Associate Director, Patient Support Data Strategy & Management

Merck•North Wales, PA

11d•$142,400 - $224,100•Hybrid

About The Position

The Associate Director, Patient Support Data Strategy & Management leads the end-to-end data and insights strategy for a brand’s Patient Support Program across hub services, specialty pharmacies, adherence programs, and emerging support channels. The role designs the data foundation, measurement framework, and reporting approach to understand patient progression from prescription through access, onboarding, fulfillment, adherence, and persistence. As the brand-specific Patient Support Program data subject matter expert, this person translates data structure, availability, and patient-level signals into recommendations that inform program design, channel investment, patient engagement, and operational action. The role partners with Patient Experience, data and analytics, hub and specialty pharmacy operations, field access, marketing, and external vendors to maintain data integrity, operationalize data flows, identify emerging risks and root causes, and connect insights to action. The position also leads development and implementation of measurement frameworks, patient segmentation and risk-scoring approaches, dashboards, and routine reports. It drives cross-functional execution and contributes to vendor data contracting strategy and oversight. The role is hybrid, with 10% travel and no relocation offered.

Requirements

Bachelor’s degree or equivalent (BA/BS) required.
At least 5 years of experience in pharmaceuticals or healthcare in patient support programs, patient experience, data and analytics, access and reimbursement, specialty pharmacy, or related areas.
Deep understanding of hub services, specialty pharmacy operations, patient status codes, prescription fulfillment workflows, and Patient Support Program reporting.
Demonstrated experience using operational, journey, or customer data to identify barriers, assess performance, and drive measurable process or program improvements.
Experience defining KPIs, business requirements, data specifications, and dashboards for complex cross-functional programs.
Strong strategic and analytical thinking, with the ability to translate complex data and insights 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 the ability to synthesize insights, implications, and recommended actions for senior stakeholders.
High degree of integrity, attention to detail, and accountability.
Required skills listed include adaptability, advertising campaign development, agile methodology, business decisions, complex analysis, creative campaign development, data aggregation, data integrity, data management platforms, decision making, digital analytics, influencing skills, liaison work, managing ambiguity, marketing budget management, marketing strategy implementation, market research, multitasking, partner relationship management, people leadership, pharmaceutical industry, pharmacy benefits management, pricing strategies, and principles of marketing.

Nice To Haves

Experience in respiratory, specialty therapeutics, or complex reimbursement and access environments.
Experience with Patient Support Program data models, vendor data feeds, data aggregators, and data-quality management.
Experience with customer experience and analytics tools, including journey mapping, CRM or case-management systems, call analytics, and business intelligence platforms such as Power BI.
Experience developing patient segmentation, predictive analytics, or risk-scoring approaches.
Experience managing vendors and external partners, including data requirements, contracts, service levels, and performance management.

Responsibilities

Lead end-to-end brand data strategy, design, and mapping for Patient Support Programs across hub services, specialty pharmacies, adherence programs, and new channels.
Translate strategic priorities and analytical findings into plans, data specifications, deliverables, service-level expectations, and enhanced service requirements.
Lead Patient Support Program data management and integrity to support timely, confident decision-making.
Drive execution across workstreams, including timeline management, risk mitigation, issue resolution, and stakeholder alignment.
Manage the day-to-day brand-side interface with internal and external partners and vendors on data delivery, program activation, performance, and continuous improvement.
Drive customer experience data enablement across key customer groups.
Serve as the brand-specific Patient Support Program data subject matter expert and turn data structure and availability into recommendations for program design, channel investment, and patient engagement strategy.
Collaborate across departments with vendors and data aggregators to operationalize data strategy and embed insights in ongoing program management.
Lead the strategy and implementation of a post-prescription Patient Support Program measurement framework, defining KPIs and data flows to detect patient risk signals early enough for proactive intervention.
Develop segmentation and risk-scoring models to identify patients likely to delay their first fill or discontinue treatment so program operations can intervene before disengagement.
Develop dashboards and routine reports that measure program performance, flag emerging trends and root causes, and recommend actions for brand and program leadership.
Collaborate and communicate across business unit teams to ensure findings lead to concrete changes in outreach cadence, channel mix, or program design.
Contribute to vendor data contracting strategy and oversight.