Patient Journey Specialist

1 week ago

Sydney, New South Wales, Australia beBeePatient Full time $140,000 - $170,000

Delivering exceptional patient experiences is crucial to driving business success and ensuring the safe and effective use of medicines.

The Opportunity

As a Patient Experience Manager, you will collaborate with cross-functional teams and work closely with the APAC Centre of Excellence to develop industry-leading capabilities in patient experience across Australia and New Zealand.

By harnessing technology and leveraging deep insights, you will co-create patient solutions that improve patient outcomes. You will work closely with agency partners and cross-functional teams to facilitate seamless customer and patient interactions.

Key Responsibilities:
  • Patient Experience Strategy - Understand deep insights of the patient journey and partner with cross-functional teams to co-create patient solutions aligned to business objectives.
  • Project and Stakeholder Management - Collaborate cross-functionally to support the creation and execution of patient solutions. Develop detailed implementation plans and engage internal stakeholders and agency partners effectively to deliver on aligned business outcomes.
  • Patient Insights and Analytics - In collaboration with the Centre of Excellence, internal teams, and agency partners provide regular reporting of program performance. Proactively identify moments that matter to optimise the customer and patient experience.
  • Patient Experience Technologies - Work closely with the Centre of Excellence, IT, and agency partners to ensure we have the systems and processes in place to deliver programs.
  • Change Management - In collaboration with cross-functional teams, actively engage in driving change through the ongoing evolution of patient experience approaches. Inspire people to buy into change and provide clear communication on the direction of patient experiences.
Required Skills and Qualifications:
  • Patient Support Program strategy, creation, implementation, management, and measurement.
  • Strong project and stakeholder management skills.
  • Ability to manage different functional requirements to drive alignment and bring about progress.
  • Vendor management, including holding performance to account and seeking efficiencies.
  • Patient experience mapping - Synthesising data to build actionable insights and solutions.
  • Data synthesis and performance monitoring.
  • Working cross-functionally to bring patient insights to brand strategy and track performance.
  • Strong interpersonal and communication skills, with the ability to drive change.
  • Innovative mindset - Embracing alternative and adaptive solutions.
  • Ability to deal with ambiguous and complex situations - sometimes under pressure.
  • Strong working knowledge of policies and procedures.

Experience or qualifications critical to this position include:

  • Tertiary qualification in medicine, pharmacy, life science, pharmaceutical, or related degree.
  • Minimum of 5 years' experience in the pharmaceutical, healthcare, or related business industry.
  • Experience in strategic marketing leading a cross-functional team.
  • Experience mapping patient and customer journeys.
  • Patient Support Program expertise.

We offer a supportive environment with award-winning leadership development programs, inclusive, flexible, and accessible working arrangements for all. Our benefits include up to 18 weeks of parental leave, 4 days of volunteer leave, and global wellness reimbursement of $720 per year.

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