Director - Patient Assistance Program Strategy & Operations

About the Department 

The Finance, Insights & Enterprise Solutions department brings insights and intelligence to inform decision making & drives digitalization and business solutions to attain NNI goals. Finance, Insights & Enterprise Solutions works closely across the organization to guide enterprise-wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. Our focus on innovation ensures we're constantly building future capabilities. We're responsible for regulating accounting, upholding workplace safety, managing our supply chain and sampling, supporting technological and data innovation, insights and analytics, delivering patient support solutions, maintaining our facilities and assuring the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent, and we reward hard work and dedication with opportunities for continuous learning and personal development. Are you ready to maximize your potential with us?

 

The Position

Accountable for the strategic development and execution of Patient Assistance Programs across Novo Nordisk, Inc. (NNI) portfolio to ensure Novo Nordisk's commitment of patient-centered care. Leads team responsible for operational efficiencies, program and vendor management. Works closely with Finance, Privacy, Legal/Compliance, Market Access & Public Affairs to manage strategy and operations for the PAP. Works with key internal stakeholders for continual improvement and eligibility requirement analyses. Responsible for monitoring external landscape and implementing change.

 

Relationships

Reports to the Executive Director, Patient Solutions, and leads the Patient Assistance Program. Works closely with PSP, Finance, Privacy, Legal/Compliance, Market Access & Public Affairs to manage strategy and operations for the PAP. Works with key internal and external stakeholders for continual improvement.

 

Essential Functions

• Serves as a subject matter expert in managing the PAP.  Partners with vendors and oversees development of program business rules
• Regularly works with internal partners to assess all aspects of the program eligibility requirements.  Partners with supply chain, PSP, pharmacy solutions, etc. to ensure compliant delivery of the program
• Accountable for the establishment, ongoing management and oversight of program budget across the PAP. Communicates program spends vs. budget on a monthly basis
• Maintains oversight of the approval of pharmacy redemption invoices via senior management
• Oversees the management of overall NNI relationship and performance with vendors:
  • Review and approval for various contracts; maintain contract compliance requirements
  • Monitors vendor performance via regular status meetings, monthly reporting and calibration calls
• Presents program metrics and financials to senior management
• Leads quarterly review meetings with key stakeholders and vendor contacts to ensure quality, compliance and program expectations
• Responds to patient and healthcare professionals’ escalated issues/complaints through appropriate customer-facing channels
• Tracks and analyzes marketplace trends to inform continue program optimizations
• Assess competitor services and market dynamics to anticipate future trends, related to both market offerings and consumer/user behavior needs and expectations, to develop and deliver appropriate solutions
• Leads the strategy, development and ongoing optimization of Patient and HCP Patient Support Program communications, education and database related to PAP
• Demonstrate a strong understanding of the patient and development of the patient journey, deriving insights from the data that will help to inform strategy and tactica