Description
Organisation Overview
Client is an ambitious health business where people and quality of life come first. The experience of illness is personal, so we care about the things that matter to patients. As market leader, we team with partners to co-design health solutions around our innovative medicines for complex diseases, which improve standards of care. Helping people to be fit for work and family life is how we make a remarkable impact on the lives of men, women, and children.
Objectives
The National Patient Support Programme (PSP) Lead for Neurology is responsible for the successful implementation, management and optimisation of the Client PSPs through third party vendors for current and future PSPs aligned to the neurology therapeutic area. The PSP lead will ensure high quality standards are met through the delivery of the PSP to ensure seamless, credible and value-added service is provided to patients and NHS trusts. The PSP lead reports to the Medical Manager and will work closely with the Patient Services Lead, who has overall accountability for the running of Client PSPs in the UK.
Travel
50% travel, nationally
Key Responsibilities
Vendor Management/Operational Excellence
• Lead third party vendor business relationships to ensure high quality service that offers appropriate support to patients who are being treated with Client treatments in Neurology
• Lead decision making process required for day-to-day running of each PSP to determine best course of action addressing customer and patient needs through PSPs
• Identify opportunities for service efficiencies and capacity management on a monthly basis in collaboration with 3rd party vendor
• Ensure standards are agreed with third-party processes followed providing effective patient services
• Manage cross functional communication between vendor and Client teams
• Identify opportunities for service efficiencies ensuring processes followed provide effective patient service via weekly 1:1s with Vendor
• Manage performance of third-party vendors through robust KPIs supporting issues management resolution so that service levels met KPIs achieved including oversight allocated staff holding third party accountable when necessary
• Proactively escalate challenging issues senior management providing all necessary information required aiding critical decision making
• Support internal quarterly PSP review meetings Senior Client ALT leaders service provider providing progress updates clarity when required
• Support development high-quality training third-party vendor Nurses collaborating Nurse Manager Client Medical Teams
• Regular audit Nurse related pass-through costs from vendor
• Support Patient Services Lead with PSP development resource capability planning approval process
• Act as point contact functions’ PV QA Med Info OEC Medical cross functional Brand Teams
• Deliver monitoring plans annual OEC monitoring
• Ensure appropriate program records kept (vendor training patient clinical documentation PV records risk minimization measures)
• Lead delivery 100% compliance including Regulatory PV ABPI legal frameworks as required
Develop Best in Class Patient Experience
• Support Neurology Medical Manager & Patient Services Lead delivering patient experience strategy development line strategic business planning processes
• Work other senior leaders support brand strategy delivering exceptional patient experience
• Review Global materials collaboration Medical Manager localization implementation when required
• Support Medical Plan materials opportunities development
• Provide content support creation materials ensuring meet needs
• Accountable management all Programme documentation HCP materials RMP documentation timely mandatory updates re-certification collaborating Medical Brand Manager
• Develop update relevant Nurse training briefing materials supporting Medical Manager
In Scope
• Lead external collaboration NHS stakeholders third-party Nurse Manager optimizing pathways review meetings
• Build strong relationships HCPs NHS Management order optimize pathways
• Facilitate support NHS maximize knowledge expertise around Programme Management
• Develop maintain depth knowledge assigned product(s)/relevant therapeutic area(s) attendance participation key internal meetings/training sessions congresses seminars
• Deliver relevant technical training briefing sales brand teams develop update relevant training briefing materials
• Build strong relationships Global leads share best practice learnings
• Ensure budgets timelines compliance requirements factored into activities
• Monitor environment competitive intelligence activities
• Provide input into development product TA specific strategic medical affairs plans Commercial Brand Team processes launches aligned Neurology
• Respond reactive medical information requests field where required assigned product(s)/relevant therapeutic areas(s)
Deliver proactive Affairs scientific content supporting optimization pathways
Competencies
- Demonstrated high performance matrix leader leading across functions inspiration vision
- Ability decide smart sure aligned medical objectives
- Ability agile accountable line core responsibilities
- Demonstrated track record clear courageous escalating issues efficiencies senior leadership team
- Demonstrate ability make possibilities real constant innovative thinking collaboration solution oriented thinking
Qualifications and Experience
- Clinical background preferred but not essential
- Experienced people manager/matrix team manager within commercial/pharma company/clinical services organization – preferred
- Proven track record building driving multi stakeholder initiatives including effective leadership management – preferred
- Experience co-creation implementation sustainable – preferred
- Experience internal external audits regulatory compliance legal frameworks
Expert knowledge relevant specialty – preferred demonstrates proactive interest developing maintaining expert knowledge assigned therapeutic area/product
Proven demonstrate sound judgement strong planning organizational project management skills
Excellent written spoken interpersonal presentation skills ability communicate variety roles cultures High customer orientation patient centric Working knowledge ABPI code practice – preferred Strong commitment compliance rules procedures ensuring scientific quality integrity
Experience active contributor cross-functional teams working matrix organization desirable Ability work independently limited guidance oversight open direction senior leaders Ability demonstrate strong sense urgency deliver high standards Satisfactory enhance DBS check