Patient Experience Associate

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Position Summary

The Patient Experience Associate supports effective delivery and continuous improvement of Patient Support Programs designed to help eligible patients navigate access to prescribed therapies.

Working within the Market Access and Patient Experience team at Alexion, the Associate partners with external PSP service providers and internal cross-functional teams to help patients and healthcare providers navigate the treatment-access journey. This includes supporting reimbursement navigation, program enrolment and services, operational issue resolution, program performance monitoring, and implementation of program enhancements.

The role requires a strong understanding of Canada's healthcare environment, where access pathways can vary by province/territory and between public and private coverage, together with a strong commitment to patient experience, privacy, compliance and operational excellence.

Key Responsibilities

Patient Support Program Operations

• Support day-to-day operations of assigned Canadian PSPs and patient services.
• Coordinate activities with PSP vendors, specialty pharmacies and other service providers, as applicable.
• Develop and obtain internal approval of key documents to support OneSource program and business objectives
• Monitor service delivery, operational issues and customer concerns and facilitate timely resolution with appropriate collaborators.
• Support launches, indication expansions, program changes and implementation of new patient services.
• Maintain program documentation, processes and standard operating procedures as required.

Reimbursement & Patient Access

• Support PSP services that help patients and healthcare providers navigate public and private reimbursement pathways .
• Develop an understanding of provincial/territorial drug coverage requirements and relevant private insurance processes.
• Identify recurring access barriers and work with PSP partners and internal collaborators to improve patient journeys.
• Monitor changes in the Canadian reimbursement environment that may affect program operations or patient access.

Patient Experience

• Help find opportunities to simplify the patient and healthcare-provider experience across the PSP journey.
• Bring forward insights from program operations, patients, healthcare providers and vendors to inform improvements.
• Support initiatives designed to enhance accessibility, consistency and quality of PSP services.
• Keep patient needs central when evaluating operational processes and program enhancements.

Data, Insights & Performance

• Monitor benchmarks , service levels and operational metrics for assigned programs.
• Review vendor reports and identify trends, exceptions, operational risks and opportunities for improvement.
• Prepare dashboards, business reviews and presentations communicating PSP performance and insights.
• Support evaluation of program enhancements and implementation of continuous-improvement initiatives.

Vendor & Cross-Functional Collaboration

• Serve as a day-to-day operational contact for selected PSP vendor activities.
• Coordinate deliverables, issue resolution, implementation activities and follow-up actions.
• Work closely with Patient Experience, Market Access and other internal functions such as Medical, Regulatory, Legal, Privacy, Pharmacovigilance/Safety, Finance and Procurement, as appropriate.
• Support vendor governance and business review meetings.

Privacy, Compliance & Governance

• Handle PSP activities with appropriate consideration for Canadian privacy requirements, company policies and applicable provincial requirements.
• Support processes designed to protect patients' personal and health information throughout the program.
• Support program governance, documentation, training, audits and corrective or preventive actions as appropriate.
• Raise potential privacy, safety, quality or compliance matters through established company processes.

Qualifications

• Bachelor's degree in business, health sciences, life sciences or another relevant field, or equivalent combination of education and experience.
• Experience in pharmaceuticals, healthcare, patient services, reimbursement, specialty pharmacy or a related field preferred.
• Knowledge of the Canadian healthcare, reimbursement and drug-access environment is strongly preferred.
• Experience working with Patient Support Programs or healthcare service providers is an asset.
• Strong project coordination and organizational capabilities, including ability and demonstrated experience applying latest AI tools in using diverse AI tools to support project management or optimize operations
• Strong analytical skills with the ability to interpret program data and translate findings into actionable insights.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with internal cross-functional teams and external partners.
• Strong attention to detail and commitment to patient privacy, compliance and ethical business practices.
• Proficiency in Microsoft Office applications; experience working with dashboards and data-visualization tools is an asset.
• French-language capability is an asset , particularly for supporting a national Canadian program.

Key Competencies

• Patient-centric attitude
• Canadian healthcare and reimbursement competence
• Operational excellence
• Vendor and collaborator management
• Analytical thinking and problem solving
• Collaboration and influence
• Accountability and follow-through
• Learning agility

At Alexion, you will find a collaborative culture that encourages innovation and a diverse environment where your contributions are valued. You will have the opportunity to be at the forefront of rare disease research and make a meaningful difference in patients' lives.  Ready to lead and inspire? Apply now and take the first step towards a fulfilling career at Alexion, AstraZeneca Rare Disease. 

#LI-Hybrid 

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AstraZeneca is committed to providing fair and equitable compensation opportunities to all colleagues. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The range provided in this posting represents an offer pay range used in a majority of situations. The base pay offered will vary depending on multiple individualized factors, including the candidate's skills and experience, job-related knowledge, and other specific business and organizational needs.  In some cases, offers outside the range may also be considered to address unique circumstances.

In addition, our permanent positions offer an annual Variable Pay Bonus/Short Term Incentive opportunity as well as eligibility to participate in our equity-based long-term incentive program (if applicable to role).  Benefits offered for permanent roles include a competitive Flex Benefits & Retirement Savings Program, 4 weeks’ paid vacation, and annual Personal Days. Fixed Term Contract/Temporary positions (excluding students) are offered a Contract Benefits Program.

We are using AI as part of the recruitment process.

This advertisement relates to a current vacancy.