Associate Director, Patient Support Data Strategy & Management

MSD • North Wales, PA

5d • $142,400 - $224,100 • 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, Patient Support Data Strategy & Management - Our product will lead the end-to-end data and insights strategy for the Patient Support Program across hub services, specialty pharmacies, adherence programs, and emerging support channels. This individual will design the data foundation, measurement framework, and reporting approach needed to understand patient progression from prescription through access, onboarding, fulfillment, adherence, and persistence.
Serving as the brand-specific Patient Support Program data subject matter expert, the Associate Director will translate data structure, availability, and patient-level signals into recommendations that inform program design, channel investment, patient engagement, and operational action. The role will partner across Patient Experience, data and analytics, hub and specialty pharmacy operations, field access, marketing, and external vendors to ensure data integrity, operationalize data flows, identify emerging risks and root causes, and close the loop between insight and action.

Requirements

• 5+ years of experience in pharmaceuticals or healthcare, with experience 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.

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 & mapping for Patient Support Program, including Hub, Specialty Pharmacies, adherence programs and new channels, designed at the outset to support insight generation
• Translate strategic priorities and analytical findings into clear plans, data specifications, deliverables, service-level expectations, and enhanced service requirements.
• Lead Patient Support Program data management & integrity to support confident, timely decision-making
• Drive disciplined execution across multiple workstreams, including timeline management, risk mitigation, issue resolution, and stakeholder alignment.
• Manage the day-to-day brand-side interface with external/internal partners and vendors on data delivery, program activation, performance, and continuous improvement.
• Drive CX data enablement across key customer groups
• Serve as brand-specific Patient Support Program (PSP) data SME, translating data structure and availability into recommendations that inform program design, channel investment, and patient engagement strategy
• Lead cross-department collaboration with vendors and data aggregators to operationalize the data strategy and ensure insights are embedded in ongoing program management.
• Lead strategy and implementation of establish post-script Patient Support Program measurement framework, defining the KPIs and data flows needed to detect patient risk signals (such as delayed fill, early discontinuation, or disengagement from support touchpoints) early enough to enable proactive intervention
• Develop segmentation and risk-scoring models that identify patients likely to delay their first fill or discontinue treatment, enabling PSP operations to intervene before disengagement occurs
• Develop dashboards and routine reports to measure Patient Support Program performance to flag emerging trends, root causes, and recommended actions for brand and PSP leadership
• Responsible for cross functional collaboration & communication to ensure seamless execution across all BU teams to close the loop between insight and action, ensuring findings translate into concrete changes to outreach cadence, channel mix, or program design
• Core contributor to developing vendor data contracting strategy & oversight

Benefits

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

What This Job Offers

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