Merck · 3 hours ago
Associate Diretor, U.S. Patient Experience – Patient Support Strategy & Effectiveness | PAH/Rare Disease
United States
Full-time
Remote
Lead/Staff, Director/Executive
$142K/yr - $224K/yr
5+ years expMerck is dedicated to delivering innovations that extend and improve the lives of patients worldwide. The Associate Director, U.S. Patient Experience is responsible for supporting and executing the end-to-end patient support experience across the PAH/Rare Disease Business Unit, helping patients start and stay on the therapy while collaborating with various stakeholders to enhance the patient journey.
BiotechnologyHealth CareMedicalPharmaceutical
No H1B
Responsibilities
Support strategy development by synthesizing patient insights into clear, prioritized experience improvements for team decision-making and drive cross-functional execution to realize tangible business results
Partner across the patient support hub/Our Company Access Program, data strategy/IT, distribution/specialty pharmacy, field access, market access, legal/regulatory, pharmacovigilance, and privacy to ensure optimal design integration, data ecosystem, and appropriate contractual agreements
Mobilize stakeholders to establish and oversee the patient experience measurement framework and dashboards that enable impactful decision making and continuous patient journey optimization
Monitor and maintain a comprehensive overview of the end-to-end patient treatment experience
Identify and support execution on emerging capabilities, AI enhancements and unique platforms to enhance patient journey and future-state designs for Rare Disease
Translate business objectives into clear, actionable execution plans. Develop and maintain project timelines, resource plans and risk logs
Manage budget and spend across agencies, vendors and execution while managing key AOR and vendor relationships
Synthesize and translate complex data sets to identify drivers and opportunities to optimize the patient journey by uncovering patient barriers and generating actionable recommendations for improvement
Ensure all programs and documentation are compliant with FDA, OIG, state laws, kickback statutes, patient privacy/HIPAA, and adverse event and product complaint reporting. Partner with Legal/Compliance/PV on guardrails, approvals, and monitoring; maintain audit-ready documentation
Model inclusive leadership, psychological safety, and enterprise-wide collaboration. Challenge the status quo to elevate outcomes while maintaining compliance and patient centricity
Qualification
Required
5+ years in pharma patient support, patient innovation, CX, coverage, access, distribution or consumer marketing (rare disease experience strongly preferred)
Proven success in optimizing the patient experience (hub/SP operations, adherence, innovative patient solutions, affordability models, enhanced patient support)
Experience implementing advanced technological capabilities and next-generation solutions with policy and compliance guardrails
Strong analytics fluency; ability to define KPIs, requirements, and partner with data/IT to build dashboards and data pipelines
Demonstrated cross-functional leadership and vendor management (contracts, SOWs, SLAs, performance)
Working knowledge of FDA promotional regulations, HIPAA, pharmacovigilance, product complaints, and OIG guidance affecting patient support
Demonstrated strategic thinking, problem-solving, analytical critical thinking and planning skills
Demonstrated ability to leverage data analytics and/or customer and market insights to make business decisions
Strong written and verbal communication skills, demonstrated through experience in strategy and marketing business case communication, sales interface, direct customer engagement and/or field presentations
Strong leadership, experience influencing without direct authority, navigating complex or matrix organizations and working successfully with cross-functional teams
Demonstrates high degree of integrity and ethics
Adaptability and comfort with change
Preferred
Agency and vendor management
Experience with PAH or specialty pharmacy-distributed therapies
Hands-on with CX tools (journey mapping, call analytics, service design), CRM/case management, and BI platforms (e.g., Tableau, Power BI)
Benefits
Medical
Dental
Vision healthcare and other insurance benefits (for employee and family)
Retirement benefits, including 401(k)
Paid holidays
Vacation
Compassionate and sick days
Company
Merck
Merck is a biopharmaceutical company that offers medicines and vaccines for various diseases.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.59MKey Investors
Private Capital AdvisorsGavi, the Vaccine Alliance
2018-11-25Post Ipo Equity· $0.59M
2016-01-21Series Unknown· $5M
1980-12-19IPO
Leadership Team
Betty Larson
Executive Vice President and Chief Human Resources Officer
Dean Li
Executive Vice President and President, Merck Research Laboratories
Recent News
2026-01-24
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