Associate Director-Patient Experience
Position Purpose:
AZ is building the patient support program to bring patients better journey experience. This role will be responsible for leading this innovative solution come to life and contribute to understand patients’ needs and explore new ways for enabling patients to access to the service smoothly to improve patient journey experience.
Organization Structure:
This role directly reports to the Patient Service Center Lead and has 3+ subordinates.
Role Responsibilities:
- Ensure effective X-functional collaboration and alignment on patient support program design and implementation.
- Establish compliance working model for the patient support program based on the compliance requirements.
- Ensure the project manual, training materials, execution FAQs, onboarding are well-prepared and drive the project roll-out
- Organize internal communication to identify key findings and get alignment to further improve the patient support program’s impact.
- Coordinating with internal/external stakeholders to develop and implement appropriate programs (such as patient education programs...) based on patients’ needs to improve patient journey experience.
- Continuously explore eco-system partner collaborations to meet the regional healthcare priorities, especially on digital patient interaction channels and the establishment of corporate PSP system, while building a comprehensive and unified patient support system
- Design and implement virtual assistant to allow hybrid patient support model to put in the place to ensure more patients access to the service in a compliant manner
- Create the overall project tracking mechanism within compliance requirements to ensure the project deliver the right outcome
- Recruit talents to build the effective team and responsible for performance management for the team
Competencies
Healthcare Environment knowledge
-Knowledge of emerging stakeholders, like internet health landscape, CHI, DTP model, etc. and know how they impact the commercial model
Innovative patient solution execution
-Innovative campaign design and execution in details
-Address the key patient issues with creative approach
-Strong ability to drive the outcome
Influencing key partners
-Interactive and influence with internal x-functional team
-Drive collaboration with eco-system partners
People management
-Provide coaching to team members to support skill development
-Lead the team to success and drive the outcome
Compliance awareness &knowledge
-develop and execute the program under high compliance standard
-Commit to integrity and compliance
Job Requirements:
- Bachelor’s degree required. Background in pharmaceutical, healthcare industry is preferred.
- 10 years commercial experience in healthcare industry, better in patient advocacy/ engagement. and stakeholder relationship management (e.g., patients, patient groups, provider organizations), innovation or project operation division
- Experience and proven success in developing, managing, and executing the program independently.
- Experience in leading teams and influence the x-functional team to deliver the project outcome.
- Excellent communication skills and solid analytics experience including capabilities for uncovering deep patient insights and acting upon patient needs.
- Ability to facilitate stakeholder & customer commitments and act on customer insights.
- Ability to synthesize & communicate customer insights for planning.
AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.
