Patient Experience Manager

Job Description

The Patient Experience Manager (PEM) will lead the design, implementation, and management of patient support programs (PSPs) aimed at enhancing patient experience and outcomes. This role involves collaboration with internal teams and external partners to ensure programs are patient-centric, compliant, and effective.

Key Responsibilities Of The Role

• Program Design & Strategy Develop and refine a comprehensive patient experience strategy that aligns with patient needs and company objectives.
• Collaboration Work closely with Business Units (BUs), legal, compliance, and other stakeholders to ensure PSPs are designed and executed in accordance with regulatory guidelines and best practices.
• Implementation & Execution Oversee the implementation of various patient support initiatives, including Nurse Support Programs, ensuring adherence to protocols and improving patient outcomes.
• Data Analysis & Insights Collect and analyze patient insights to inform program development and optimize communication strategies. Utilize analytical models to personalize patient support.
• KPI Development & Monitoring Define, track, and report on key performance indicators (KPIs) to assess the effectiveness of PSPs. Identify areas for improvement and collaborate with relevant teams to implement changes.
• Stakeholder Coordination Facilitate communication and coordination among cross-functional teams and external vendors to address emerging issues and enhance program delivery.
• Training & Education Collaborate with compliance and legal teams to develop training materials and educational resources for internal personnel regarding the purpose and execution of non-promotional PSPs.
  
  

Qualifications

Required Experience and Skills

• Minimum of 5 years of experience in the pharmaceutical industry within a Commercial function, including Marketing, Market Access, Customer Experience, Strategic Planning
• Process-oriented with strong project management skills
• Strategic and tactical planning skills
• Excellent collaboration skills with a demonstrated ability to work across various organizational levels.
• High level of compliance awareness and understanding of regulatory requirements.
  
  

Preferred

• Prior experience in design and execution of patient support programs
• Exceptional communication and interpersonal skills.
• Familiarity with data analytics and patient engagement strategies.
  
  

Soft Skills empathy, problem-solving, and adaptability in the role

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status

Regular

Relocation

VISA Sponsorship

Travel Requirements

Flexible Work Arrangements

Hybrid

Shift

Valid Driving License

Hazardous Material(s)

Job Posting End Date

01/31/2025

• A job posting is effective until 11 59 59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
  
  

Requisition ID R330137