Patient Experience Partner
hace 1 semana
ROLE SUMMARY
Focus on patient experience by understanding needs of patients in the market to achieve better state of care through key stakeholder engagement. Helps improve the patient journey experience improvement and be the face of the patient initiatives, like patients support programs.
Work with Key stakeholders to understand patient needs: External STH (HCPs and Institutions) and/ or Internal STH (Navigators, SHP, Patient Advocacy Leads, Medical, Marketing, PHI, Quality, Safety). Direct patient engagement would be limited to unbranded corporate communication (if permissible by local law).
The Patient Experience Partner (PEP) is at the center of the new organization, turning upside down the role we play in society delivering “breakthroughs that change patients’ lives” towards much more partnering, innovating, and leading impactful disruption. By doing so the PEP will be directly accountable to deliver better outcomes for patients, their community, the health ecosystem, and the organization, faster.
The PEP is an empowered leader and the local face of the organization leading all the initiatives aimed to impact patients´ quality of lives. The PEP will partner closely with all stakeholders directly in contact with the patient journey (in each therapeutic or disease area), gaining a deep understanding of their needs to deliver meaningful solutions.
This role is locally embedded in the health ecosystem, it is an integrated role to the Patient & Health Impact structure and independent to commercial/Sales.
The PEP provides support to patients enrolled in PSP (Patient Support Programs), (Patients Affordability Solutions), to access the treatment, facilitate adherence, improve understanding and management of their disease, and positively impact the patient's journey enabling the best experience possible for each patient.
The PEP executes the activities generated in the program aligned with each therapeutic area strategy, to provide added value to patients who use our innovative therapies, as well as evaluate patient satisfaction and behavior to generate insights that help to define strategies aligned to those needs.
ROLE RESPONSIBILITIES
The PEP focuses on the importance of bringing the outside in, working with partners to uncover all potential opportunities to transform outcomes for patients, faster. They also bring the inside out, to bring expertise, and knowledge to the health ecosystem.
The EP must coordinate and implement the best communication strategy for the program with the different stakeholders to ensure a patient experience according to their needs.
The PEP acts as trusted partner and is the primary (but non-exclusive) point of contact between stakeholders and the organization; the PEP shares the patient and stakeholder community needs internally, prioritizes, and secures resources, and drives solutions that deliver outcomes faster.
The PEP partners with patient journey stakeholders to remove roadblocks and unlock possibilities to deliver value for patients and the community
By overseeing the patient journey in its entirety, the PEP acts as a system thinker with the ability to identify shared purpose among stakeholders and leverages this to co-create solutions with stakeholders in the ecosystem
The PEP demonstrates personal purpose around improving the patient journey, as well as strong passion to create value and impact on the health ecosystem. They think from an Enterprise level, beyond boundaries and borders, to bring the best possible outcomes to both the local health environment, and more broadly, across CAC.
Daily Basis Activities (not limited to):
- Coordinate key strategies for program positioning with stakeholders involved in the patient journey.
- Execution of patient program strategies approved in the PSPs and other Specific Patient Initiative.
- Mapping and updating the patient journey according to the therapy and Institutional Hospital.
- Map and update the key stakeholders and other interests’ groups in the public and private institutions involved in the patient journey.
- Navigate and accompany patients on the internal processes of the social security institutions (in countries where the institution allows it).
- Support the patients in the coordination of the necessary requirements in the journey to access to treatment in public and private sectors.
- Mapping the pain points to communicate them to local teams generating insights for action plans to improve access, engagement, and relationships with different stakeholders.
- Constantly evaluate the patient experience to generate insights and sharing with internal areas for personalized decision making.
- Generate, design, and implement strategies to promote the program with the different targets.
- Periodically analyze the medical panel in coordination with the local team to keep key physicians per brand involved in the program.
- Identify areas of improvement according to the patients and country needs.
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