntless, forward-thinking individuals achieves this through an unwavering commitment to supporting accessibility to medicine, providing new therapeutic options, and collaborating with internal and external partners to ensure that people who need medicines have access to them.  This is a terrific opportunity for a highly motivated individual to serve as a key team member on the Pulmonary Arterial Hypertension (PAH) Patient Experience team in the PAH/Rare Disease Business Unit.  

The Associate Director, U.S. Patient Experience - Patient Support Strategy & Effectiveness is responsible for supporting and executing the end-to-end patient support experience across the PAH/Rare Disease Business Unit, helping patients start and stay on the therapy. Reporting to the Director, U.S. Patient Experience, this role leads the continuous evolution of the patient journey by translating data-driven insights, customer pain points, and operational learnings into clear strategies and program enhancements. The Associate Director collaborates deeply with internal and external stakeholders to define measurable patient impact, guide market strategies for product changes and ensure enterprise decisions and investments are grounded in actionable insights and a comprehensive understanding of the patient experience.

The ideal candidate brings strong strategic thinking, deep understanding of patient support models for Rare Disease, and the ability to translate insights into recommendations that improve the patient journey design and effectiveness.

Key responsibilities for the Patient Experience role include, but are not limited to:

• • Patient Experience Strategy:  Support strategy development by synthesizing patient insights into clear, prioritized experience improvements for team decision-making and drive cross-functional execution to realize tangible business results.

  • Collaboration- centric:  Partner across the patient support hub/Our Company Access Program, data strategy/IT, distribution/specialty pharmacy, field access, market access, legal/regulatory, pharmacovigilance, and privacy to ensure optimal design integration, data ecosystem, and appropriate contractual agreements.

  • Performance Measurement Framework: Mobilize stakeholders to establish and oversee the patient experience measurement framework and dashboards that enable impactful decision making and continuous patient journey optimization. 

  • Continuous Improvement:  Monitor and maintain a comprehensive overview of the end-to-end patient treatment experience.

  • Patient Support Innovation: Identify and support execution on emerging capabilities, AI enhancements and unique platforms to enhance patient journey and future-state designs for Rare Disease.

  • Executional Excellence: Translate business objectives into clear, actionable execution plans. Develop and maintain project timelines, resource plans and risk logs 

  • Oversee Budget: Manage budget and spend across agencies, vendors and execution while managing key AOR and vendor relationships

  • Insights Orchestration:  Synthesize and translate complex data sets to identify drivers and opportunities to optimize the patient journey by uncovering patient barriers and generating actionable recommendations for improvement. 

  • Governance, compliance, and risk: Ensure all programs and documentation are compliant with FDA, OIG, state laws, kickback statutes, patient privacy/HIPAA, and adverse event and product complaint reporting. Partner with Legal/Compliance/PV on guardrails, approvals, and monitoring; maintain audit-ready documentation.

  • Team and culture:  Model inclusive leadership, psychological safety, and enterprise-wide collaboration. Challenge the status quo to elevate outcomes while maintaining compliance and patient centricity.

The successful candidate embraces a growth mindset, a willingness to tackle challenges, and a passion for learning, development, and greater team achievement.

Education:

Bachelor's degree or equivalent (BA/BS)

Requirements:

• 5+ years in pharma patient support, patient innovation, CX, coverage, access, distribution or consumer marketing (rare disease experience strongly preferred)

• Proven success in optimizing the patient experience (hub/SP operations, adherence, innovative patient solutions, affordability models, enhanced patient support)

• Experience implementing advanced technological capabilities and next-generation solutions with policy and compliance guardrails

• St