Organisation
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 to 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 the appropriate level of support to patients who are being treated with Client treatments in Neurology
• Lead decision making process required for the day-to-day running of each PSP to determine the best course of action to address customer and patients’ needs through PSPs.
• Identify opportunities for service efficiencies and capacity management, on a monthly basis, in collaboration with 3rd party vendor
• Ensure the standards are agreed with third-party, and processes are followed to provide effective patient services
• Manage cross functional communication between vendor and Client teams and vice versa.
• Identify opportunities for service efficiencies and capacity management to ensure processes are followed to provide an effective patient service via weekly 1:1s with Vendor
• Manage performance of third-party vendors through robust KPIs, supporting issues management and resolution so that service levels are met and KPIs achieved including appropriate oversight of third-party vendors’ allocated staff and hold third party accountable when necessary
• Proactively escalate challenging issues to senior management, where required, providing all necessary information required to aid critical decision making.
• Support internal quarterly PSP review meetings with Senior Client ALT leaders and service provider to provide progress updates and clarity when required.
• Support the development of high-quality training for third-party vendor Nurses, in collaboration with the Nurse Manager and Client Medical Teams
• Regular audit of Nurse related pass-through costs from vendor
• Support the Patient Services Lead with PSP development, resource and capability planning and PSP approval process
• Act as PSP point of contact for Client functions’ PV, QA, Med Info, OEC, Medical and cross functional Brand Teams
• Deliver PSP monitoring plans and annual OEC PSP monitoring
• Ensure appropriate PSP program records are kept (vendor training, vendor patient and clinical documentation, PV records, risk minimization measures)
• Lead service delivery with 100% compliance including Client, Regulatory, PV, ABPI and legal frameworks, as required
Develop best in class patient experience
• Support the Neurology Medical Manager & Patient Services Lead with delivering on our patient experience strategy and PSP service development in line with Client’s strategic business planning processes.
• Work with other senior leaders to support brand strategy in delivering exceptional patient experience
• Review Global PSP materials in collaboration with the Medical Manager for localization and implementation when required
• Support the Medical Plan with materials and service opportunities and development.
• Provide content support & creation of patient materials to ensure these meet the needs of the PSP.
• Accountable for management of all PSP Programme documentation, Patient and HCP materials and RMP documentation related to the PSP including timely mandatory updates and re-certification, in collaboration with the Medical Manager and Brand Manager.
• Develop and update relevant Nurse training/briefing materials to support Medical Manager
In Scope
• Lead external collaboration with NHS stakeholders and third-party Nurse Manager to optimise service pathways through service review meetings.
• Build strong relationships with HCPs and NHS Management in order to optimize service pathways
• Facilitate support to NHS to maximise their knowledge and expertise around the PSP Programme and Patient management.
• Develop and maintain in depth knowledge for assigned product(s)/relevant therapeutic area(s) through attendance/participation at key internal meetings/training sessions, relevant congresses and seminars
• Deliver relevant technical training and briefing to sales and brand teams when required, develop and update relevant training/briefing materials
• Build strong relationships with Global PSP lead(s) to share best practice and learnings
• Ensure budgets, timelines and compliance requirements are factored into PSP activities
• Monitor the environment for competitive intelligence on PSP activities
• Provide input, as required, into the development of product or TA specific strategic medical affairs plans and Commercial Brand Team processes and product launches aligned to Neurology
• Respond to reactive medical information requests in the field, where required, related to assigned product(s)/relevant therapeutic areas(s)
• Deliver proactive Medical Affairs scientific content to support the optimization of service pathways
Competencies
• Demonstrated high performance matrix leader who can lead people across functions through inspiration and vision
• Ability to decide smart and sure aligned to medical objectives
• Ability to be agile and accountable in line with core responsibilities
• Demonstrated track record of being clear and courageous when escalating issues or efficiencies to senior leadership team
• Demonstrate ability to make possibilities real through constant innovative thinking, collaboration and 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 of building and driving multi stakeholder initiatives including effective third party vendor leadership and management – preferred
• Experience in co-creation and implementation of sustainable PSPs – preferred
• Experience of internal and external audits, including regulatory, compliance and legal frameworks
• Expert knowledge in a relevant therapeutic specialty – preferred. Demonstrates proactive interest in developing and maintaining expert knowledge for assigned therapeutic area/product
• Proven to demonstrate sound judgement, strong planning, organizational and project management skills
• Excellent written, spoken interpersonal and presentation skillsand ability to communicate with a variety of roles and cultures
• High customer orientation and patient centric
• Working knowledge of the ABPI code of practice – preferred. Strong commitment to compliance with the relevant rules and procedures, to ensure high scientific quality and integrity
• Experience being an active contributor to cross-functional teams and/or working in a matrix organization desirable
• Ability to work independently with limited guidance/oversight, but open to direction from senior leaders
• Ability to demonstrate a strong sense of urgency to deliver to high standards
• Satisfactory enhance DBS check