Associate Director, Patient Experience, Respiratory

MSD • Rahway, PA

9d • Hybrid

About The Position

Our company is dedicated to delivering innovations that extend and improve the lives of patients worldwide. We are committed to ensuring that patients can access and benefit from our therapies through thoughtful, patient-centered solutions and strong cross-functional collaboration. The Associate Director, U.S. Patient Experience - Respiratory will play a critical role in shaping and delivering a best-in-class patient experience across the end-to-end journey—from prescription through access, onboarding, and long-term adherence. This individual will serve as a key member of the Patient Experience team, operating within a highly integrated ecosystem across hub services, specialty pharmacy, field access, and data/analytics. This role is responsible for translating the patient strategy into clear specifications, SLAs and enhanced service requirements for Hub, SP and other delivery partners, managing the day to day brand-side interface with internal and external partners on program activation, performance and issue resolution and helping drive the orchestration and continuous optimization of the patient journey. The Associate Director will combine strategic thinking, cross-functional leadership, and strong executional discipline to deliver measurable patient and business impact.

Requirements

• 5+ years of experience in pharmaceuticals or healthcare, with a background in patient experience, patient support programs, access/reimbursement, specialty pharmacy, or related areas
• Demonstrated experience supporting or optimizing end-to-end patient journeys and patient support models
• Strong strategic thinking and ability to translate insights and data into actionable business recommendations
• Proven ability to lead cross-functional initiatives and influence without direct authority in a matrixed environment
• Experience managing multiple priorities and delivering results in a fast-paced, complex environment
• Strong communication and storytelling skills, including ability to synthesize insights for senior stakeholders
• Demonstrated ability to leverage data analytics, customer insights, and operational learnings to inform decision-making
• High degree of integrity, attention to detail, and accountability
• Bachelor’s degree or equivalent (BA/BS) required

Nice To Haves

• Experience in respiratory, specialty therapeutics, or complex reimbursement/access environments
• Strong understanding of hub services, specialty pharmacy operations, and patient support ecosystems
• Experience with customer experience tools (e.g., journey mapping, CRM/case management systems, call analytics)
• Familiarity with business intelligence platforms (e.g., Tableau, Power BI)
• Experience managing vendors, agencies, and external partners, including contracts and performance management

Responsibilities

• Support the operationalization, activation and optimization of the end-to-end patient experience strategy, spanning access, fulfillment, and adherence
• Translate operational insights into prioritized experience improvements and strategic recommendations
• Champion a test-and-learn approach to continuously enhance the patient experience including identifying digital/data driven opportunities
• Partner across hub services, specialty pharmacy, field access, market access, marketing, data/analytics, legal, and compliance to ensure coordinated execution
• Ensure seamless integration across stakeholders, ensuring effective handoffs and alignment across all touchpoints in the patient journey
• Support a proactive, insight-driven model that enables early identification and resolution of patient access and adherence risks
• Lead execution of key patient experience initiatives, translating strategic priorities into clear, actionable plans, deliverables, SLAs, requirements and enhanced services
• Drive disciplined execution across multiple workstreams, including timeline management, risk mitigation, and stakeholder alignment
• Support management of external partners and vendors, including agency and service providers, ensuring high-quality delivery and performance

Benefits

• medical, dental, vision healthcare and other insurance benefits (for employee and family)
• retirement benefits, including 401(k)
• paid holidays, vacation, and compassionate and sick days
• annual bonus
• long-term incentive

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level