394 Patient Experience jobs in Newtown

Associate Director, Patient Experience and Access Marketing page is loaded Associate Director, Patient Experience and Access Marketing Apply locations PA - Conshohocken - Office time type Full time posted on Posted 2 Days Ago job requisition id JR_000282 Madrigal is a biopharmaceutical company pursuing novel therapeutics for non-alcoholic steatohepatitis (NASH), also known as metabolic dysfunction associated steatohepatitis (MASH). Our first therapy, Rezdiffra (resmetirom), was granted accelerated approval by the U.S. Food and Drug Administration (FDA) for the treatment of adults with NASH with moderate to advanced liver fibrosis (consistent with stages F2 to F3 fibrosis) and is being studied in a Phase 3 trial for the treatment of NASH with compensated cirrhosis. Associate Director, Patient Experience and Access Marketing Reports to: Director, Patient Access Marketing Department: Commercial Location: Conshohocken, PA (preferred) or Waltham, MA - required 3 days in office when not traveling Position Summary The Associate Director, Patient Experience and Access Marketing, plays a pivotal role in supporting the strategic development, tactical planning, and execution of Patient Access marketing initiatives to drive awareness and engagement with Madrigal Patient Support (MPS) programs. Reporting to the Director, Patient Access Marketing, the Associate Director collaborates cross-functionally to ensure alignment of Patient Access efforts with broader commercial objectives, contributing to the successful implementation of pull-through materials, field resources, and communication strategies. Key Responsibilities Support Strategy Execution: Assist in the execution of MPS marketing strategy and ensure alignment with commercial and brand objectives. Tactical Development: Lead the creation and implementation of tactical assets including digital, print, and email materials to support patient access and engagement. Cross-Functional Collaboration: Work closely with the Madrigal Patient Support, Access and Reimbursement team, Brand Marketing, Training, Legal, Compliance, Market Access, and Sales to develop compliant and effective messaging for both HCP and patient audiences. Pull-Through Support: Partner with commercial teams to identify access challenges and develop materials to educate stakeholders on available MPS resources. Material Review Process: Manage development and submission of promotional and educational materials through the promotional review committee (PRC) process. Communication & Education: Assist in communicating patient access initiatives and updates across the organization to drive internal understanding and adoption. Agency & Vendor Coordination: Support vendor and agency relationships to ensure timely and high-quality delivery of marketing assets. Market Research & Insights: Assist in the execution of market research activities to uncover insights that inform marketing strategies and campaign effectiveness. Operational Excellence: Contribute to planning and logistics for internal and external meetings, conferences, and training sessions related to MPS. Team Engagement: Actively participate in creating a high-performance team culture grounded in accountability, collaboration, and continuous improvement. Qualifications and Skills Bachelor's degree required (BA or BS); concentration in Marketing, Business, Life Sciences, or a related field. 8-10 years of pharmaceutical industry or related experience, preferably with a specialty product required. 5+ years in pharmaceutical marketing (in-house or agency) required Familiarity with patient support programs Strong project management skills; able to manage multiple priorities and deadlines Excellent interpersonal and communication skills; able to work collaboratively across matrixed teams. Solid understanding of compliance and regulatory standards in pharma marketing Experience with the promotional review process and navigating regulatory pathways Willingness to travel up to 30%. Compensation: Base salary is determined by several factors that include, but are not limited to, a successful candidate's qualifications, skills, education, experience, business needs, and market demands. The role may also be eligible for bonus, equity, and comprehensive benefits, which include flexible paid time off (PTO), medical, dental, vision, and life and disability insurance. Compensation: Base salary is determined by several factors that include, but are not limited to, a successful candidate's qualifications, skills, education, experience, business needs, and market demands. The role may also be eligible for bonus, equity, and comprehensive benefits, which include flexible paid time off (PTO), medical, dental, vision, and life and disability insurance. Madrigal is an Equal Opportunity Employer. All employment is decided on the basis of qualifications, merit, and business need. Applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex gender identity, sexual orientation, national origin, age, disability, protected veteran or disabled status, or other characteristic protected by applicable federal, state, or local law. Unsolicited resumes from agencies should not be forwarded to Madrigal. Madrigal will not be responsible for any fees arising from the use of resumes through this source. Madrigal will only pay a fee to agencies if a formal agreement between Madrigal and the agency has been established. Please be aware that we are currently receiving numerous reports of individuals misrepresenting themselves as Madrigal Pharmaceuticals' Hiring Managers, seeking to engage with job candidates through fraudulent online advertisements or job posting sites. These unauthorized individuals are using Madrigal's name and logo in an attempt to solicit up-front fees and obtain personal information from interested job candidates. Please know that Madrigal does not conduct interviews via text or in chat rooms; conduct interviews via Skype, RingCentral or solely via telephone; charge candidates an advance fee of any kind (e.g., fees for purchasing equipment); nor does it offer positions of employment without undergoing a thorough recruiting process. Interviews with Madrigal are conducted via the Zoom platform. Please also note that any correspondence with regard to employment would come from an authorized email address or from an email address from one of our trusted search firm partners. We are aware that incorrect/fraudulent email addresses, with Madrigal misspelled, have been utilized in these most recent fraud attempts. If you receive unsolicited employment offers from people claiming to work for Madrigal we recommend that you: do not respond to their questions; do not open any attachments; and do not click on any hyperlinks. Join our growing team focused on transforming the treatment of people with liver diseases. Madrigal is an Equal Opportunity Employer. All employment is decided on the basis of qualifications, merit, and business need. Applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex gender identity, sexual orientation, national origin, age, disability, protected veteran or disabled status, or other characteristic protected by applicable federal, state, or local law. #J-18808-Ljbffr

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.

The Director, Patient Experience, Neuroscience is responsible for shaping fulfillment, onboarding, and adherence strategy in support of the end-to-end patient experience for patients starting Neuroscience therapies. You will be a member of the Neuroscience Px team, working closely with the patient solutions teams including field-based access and affordability solutions, patient access and affordability solutions, pharmacy solutions, patient and caregiver solutions, and supplier management and operational excellence to deliver, measure and optimize the patient journey, ensuring that more patients can start and stay on therapy. You will work across the brand marketing, access, and field teams to deliver a patient experience that delights the patient and supports business strategy and objectives.

A Day in the Life

Every patient's healthcare experience is unique shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to start or stop a treatment is overwhelming. Johnson & Johnson recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.

The Director, Patient Experience, Neuroscience works in service to our patients, as an advocate for their needs. Their day-to-day responsibilities include:

• People Development: Coach, develop and motivate direct report(s)
• Px Strategy: Develop an end-to-end patient engagement strategy that supports patients in starting and staying on prescribed treatments by utilizing research, data, market dynamics, and competitive assessments to inform strategic choices
• Advancing Equity in Healthcare: Advance health equity by uncovering disparities and developing strategies to support better treatment outcomes for underserved populations
• Customer-Centric Design Process: Engage patients, caregivers, and providers in co-creating and continuously optimizing solutions
• Goal Setting: Define KPIs and establish metrics and goals for Px fulfillment, onboarding, and adherence strategy and solutions
• Program Design: Inform and approve requirements for Px solutions, with a focus on seamless and coordinated support across solution types
• Communications Planning: Lead communications planning and development (targeting, messaging, creative, channels) and training in support of Px programs including influence through brand patient and professional marketing teams
• Measurement & Reporting: Report on and be accountable for Px performance through the build and utilization of dashboards, research, and analytics
• Business Planning: Support Px business planning efforts for Neuroscience ensuring an integrated strategic plan with aligned objectives, execution, and resourcing; own strategic recommendation and budget for fulfillment, onboarding, and adherence solutions
• Culture: Support a culture of learning, smart risk-taking and experimentation
• Inclusion: Create an inclusive environment in support of the company's commitment to the value of a diverse workforce.
• Leadership & Ethics: Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements

About You

You are compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them. You are passionate about delivering a great support experience that patients will remember and want to tell other people about. You welcome the challenge of working in a highly visible, highly accountable role where you can meaningfully impact the health and wellbeing of others. You feel energized to be part of a team that is building new capabilities and ways of working. You consistently deliver great results, but even when you fall short you learn from it.

Qualifications

• Bachelor's degree required; MBA or other related advanced degree preferred.
• A minimum of 7 years of healthcare business experience (EX: sales, marketing, payer/access experience, operations, supply chain, analytics) is required, of which 5 years demonstrated marketing and/or customer service experience.
• 2 years of proven performance in leading a team of direct reports preferred
• Experience in more than one of the areas below is required (a mix of experiences across several of these domains is preferred):

The base pay range for this position is $146,000-$255,000. The Company maintains a highly competitive sales incentive compensation program. Under current guidelines, this position is eligible for participation in this program in accordance with the terms of the applicable plan. This position is eligible for a company car through the Company's FLEET program. Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

A Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

• Manage large amounts of incoming phone calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school diploma