Head of Patient Support Programs

Posted 17 Jan 2020

Rockland, Massachusetts - United States

Req Id 202486


A career with EMD Serono is an ongoing journey of discovery: our 56,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. EMD Serono is a business of Merck KGaA, Darmstadt, Germany.

Your Role:

This position is centered on three key areas. The first, and more important, focuses on ensuring positive patient and HCP experiences with all EMD Serono products. This includes reducing patient and HCP burdens, providing differentiated patient services, and partnering with all stakeholders within the patient journey to optimize their experiences. The second is to oversee existing (and potential future) patient access programs, along with the day-to-day operations with a emphasis on operational excellence in support of patient needs. The third focuses on the development and execute of a medical benefit product / portfolio strategy to ensure that EMD Serono products are adequately reimbursed by payers. The ideal candidate will foster a patient centric culture and maintain strong operational discipline.  He/she will succeed by building collaborative partnerships across the enterprise, including the executive team, franchise leadership, and support functions (IT, Legal, Compliance). 


Areas of Focus:

Patient Centricity

  • Lead with As One for Patient mantra
  • Design and deliver best-in-class patient assistant programs (PAP); inclusive of conducting benchmarking and obtaining customer feedback
  • Establish business plans and goals to mobilize internal resources and drive improvements in customer loyalty and retention
  • Partner with various areas of the business (Marketing, Market Access, Government Relations) to ensure our patient focused culture and product value messages are effectively communicated to and recognized by our patients
  • Understand evolving trends in health care and patient preferences
  • Identify, implement, and monitor strategies and tactics to drive positive patient experiences with EMD Serono

Call Center Operations & Operational Efficiencies

  • Develop strategic operational goals and objectives, and identifies long-range productivity improvement goals and opportunities
  • Partner with enterprise leadership to develop and monitor metrics to measure success of performance, and to confirm that effective processes are implemented to enhance the experiences of our patients
  • Adapt and develop system, policies, and procedures to evolve in accordance with strategy
  • Design quantitative and qualitative performance metrics and report including those related to patient satisfaction, best in class service experience, staffing utilization, and financial performance
  • Develop and implement effective and efficient standards, protocols, processes, and reporting for ongoing / continuous improvement of operations
  • Identify and implement solutions to ensure operations are optimized to support capability utilization and support a scaled model if needed (care team roles, hours of operations, staffing, workflows)
  • Manages vendor relationships and supplier contracts; maintain business effectiveness and continuity, and ensure performance metrics are met
  • Ensure compliance with all company, industry, and government laws and guidelines
  • Develop and manage annual budget, and is responsible for adherence to budgets and explanations of variances

Medical Benefit Reimbursement

  • Lead strategies, tactics, and pull through (e.g. training) to ensure product access to patient, as well as the achievement of reimbursement objectives
  • Foster development of market access capabilities for existing and future products
  • Coordinate with market access to develop contracting strategies at GPO, IHN, and group practice level
  • Understand medical benefit market dynamics (e.g. coverage, reimbursement issues, emerging policies), and leverage to adjust strategies as required
  • Collaborate with cross functional partners to create product value proposition(s), and key messaging


Strategy & Collaboration

  • Develop strategy, tactics, accountability, KPIs to align to organization vision and mission; consider opportunities to elevate and potentially transform existing PSP area
  • Create effective inter-departmental collaboration between all therapeutic areas, field reimbursement, field nurses and call center operations
  • Coordinate with other business franchises to establish open communication system to ensure information is mutually shared to achieve optimal results

Team Effectiveness & Culture

  • Strive for a patient ownership mindset, drive towards differentiated patient services, leading to positive patient experiences and outcomes
  • Foster an environment that encourages leadership, ownership, and accountability for optimizing performance
  • Promote a culture of high performance and teamwork by fostering a positive, transparent, and focused working environment to achieve maximum results / performance
  • Provide training for the integration of new products, services, and regulations
  • Ensure appropriately skilled staff and recruited, onboarded, and retained
  • Accountable for compliance with contractual, accreditation and regulatory requirements for team

Performance Management (team)

  • Develop and fulfill a recruitment, selection, and retention strategy, inclusive of a performance management process that incorporates employee training and onboarding, team education and development
  • Establish performance expectations, and reward and recognize performance through accountability, performance management, and strong leadership
  • Provide leadership and motivate team through results oriented focus, clear communication and direction, delegation and active career development and coaching


Who You Are:

  • Strong workforce management experiences with a minimum of 12 years of call center and pharmaceutical healthcare experience
  • Progressive leadership experience that has metrically oriented accountability
  • Previous experience working with cross functional teams
  • Broad knowledge of related technology, tools, and practices in the customer service field to optimize customer satisfaction
  • Proven ability to lead a multi-level team of customer and field service staff with experience in leadership, people management, and team building
  • Strong problem solving and analytical skills
  • Skilled in leading strategic planning for customer service function
  • Serve as subject matter on topics pertaining to pharmaceutical reimbursement, managed care, patient access, and patient assistance program operations
  • Ability to travel domestically as needed



What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!


Curious? Apply and find more information at https://jobs.vibrantm.com


The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.


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