Executive Director, Patient Solutions

A global biopharmaceutical company on a mission to Solve On, Incyte follows science to find solutions for patients with unmet medical needs. Through the discovery, development, and commercialization of proprietary therapeutics, Incyte has established a portfolio of first-in-class medicines for patients and a strong pipeline of products in Hematology, Oncology and Inflammation and Autoimmunity

Headquartered in Wilmington, Delaware, Incyte has operations in North America, Europe, and Asia.

 

The Head of Patient Solutions is an enterprise leader responsible for building and advancing the organization's patient experience strategy— across early pipeline assets, in-line products, cross-portfolio initiatives, and the evolving policy and regulatory landscape. You will be responsible for delivering integrated, personalized, and an overall excellent end-to-end patient experience, driving towards transformative, innovative, holistic patient impact all the way from appropriate diagnosis, treatment decision, treatment fulfillment to adherence and disease management. Your focus will be on making processes simpler, more reliable and aligned to patient needs. We value people who bring clear thinking, collaboration, curiosity and a focus on measurable impact. This role offers growth, the chance to shape patient journeys at scale, and the opportunity to unite science, technology and talent to get ahead of disease together.

This role is part of the US PSE Leadership Team (LT) which is led by the Head of Patient Solutions and Experience.
This role will work closely with Brand, Access, Analytics, Commercial Operations, Legal, Compliance and Regulatory to ensure a seamless patient experience.

Essential Functions of the Job (Key Responsibilities)

KEY DUTIES AND RESPONSIBILITIES

• Drive the development and execution for the comprehensive patient engagement strategy for marketed indications of all brands to achieve exceptional patient and provider experience with Incyte’s support programs.
• Responsible for the delivery of end-to-end personalized patient journeys that contribute to an integrated and excellent experience for all patients, as well as medical community stakeholders, through a wide range of fit-for-purpose personal and non-personal channels, across indications, therapeutic areas and geographies, enabled by digital and omnichannel capabilities and data-driven insights. Ensure patient centricity in all our stakeholder strategies and execution by elevating the patient voice to the USLT and the organization
• Engaging with and listening to the voice of the patient to ensure the voice of the patient is integrated into our patient journey and solutions
• Accountable for the performance of Incytes Patient Support Programs measured by transformative, innovative, holistic patient impact across the entire patient journey, from appropriate diagnosis, treatment decision, treatment fulfillment, to adherence and disease management
• Ensure appropriate guardrails are in place between stakeholder communities and maintain appropriate, distinct responsibilities, following Incyte legal and compliance guidance
• Thought leadership – bring external trends and insights around evolving technologies and how best to apply them in the Incyte business context by recommending improved customer and patient engagement models
• Oversee Incyte’s affordability strategy and programs to ensure a seamless customer and patient copay experience

Define And Execute Patient Engagement Strategy

• Oversee the end-to-end patient experience, strategy and tactics to infuse the voice of the patient in our approach to delivery of support services across brands both in-line and pipeline.
• Create and maintain a seamless experience through the patient journey
• Define differentiated digital and omnichannel patient engagement approach building on holistic customer insights
• Ensure robust execution of strategy and seamless coordination across indication and TA teams by providing timely guidance, coaching and thought partnership
• Shape and utilize technology & new developments to enable customer & patient experience for services. 
• Ensure all customer service & patient programs are governed centrally and comply with industry standards and regulations. 

Team Coaching, Leadership And Capability Building

• Ensure the Patient Experience team have the skills & competencies to enable their customer & patient service responsibilities
• Foster and support strategic partnerships with various stakeholders to enhance customer engagement capability and effectiveness
• Define core performance metrics that align with US organizational strategic goals and priorities for different teams and communities within Patient Experience, and provide coaching, oversight and intervention for organizational performance against the metrics
• Define strategic vision of the next generation of Digital, Omnichannel and other innovative capabilities to support seamless patient journeys in personal and non-personal channels, build differentiated competitive advantage for Incyte
• Champion deployment of new capabilities and ways of working within Patient Experience teams and across the entire US organization
• Attract, coach, develop and retain a top performing patient solutions team

Skills And Competencies

• Extensive experience of Commercial customer and engagement strategy and execution, preferably in oncology and immunology
• In-depth knowledge of patient journeys and needs, funnel-based customer insights and engagement approach
• Extensive experience in product launch, preferably in patient services
• Distinctive strategic thinking, problem-solving and analytical skills, with demonstrated ability to adapt to rapidly changing internal and external markets
• Experience in managing strategic partnerships and relationships with vendors
• Strong leadership presence and interpersonal skills with the ability to inspire, influence and motivate teams in a non-hierarchical culture and adopting agile ways of working
• Ability to build relationships with stakeholders across different teams (e.g., Sales, Marketing, Medical, Market Access, Legal, Compliance, Analytics, Operations and Patient Experience).
• Strategic vision to continuously drive innovation and elevate patient experience
• Familiarity with best-in-class digital, omnichannel, agile content creation and review, and data & analytics capabilities within and outside of life sciences
• Fluency in data-driven decision making and ability to translate data & analytics insights into strategic implications and imperatives

Education, Experience And Qualifications

• Breadth of Pharmaceutical industry experience, ideally in a commercial management role throughout all phases of the product life cycle 
• Strong leadership and demonstrated experience leading a high performing team and fostering strong team culture.
• Proven ability to lead, influence and work cross functionally including delivery of a strategic plans.
• Proven ability to effectively analyze data to determine trends and inform strategy and improvement opportunities to enhance the patient experience
• Understanding of the legal and regulatory environment impacting patient services
• Previous experience managing patient support hubs and services
• Proven success working within a complex matrix organization
• Possess strong communication, presentation, and organizational skills
• Excellent collaboration skills with strong attention to detail and the ability to multi-task and manage complexity
• BA/BS degree, and/or advanced degree in a relevant field (MBA, PhD, etc.) preferred
• Flexible to travel based on business needs