Associate Director, Patient CRM Business Analyst

Madrigal Pharmaceuticals•Waltham, MA

About The Position

Madrigal is a biopharmaceutical company focused on delivering novel therapeutics for metabolic dysfunction-associated steatohepatitis (MASH), a serious liver disease that can progress to cirrhosis, liver failure, need for liver transplantation and premature mortality. Every member of our Madrigal team is connected by our shared purpose: leading the fight against MASH. Madrigal’s medication, Rezdiffra (resmetirom), is a once-daily, oral, liver-directed THR-β agonist designed to target key underlying causes of MASH. Rezdiffra is the first and only medication approved by both the FDA and European Commission for the treatment of MASH with moderate to advanced fibrosis (F2 to F3). An ongoing Phase 3 outcomes trial is evaluating Rezdiffra for the treatment of compensated MASH cirrhosis (F4c). Our success is driven by our people. We are building a dynamic, inclusive, and high-performing culture that values scientific excellence, operational rigor, and collaboration. To support our continued growth, we are strengthening our workforce strategy to ensure we have the right talent, at the right time, in the right way. The Associate Director, Patient CRM Business Analyst will lead the strategic design, process development, and optimization of the Patient Relationship Management (CRM) platform supporting Patient Access and Patient Services. This role will serve as the primary liaison between business stakeholders, IT, and external partners to ensure the CRM ecosystem delivers exceptional patient and provider experiences, operational efficiency, and compliance with regulatory standards. The ideal candidate will combine deep business understanding of patient support programs with strong Business Analysis, and systems capabilities. Field Teams, Specialty Pharmacies and HUB processes knowledge is recommended. Experience with Salesforce.com or similar healthcare CRM platforms is a plus.

Requirements

Bachelor’s degree required; advanced degree (MBA, MS, or equivalent) preferred.
10+ years of relevant experience, inclusive of experience with Patient CRM business processes, or Business Analysis roles within the pharmaceutical, biotech, or healthcare industry.
Demonstrated experience implementing or managing Patient Services and Patient Access or other healthcare-focused business processes.
Proven ability to manage business processes and their implementation—from vision and strategy through delivery and optimization.
Strong understanding of patient access, reimbursement, and support program processes.
Exceptional communication, stakeholder management, and problem-solving skills.
Experience with data analytics, reporting tools, and translating insights into business recommendations.

Nice To Haves

Field Teams, Specialty Pharmacies and HUB processes knowledge is recommended.
Experience with Salesforce.com or similar healthcare CRM platforms is a plus.

Responsibilities

Serve as the Business Analyst for the Patient CRM platforms, defining the vision, roadmap, and together with the Product Owner prioritized backlog to align with patient access and support goals.
Collaborate with cross-functional teams including Field Teams, Patient Services, Market Access, Trade, IT, Compliance, and external vendors to gather requirements and deliver scalable solutions.
Lead the design and implementation of new business processes through CRM features, integrations, and workflows that streamline patient onboarding, reimbursement, and case management processes.
Ensure business data integrity and leverage insights to drive improvements in patient engagement, adherence, and operational performance.
Partner with CRM Product Owner and implementation partners to ensure timely, quality delivery of enhancements and platform stability.
Support user adoption through training, documentation, and continuous improvement initiatives.
Maintain strict adherence to all privacy, security, and regulatory requirements governing patient data and healthcare systems.
Create requirements for complex reports and dashboards to satisfy User and Leadership reporting needs.
Produce documentation including Business Requirements Documents (BRDs), Functional Requirements / User Stories and Process flows.
Other duties as assigned