1.Patient Services Material Development and Oversight
*Collaborate with US Business teams (marketing, medical, legal, regulatory, etc.) to develop communication strategies and implement material related to PS customer written and verbal interactions (talking points, letters, emails, faxes, training material, etc.)
*Determines what information can be shared by PS with customers, creates talking points and/or scripts to support discussions and supports implementation of new/updated material. Provides direction and oversight to Operations Leadership on when/how to use of talking points are required.
*Implements and manages cross-functional document review process, including definition, communication and continuous improvement of process steps, roles & responsibilities, and escalation path to ensure documents are updated based on the defined requirements
2.Departmental Knowledge Management
*Creates and maintains departmental practices, scripts, frequently asked questions, and letters which consist of promotional language for Patient Services department that are consistent with brand strategy and legal and regulatory requirements
*Identifies areas of improvement in content to support business and customer needs. Researches market trends and developments in knowledge management with respect to technology, templates, document management; suggests alternate solutions
*Manages PS department knowledge management structure and system.
*Identify and resolve system issues. Liaises with IT Business Analysts and programmers for ongoing system development to improve organizational and program performance.
*Leads business implementation surrounding enhancements or changes to current/ move to a new knowledge management system including managing document migration, providing system knowledge to training material creation and providing post launch support to end users
*Manages program KPIs and reports on quarterly basis
*Pulls through implementation of promotional guardrails by creating and implementing policies and other documentation that applies to Patient Services as determined by US Commercial Legal, Regulatory, Marketing, Commercial and Promotional Compliance.
*Works with Operations Leadership to determine communication and training associated with new policies/procedures and creates material as needed
4. Promotional Review Committee:
*Manage submissions and represents Patient Services at cross departmental Promotional Review Committee (PRC) for 2-4 different BIIB products.
*Partners with medical, legal, regulatory, drug safety and marketing representatives to ensure record approval.
*Use strong knowledge of PS business needs to explain needs and influence PRC members to ensure content is as user and customer-friendly as possible while still aligned with legal and regulatory requirements
*Collaborates with legal, regulatory, drug safety and marketing representatives to discuss new content or significant changes to existing content to ensure they are aligned with each groups regulations/requirements
5. PS Commercial Policies and Escalation Management:
*Develops and maintains commercial policies for Patient Services as determined by Commercial Compliance, Legal, Regulatory, and PS Leadership to provide consistent guidance for PS business practices. Ensures policy approvals by appropriate individuals.
*Leads implementation of policies, departmental roll out as well as ongoing departmental oversight
*Identifies risk and sets forth mitigating corrective action with appropriate guidance
*Owns PS Escalation process from creation to continuous improvement based on ongoing feedback from Legal, Regulatory, Compliance & PS Leadership
*Leads PS Escalations team by escalation tracking, recommendation for remediation,
Identifying escalation trends, determine root cause in partnership with regulatory
*Report on and Communicate status of escalations to PS Leadership on ongoing basis
3-5 years' experience within Patient Services or Patient Support Industry
Technical writing ability (ability to write and edit for clarity, conciseness, and accuracy)
Ability to produce clear and concise written and verbal communications
Ability to influence and facilitate effective outcomes without authority
All your information will be kept confidential according to EEO guidelines.