Job Description
* Field-based, national travel
* Reporting to the Head of Patient Services
Objectives:
As the Patient Support Program Lead you will be responsible for the successful implementation, management and optimisation of the AbbVie Patient Support Programme through third party vendors for current and future PSPs aligned to the neurology therapeutic area. The PSP Lead will ensure high quality standards are met through the delivery of the PSP to ensure seamless, credible and value added service is provided to patients and NHS trusts.
Key Responsibilities:
Vendor Management/Operational Excellence
* Lead, where relevant, in collaboration with supply chain third party vendor business relationships to ensure high quality service
* Identify opportunities for service efficiencies and capacity management, in collaboration with 3rd party vendor
* Ensure the standards are agreed with third-party, and processes are followed to provide effective patient services
* Monitor in collaboration with Supply chain (where relevant) performance of third-party vendors through robust KPIs, supporting issues management and resolution so that service levels are met and KPIs achieved including appropriate oversight of third-party vendors’ allocated staff and hold third party accountable when necessary
* Support the development of high-quality training for third-party vendor Nurses, in collaboration with the Nurse Manager and Abbvie Medical Teams
* Act as PSP point of contact for AbbVie functions’ PV, QA, Med Info, OEC, Medical and cross functional Brand Teams
* Ensure appropriate PSP program records are kept (vendor training, vendor patient and clinical documentation, PV records, risk minimization measures)
* Lead service delivery in collaboration with Supply Chain with 100% compliance including AbbVie, Regulatory, PV, ABPI and legal frameworks, as required
Develop best in class patient experience
* Work with other senior leaders to support brand strategy in delivering exceptional patient experience
* Support the Medical Plan with materials and service opportunities and development
* Provide content support & creation of patient materials to ensure these meet the needs of the PSP.
* Accountable for management of all PSP Programme documentation, Patient and HCP materials and RMP documentation related to the PSP including timely mandatory updates and re-certification
In Scope
* Lead external collaboration with NHS stakeholders and third-party Patient Support Program Lead to optimise service pathways through service review meetings.
* Build strong relationships with HCPs and NHS Management in order to optimize service pathways
* Facilitate support to NHS to maximise their knowledge and expertise around the PSP Programme and Patient management.
* Deliver relevant technical training and briefing to sales and brand teams when required, develop and update relevant training/briefing materials
* Monitor the environment for competitive intelligence on PSP activities
* Provide input, as required, into the development of product or TA specific strategic medical affairs plans and Commercial Brand Team processes and product launches aligned to Neurology
* Respond to reactive medical information requests in the field, where required, related to assigned product(s)/relevant therapeutic areas(s)
Qualifications
Qualifications and Experience
* Experience as a qualified Nurse
* Proven track record of building and driving multi stakeholder initiatives including effective third party vendor leadership and management
* Experience in co-creation and implementation of sustainable PSPs – preferred
* Experience of internal and external audits, including regulatory, compliance and legal frameworks
* High customer orientation and patient centric
* Experience being an active contributor to cross-functional teams and/or working in a matrix organization desirable
* Ability to demonstrate a strong sense of urgency to deliver to high standards
Additional Information
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
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