Patient Experience Manager

Title: Patient Experience Manager
Location: 50% onsite at Princeton Pike, New Jersey 08648 ( hybrid mode)
Duration: 12 Months

Position Summary
• The company is seeking an experienced and motivated professional to join our rapidly growing organization.
• Reporting to the Associate Director (AD), Patient Intake Strategy & Execution Lead, this critical position will be responsible for talking directly to patients, caregivers and people with lived experience across the company's current and future therapeutic areas to capture and accurately document their health journey.
• This role is responsible for the execution of integrated processes and procedures to support the Patient Intake Strategy & Execution Lead with patient/caregiver intake interviews, ensuring each person has a positive and welcoming introductory experience with the company.
• Strong relationship building skills are an important priority for the person in this role.
• The role will support growing volume of the "Share To Inspire" program, which focuses on documenting patient/caregiver stories for the company internal and external business engagements.
• The ideal candidate will have a passion for patients; be comfortable and skilled with interviewing patients to glean succinct clinical, diagnosis and treatment experiences; be an expert communicator; have keen attention to details to accurately document health stories to support the company business priorities.
• To be successful, the individual must have strong patient interaction/verbal interviewing skills and possess advanced writing skills to produce clear, accurate patient stories within required timelines to meet critical business needs.

Key Details
• Highly external-facing role that includes daily interactions with patients/caregivers (email & phone).
• Critical business partner, helping to intake and document patient/caregiver stories to enable engagement for stakeholders.

Key Responsibilities
• Interview patients/caregivers and accurately document their health journeys across all therapeutic areas- Cardiovascular, Immunology, Fibrosis, Hematology, Oncology and Neurology.
• Work closely with the company's Medical Leads on patient/caregiver interviews for end-to-end story compilation and support- Interview prep, discussions, post-interview story note review/assessment/label status and validating clinical/story details as needed.
• Report adverse events per the company's protocol.
• Send post-interview follow-up communication(s) to patients/caregivers: Thank you email, request for additional or clarifying clinical information, Close the Loop emails, ongoing responses as needed.
• Enter patient/caregiver profile story details into patient database ensuring all fields are complete and accurate for data integrity.
• Upload interview recordings, transcripts and patient pictures into patient database post discussions.
• Document interview details in team Recruiting Tracker & Shared Patient Tracker to provide line of sight into interview activities for key stakeholders (GP&PE, Voice Team, Comms Leads).
• Possess the ability to understand and capture key patient insights/learnings from each interview & communicate/document them for the GP&PE team.
• Collaborate with Patient Voice Leads and other key stakeholders on interview intake and prioritization to meet timely business needs.
• Assist with Share To Inspire opt in screenings and interview coordination to ensure timely patient/caregiver intake, including support with interview scheduling and contracting if/as needed.
• Assist Sr. Manager Patient Recruiting with Share To Inspire projects as needed to support promotion of the program and bolster priority patient/caregiver recruitment.
• Assist team with patient data pulls and metric tracking as needed.

Qualifications & Experience
• Bachelor's degree in clinical/life sciences preferred with relevant professional experience
• Minimum of 3 years' patient interviewing experience.
• Biotech/pharmaceutical industry experience
• Must possess a passion for our patients, have a demonstrated ability to build strong collaborative relationships with others, and demonstrate a strong track record of thinking creatively and strategically while executing tactically.
• Ability to maintain professionalism and composure during patient/caregiver interviews and emotionally compartmentalize verbatim recounting of difficult and sometimes tragic health journeys.
• Must be genuine, empathetic and compassionate in all patient/caregiver interactions.
• Ability to collaborate across a matrixed organization to meet business needs.
• Able to quickly learn and to operate within a complex, fast-paced, dynamic environment.
• Strong track record of creative problem solving, prefer experience using AI tools
• Highly organized with strong attention to detail
• Comfortable learning and embracing large-scale systems and processes
• Self-motivated, self-starter with a strong sense of urgency.
• Self-directed with proven ability to meet tight deadlines and balance multiple priorities
• Excellent verbal, written and interpersonal communications skills required.