Position Location: King of Prussia (Hybrid)
At CSL people and patients are our passion. The Senior Director/Head of Patient Experience is a multi-disciplinary leadership position responsible for leading efforts across the US commercial team to enhance the patient experience for patients on CSL Behring’s US portfolio of life saving specialty therapeutics.
They will be responsible for leading innovation across the patient experience understanding the needs of patients, caregivers, and customers in a relentless pursuit of excellence. They will also oversee execution across the patient journey, championing collaboration and superior performance to optimize patient level access and experience for exceptional patient outcomes.
With line management responsibilities spanning patient services, reimbursement, patient engagement and donations, the Sr. Director/head of patient experience will define integrated multi-functional strategies that provide a differentiated patient experience across the patient journey. This leader will oversee a team of greater than 30 direct and indirect reports across head office and field-based teams in addition to strategic vendor engagements across CSL Behring’s integrated patient program ecosystem.
This leader understands the complexity of the US market and will actively collaborate with leadership across all US commercial functions ensuring alignment on integrated strategic plans and efficient and scaled execution across the portfolio. This position will interface with a multidisciplinary team with members from Marketing, Sales, Medical Affairs, Compliance, Healthcare Systems and Operations. Total 5 direct reports and >30 indirect reports. Some domestic travel is required.
Main Responsibilities and Accountabilities: List the roles and responsibilities of the position (please limit the number of responsibilities to the primary ten.)
1. Lead development of strategies to optimize the experience for patients on CSL Behring’s US portfolio of products. Scope includes both in-line and products in development.
2. Lead multidisciplinary functions to develop tactical plans across patient services, field reimbursement, patient engagement, and donations. Ensure execution in market is integrated and coordinated across all functions to drive superior patient outcomes increasing patient access, start rates and adherence to therapy.
3. Operate as strategic advisor to the US leadership team on all elements of the patient experience including reimbursement, patient support, and engagement. Work with cross functional partners to engage external stakeholders to improve reimbursement and patient access to therapy.
4. Serve as a champion for patients, ensuring their needs and preferences are appropriately prioritized in program design and implementation. Advocate for patient-centric approaches within the organization.
5. Set the vendor engagement strategy across the patient experience to deliver effective and efficient support that elevates in market perception of CSL Behring brands through seamless delivery of solutions that amplify brand strategies.
6. Build and maintain relationships with external partners, including patient advocacy organizations, vendors, specialty pharmacies, and healthcare providers, to support the delivery of comprehensive patient support services.
7. Establish key performance indicators (KPIs) and metrics to assess the impact and effectiveness of patient services initiatives. Monitor performance against targets and provide regular reports to senior management.
8. Responsible for the management of the patient experience budget. In collaboration with Cross-Functional team, responsible for 1 year operational plan and budget for all Brand Programs to include identifying adequate resourcing to support strategic and tactical requirements.
9. Responsible for the effective leadership of the multifunctional patient experience team including continuous investment in the attraction, retention and development of talent.
Qualifications:
Bachelor’s degree required (business /management, healthcare discipline or life sciences preferred). MBA or other post graduate qualifications an asset.
Experience
Professional with 12+ years’ experience required from relevant roles within the pharmaceutical industry including multidisciplinary commercial leadership roles.
Requires broad management and leadership experience in leading design and execution of initiatives with cross functional scope that impact the patient journey.
Experience in at least one and preferably multiple disciplines across patient services, reimbursement and patient engagement.
Demonstrated ability to influence and drive change with peers and Executive Management. Ability to lead through ambiguity and be a change agent where multiple stakeholders have conflicting views.
Our Benefits
CSL employees that work at least 30 hours per week are eligible for benefits effective day 1. We are committed to the wellbeing of our employees and their loved ones. CSL offers resources and benefits, from health care to financial protection, so you can focus on doing work that matters. Our benefits are designed to support the needs of our employees at every stage of their life. Whether you are considering starting a family, need help paying for emergency back up care or summer camp, looking for mental health resources, planning for your financial future, or supporting your favorite charity with a matching contribution, CSL has many benefits to help achieve your goals.
Please take the time to review our benefits site to see what’s available to you as a CSL employee.
About CSL Behring
CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. Learn more about CSL Behring.
We want CSL to reflect the world around us
As a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about Diversity & Inclusion at CSL.