Head of Digital Transformation, Strategy, Patient Support Services

Biogen Idec•Research Triangle Park, NC

64d

About The Position

Biogen is seeking an innovative and strategic leader to serve as the Head of PSS, Evolution and Strategy within the Patient Support Services (PSS) team. This pivotal role will be responsible for the strategic ownership and execution of large strategic projects focused on improving the patient and HCP experience to modernize the business. The PSS Transformation Lead will leverage dedicated resources and work with the PSS team and cross-functional partners to enhance performance and service delivery with the goal of a best-in-class patient experience. These highly visible strategic projects will impact not only the perception of Biogen Patient Support Services with patients and providers across all Therapeutic areas but will also have the potential to make a significant positive impact on the employee experience and development. The individual hired into this role must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at handling multiple projects with tight deadlines and multiple stakeholders. This role owns ongoing planning, evaluation/measurement, and optimization of short-term and long-term program performance to enable impact for the company and patients. This is inclusive of end-to-end patient and provider journeys, as well as all patient support programs and services (onboarding, co-pay, adherence, e-services, hub operations, external landscape/monitoring, and shifting market dynamic). This role requires a highly collaborative and agile leader to liaise with multiple patient support Centers of Excellence and cross-functional teams, including, but not limited to, Product Strategy, Marketing, Market Access, Field, Compliance, Legal, Data Analytics, IT, and Commercial Learning. Patient Services vision is to build a modern customer engagement platform through innovation, technology, data, and insights to remove non-clinical friction points along the patient journey. We are looking for talent to develop and implement forward-looking digital strategies and drive transformation by leveraging AI and digital technologies. Key areas of focus will include: Develop a comprehensive framework for implementing digital services at scale enhancing operational efficiency and patient support Strategize and manage the adoption of emerging digital technologies effectively to drive innovation and streamline processes. Create detailed tactical and strategic plans for integrating and implementing advanced technologies, ensuring their transformative impact on patient experience Identify new opportunities for AI in patient support services to address unmet needs, drive efficiency, and enhance data insights Drive effective change management as well as the critical success factors for implementing digital transformation Apply best practices and program insights to day-to-day operations and long-term strategic priorities. Create robust business cases for recommended strategies and solutions Additionally, they will ensure the consistency of access tools and language to improve efficiency across brands and manage unified PSS messaging. Reporting to the Head of Patient Service Operations, the PSS Evolution and Strategy role will sit on the Patient Service Leadership Team and work across multiple internal functions and external vendors to drive innovation with subsequent projects and the evolution of our Biogen Services Support model.

Requirements

12 to 15 years of experience in the pharmaceutical/biotech industry, with a focus on patient support services or related fields.
Proven track record in leading strategic digital and customer experience transformation initiatives, programs, and managing operational changes
Bachelor's degree in a relevant field.

Nice To Haves

Advanced degree (MBA or advanced clinical degree) preferred.
Experience leading large cross-functional commercial initiatives.
Experience leading and driving enterprise-wide transformation initiatives, including digital transformation, process improvement, and change management
Experience developing and implementing strategies to enhance the overall customer experience and bring the patient/customer experience to life
Experience in developing business cases inclusive of expected impact and change management needs
Strong understanding and experience with FDA or OIG regulations preferred
Strong understanding of technology infrastructure, technology products, how to design and implement new strategies, and oversee the progress of digital transformation initiatives
Excellent cross-functional collaboration skills.
Outstanding interpersonal skills, including building strong working relationships and managing conflict.
Demonstrates initiative, teamwork, and accountability.
Superb communication skills, both oral and written.
Strong organizational skills with the ability to adapt to change in a high-energy and fast-paced environment.

Responsibilities

Lead the strategic direction and execution for assigned projects across all patient support programs, supporting the transformation of PSS programs to build and maintain best-in-class patient, HCP and caregiver experiences.
Develop and communicate a visionary roadmap for the transformation of our PSS ecosystem.
Lead and inspire the team responsible for transformative efforts to achieve strategic and operational objectives.
Foster a culture of innovation and excellence through coaching and professional development of team members
Direct horizon scanning activities to identify opportunities to bring external innovation into PSS as a means of achieving best-in-class patient, HCP and caregiver experiences.
Drive innovative solutions to enhance the capabilities and services of existing brand support programs.
Drive integration of patient support priorities and program performance with identified product priorities and strategies
Develop and complete marketplace and competitive landscape assessments inform future state of patient support services required
Identify and implement new approaches and technologies to improve program efficiency and effectiveness.
Oversee the strategic planning and execution of new program launches within the PSS ecosystem in collaboration with other therapeutic area leads
Lead unified PSS messaging, ensuring cohesive messaging and strategic alignment across patient facing functions
Ensure the consistency of tools and language across all PSS programs, where applicable, to drive efficiency and brand alignment.
Provide strategic oversight for the operational aspects of transformation efforts, ensuring smooth integration and execution.
Monitor and measure the impact of transformation efforts, utilizing data and analytics to drive continuous improvement.
Collaborate with cross-functional teams to align transformative initiatives with overall business objectives.
Work closely with other cross-functional Patient Services and company teams to support the implementation of patient support strategies.
Ensure alignment on strategic initiatives and coordinated efforts across brands.

Benefits

Medical, Dental, Vision, & Life insurances
Fitness & Wellness programs including a fitness reimbursement
Short- and Long-Term Disability insurance
A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
Up to 12 company paid holidays + 3 paid days off for Personal Significance
80 hours of sick time per calendar year
Paid Maternity and Parental Leave benefit
401(k) program participation with company matched contributions
Employee stock purchase plan
Tuition reimbursement of up to $10,000 per calendar year
Employee Resource Groups participation