Program Lead, Patient Services

Responsible for the management of smaller scale business projects and processes; creation, design, execution, measurement and monitoring through effective project management and utilizing process improvement methodology. Will ensure business process outcomes are in harmony with Patient Service’s strategic goals. Manage projects related to business initiatives that result in operational efficiencies, process improvements, capability building, etc. Responsible for defining the project charter, leading the project team to achieve deliverables, ensuring stakeholder alignment and engagement throughout the process and ensuring effective communication and change management strategies are used throughout the project and implementation. Responsible for assessing the effective of the project post implementation and partnering with end users to ensure adoption and sustainability of the final product.

• Lead cross-functional project teams including, but not limited to: Patient Services, Marketing, Field, Nursing, Multichannel Excellence, Legal, Regulatory, Promotional Compliance, and IT to accomplish deliverables and meet project expectations.
• Develop project plans, validate metrics, identify leading/lagging indicators and action plans to achieve business targets. Strategic accountability and act as thought partner with Operations leadership in determining strategies to achieve targets.
• Assess environmental signals and potential impact to strategy; recommend mitigation plans. Develop and evaluate operational processes to drive effectiveness, quality and efficiencies. Identifies and brings forth opportunities for future enhancements. Solve business plan gaps and issues identified through trend analysis and metric indicators.
• Present innovation solutions in line with department and business objectives that align with the strategic imperatives. Domain expertise in all MS & SMA therapeutic areas and full process lifecycle.
• Develop implementation plan that includes trainings, communication timelines, update existing workflows, department practices, and job aids as required to implement the project or process change. Responsible for document creation and management (JAs, DPs, TPs) and incorporating feedback from PS Operations, customers and external partners to enhance documentation.
• Communicate effectively. Ability to cascade messaging in a clear, concise, and timely manner. Familiar with change management principles and ability to pull through key themes through all activities.

•3-5 years in a Patient Services role

• Previous patient services or service delivery experience
• At least 2 years of experience in process improvement and project management
• Demonstrated analysis and problem-solving skills
• Demonstrated success

Responsible for the management of smaller scale business projects and processes; creation, design, execution, measurement and monitoring through effective project management and utilizing process improvement methodology. Will ensure business process outcomes are in harmony with Patient Service’s strategic goals. Manage projects related to business initiatives that result in operational efficiencies, process improvements, capability building, etc.