Patient Experience Manager- Pharma (Hybrid- Lawrenceville, NJ)

Responsibilities

• Talk directly to patients, caregivers and people with lived experience across various therapeutic areas to capture and accurately document their health journey.
• Execute 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 experience.
• Support the growing volume of the Share To Inspire program by documenting patient/caregiver stories for internal and external business engagements.
• Interview patients/caregivers and accurately document their health journeys, focusing on Cardiovascular, Immunology, Fibrosis, Hematology, Oncology, and Neurology therapeutic areas.
• Work closely with the company’s Medical Leads on patient/caregiver interviews for end-to-end story compilation and support, including interview prep, discussions, post-interview story note review/assessment, and validating clinical/story details as needed.
• Report adverse events per the company's protocol and send post-interview follow-up communication(s) to patients/caregivers, such as thank you emails, requests for additional or clarifying clinical information, and close the loop emails.
• Enter patient/caregiver profile story details into the patient database ensuring all fields are complete and accurate for data integrity.
• Upload interview recordings, transcripts, and patient pictures into the 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 and 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.
• Aid in 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.
• Aid the Sr. Manager Patient Recruiting with Share To Inspire projects as needed to support promotion of the program and bolster priority patient/caregiver recruitment.
• Assist with patient data pulls and metric tracking as needed.

Requirements

• 3+ years of patient/caregiver experience & patient interview experience
• 3+ years experience documenting detailed clinical/health journeys
• 3+ years experience in Biopharma space
• 3+ years with MS Office 365 products (Outlook/Word/PowerPoint/Excel) with experience using AI tools
• Ability to maintain professionalism and composure during patient/caregiver interviews and emotionally compartmentalize verbatim recounting of difficult and sometimes tragic health journeys
• Strong track record of creative problem solving, prefer experience using AI tools
• Bachelor's degree required; Degree in clinical/life sciences preferred