Head of Patient Solutions

Key Responsibilities

• Drive development and execution of a comprehensive patient engagement strategy for marketed indications and brand support programs.
• Deliver end-to-end, personalized patient journeys across channels (personal and non-personal) using digital/omnichannel capabilities and data-driven insights.
• Integrate the voice of the patient into patient journeys and solutions.
• Ensure performance of Patient Support Programs across the full journey: diagnosis, treatment decision, treatment fulfillment, adherence, and disease management.
• Establish guardrails between stakeholder communities and follow legal/compliance guidance.
• Provide thought leadership on evolving technologies and recommend improved patient/customer engagement models.
• Oversee affordability and copay experience strategy and programs.

• Oversee end-to-end patient experience strategy/tactics (in-line and pipeline) and create a seamless patient journey.
• Define differentiated digital/omnichannel approach using holistic customer insights; coordinate execution across indication/therapeutic area teams.
• Use technology to enable improved customer/patient experience; centrally govern programs and ensure compliance with industry standards and regulations.

• Build Patient Experience team capabilities; define performance metrics aligned to US goals and intervene to drive results.
• Set strategy for next-gen digital/omnichannel capabilities; champion new ways of working.
• Attract, coach, develop, and retain a high-performing patient solutions team.

• Extensive commercial customer engagement strategy/execution (preferably oncology/immunology).
• Knowledge of patient journeys; experience with product launches/patient services.
• Strategic thinking, problem-solving, analytics; adapt to changing markets.
• Experience managing strategic vendor partnerships.
• Strong leadership/influence in a non-hierarchical culture; ability to inspire and motivate.
• Cross-functional collaboration (Sales, Marketing, Medical, Market Access, Legal, Compliance, Analytics, Operations, Patient Experience).
• Familiarity with digital/omnichannel, agile content, and data/analytics.
• BA/BS; advanced degree (MBA/PhD) preferred; flexible travel as needed.
• Pharmaceutical industry experience across product life cycle (commercial management preferred).