JOB SUMMARY:
The Patient Experience Supervisor is responsible for the day-to-day patient (ambassador) relationship, client relationships, while supervising a direct report from the patient experience team and their resources. This role will specifically support the building and execution of programs that recruit and engage patients to co-create with and share their experiences across a wide variety of opportunities. These opportunities include but are not limited to print and video testimonials, peer-to-peer mentorship programs, live speaking events, event attendance, and ongoing advisory panels in both unbranded and branded environments. The goal is to give patients a voice so they can become Advocates for themselves and Ambassadors for pharmaceutical brands.
This individual will be responsible for the continuous engagement of Inspirations (also known as patients and ambassadors) on their accounts while also ensuring seamless, inspirational communications with the YuzuYello/YuzuZest teams and our client partners. With a firm understanding of the brand's strategy and marketing objectives, the mission of the Patient Experience Supervisor is to guide the Inspirations, internal and client teams through the ins-and-outs of different opportunities, through clear expectation setting, thoughtful and transparent communications, and proper protection of PHI.
Additionally, this individual will focus in on:
- Leading patient experience team integration, identifies new approaches to essential functions, navigates virtual/onsite experiences
- Preemptively considering and planning for patient needs (condition, treatment) and preferences in all interactions
- Building and sharing inspiration-friendly guides and itineraries with a guiding hand
ESSENTIAL FUNCTIONS:
Compliance Expert
- Assists with ensuring the patient story is accurately and compliantly represented in briefs, creative and tactical executions
- Maintains day-to-day relationships with internal team
- Ensures all Patient Health Information (PHI) and forms/contract documentation is handled confidentially and protected through documentation and submitted in a timely manner per opportunity within approved systems
Relationship & Listening
- Presents Ambassador nominees in a clear, compliance and accurate way for agency and client consideration
- Preemptively considers and plans for patient needs (condition, treatment) and preferences in all interactions
Navigation
- Maintains consistent, personalized, and ongoing communication with Inspirations based upon Ambassador preferences
- Ensures all paperwork is completed compliantly and timely per opportunity within approved systems
- Collaborates with agency team and day to day client teams to match Ambassador to opportunity
- Builds and shares Ambassador-friendly guides and itineraries with a guiding hand
Team Guide
- Mentors / coaches PES
- Proficiency in the confidentiality and management of Patient Health Information according to HIPAA
JOB DUTIES / RESPONSIBILITIES:
Database Tracking
- Gathering, triaging, and organizing Ambassador nominees for opportunity consideration
- Compliantly tracking every Ambassador interaction and activity and reporting of Adverse Event (AE’s) as Inspirations share them
Ambassador And Contract Management
- Screens Ambassador nominees for opportunity consideration and agency/client selection assessing Ambassador nominees via fit check against opportunities
- Management of Forms & Contracts including Eligibility, Opt-in, Physician Verification and Consent to ensure inspirations are the right brand and opportunity fit and informed of their commitments
- Management of Honoraria & Expenses for Inspirations for their participation in opportunities and events inclusive of travel reimbursement
Main Point of Contact
- Liaison to Inspirations and Advocacy partners with response times within 24 hours of contact
- Builds and maintains ongoing Ambassador relationship
Brand And Ambassador Integration
- Leads patient experience team integration, identifies new approaches to essential functions, navigates virtual/onsite experiences
EDUCATION:
Bachelors Public health, marketing Preferred
EXPERIENCE:
5+ years
- Direct interface with patients, caregivers, and advocacy organizations within healthcare setting
- Relevant Industry Experience
KNOWLEDGE, SKILLS, & ABILITIES:
- Microsoft Office
- Proficiency in Microsoft Word, Excel, PowerPoint, Salesforce
- HIPAA Compliant best practices and systems
COMPETENCIES:
Interpersonal Skills (Approachability)
- Perceived as approachable, collaborative, and empathetic; Is able to establish and maintain rapport and build relationships with another
Compliance
- Confidentially listens and responds to internal and external risks associated with patient health information (PHI) and patient privacy with appropriate documentation
Creativity
- Actively curious, imagines the possibilities and shares new ideas and constructive feedback that is relatable and solution-oriented to shape opportunities
Efficiency
- Delivers on time, on budget, within scope of ask/project and expectations of team members and clients
Strategic
- Possesses the ability to connect the brand opportunity to the patient possibility with consideration for disease and/or treatment influences
Story Sharing
- Verbally and visually tells stories that are clear, relevant, and compliantly grounded in the experiences of those we share with the world; Is attentive and shows interest in the subject; Expresses ideas clearly and accurately
OTHER INFORMATION:
STATEMENT OF UNDERSTANDING:
This Job Description is not a contract of employment but serves as a reference for your mutual understanding of the terms and conditions associated with the position. Your role may vary from this description, and you may be asked to perform other duties or have additional responsibilities outside of what’s outlined above. If you think that there are elements of this job description that are inaccurate, please speak with your manager and/or HR Partner. There are three types of Employee Work Arrangements: In-Office, Hybrid, and Fully Remote. The amount of time an employee spends working virtually versus in person is dictated by their work arrangement classification, the demands of the role, the needs of the agency and their team, and a person’s performance. This job description is not intended to include modifications consistent with providing a Reasonable Accommodation.
Salary
$80,000 - $115,000 annually.
The salary range for this position is noted within this job posting. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position; market considerations; budgetary considerations; tenure and standing with the company (applicable to current employees); as well as the employee’s/applicant’s background, pertinent experience, and qualifications.
For U.S. Job Seekers
It is the policy of IPG Health and any of its affiliates to provide equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law. EOE/AA/M/D/V/F.
