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Summary:

The Associate Director, Patient Support Launch & Program Maintenance Operations, will play a key role in the management and launch of our Patient Access & Support Services (PASS) within the BMS portfolio. This individual leads a team in their work with suppliers helping to identify potential issues and process improvements. This position is ideal for someone who enjoys strategic problem-solving and planning to support patient access to medications and treatment. This person will be responsible for overseeing the launch and management of complex or high-volume programs. This individual will lead the development and planning for new launches, new initiatives and new processes which will ensure the most optimal customer experience are in place. The AD oversees the strategic project planning for new launches, new initiatives, and process enhancements. The AD will incorporate a patient-centric approach in their commitment to help minimize access barriers for BMS patients. This position is ideal for someone who enjoys developing and improving processes, utilizing data, research, and technology to inform key business challenges with a strong focus on enhancing the customer experience within the BMS franchise.

Responsibilities:

• Identify opportunities for continuous process improvement throughout the Patient Access Journey

• Accountable for identifying process bottlenecks, quality measures and consistency across the Patient Access Journey

• Analyze program data/insights to drive opportunities for improvements and efficiencies in close collaboration with internal teams

• Apply basic consulting skills, including consultative listening, problem definition, hypothesis generation, data analysis, translation to value, and oral and written presentations

• Successfully work within a matrix environment and establish and maintain relationships with commercial business partners in sales, market access, data/analytics, trade and brand marketing teams.

• Oversee development of supporting materials for execution of strategies and initiatives in support of programs across the portfolio (e.g., brochures, training materials, program updates, organization messaging, etc.)

• Educate matrix partners about BMS programs, policies, procedures, and resources specific to operational health

• Mentor and support Program Managers’ (including Senior and Executive PM) development of knowledge and skills

• Collaborate with BMS Access Reimbursement Managers and PASS leadership on program needs across the portfolio

• Collaborate with BMS cross-functional team members to resolve access and reimbursement issues

• Coordinate services between the patient support hub, specialty pharmacies, Centers of Excellence, and other key community accounts

• Support programs (independently or with a matrix team) by performing industry benchmarking, stakeholder analysis and market research, and patient and provider surveys to ensure BMS is launching and operating successful programs

• Collaborate with copay team to identify process improvements across the portfolio

• Respond to and resolve broader and more complex escalated issues

• In partnership with Director, develop and manage overall program improvements across the portfolio

• Manage multiple projects in a fast-paced, deadline-driven, entrepreneurial environment, adapting to change as needed

Expectations:
At BMS, it is not just what we do but how we do it. To excel in an AD of Patient Support Program Launch & Maintenance Operations, we expect our employees to demonstrate or develop the following knowledge and skills:

Program Excellence:

• Actively collaborates across BMS to ensure aligned patient access strategy (i.e. identifies and addresses current and anticipated gaps while making changes to tactics, tools and communications as needed)

• Supports a new brand or indication launch by leading the development of program Business Rules, processes, materials, and supplier, vendor, and field team training

• Develops program launch execution plan as part of launch master planning with PASS, internal matrix teams (i.e., Brand), and external vendors

• Evaluates and updates vendor Key Performance Indicators (KPIs), and holds vendors accountable for KPIs as defined in contracts

• Communicates with field teams, office teams, and vendors about program changes with a focus on potential impact on customer and patient access experience; retrains as needed

• Collaborates with leadership, PASS teammates, and matrix teams to create the program strategy and share opportunities to optimize the approach

• Uses subject matter expertise about the patient journey (e.g., therapeutic area, brand, indication, etc.) to expedite the path to therapy in alignment with the Brand team’s overall strategy

• Coaches PMs and Senior PMs about managing relationships, activities, and budgets for agencies and hubs

• Conducts regularly scheduled vendor site visits

• Develops and monitors compliant and streamlined communication between internal and external partners.

Communication & Education:

• Develops and coaches PMs and Senior PMs responsible for the legal review process for materials

• Oversees creation and delivery of engaging, effective training for internal (matrix and field teams) and external stakeholders on a variety of topics (e.g., patient journey, start forms, access programs, disease state)

• Navigates difficult conversations and group dynamics while maintaining credibility and building relationships; escalates when needed

• Models excellent verbal, written, interpersonal communications and presentation skills; provides feedback to others

• Maintains clear, tailored, consistent, and concise communication across all stakeholders, methods, and platforms

Business and Industry Acumen:

• Incorporates the voice of the patient and explains patient needs and viewpoints to others

• Anticipates marketplace trends that could apply across brands, and proactively seeks and shares trend insights across brands to improve visibility and mitigate issues

• Continues to develop expertise in patient access stakeholders, patient affordability, out-of-pocket costs, pharmacy benefits, payer influences, and different business and reimbursement models

• Maintains excellent organizational and planning skills with strong attention to detail and accuracy

• Demonstrates deep knowledge in insurance benefit design for both commercial and government payers

Analytics:

• Validates data and seeks additional insights to make reliable, data-driven decisions

• Identifies opportunities for improved data gathering and consistency across programs and brands

• Reviews robust data analytics insights to continuously improve Business Rules and hub processes

• Identifies program trends and shares relevant insights with external vendor partners (as appropriate), and internal leaders and matrix teams

• Partners with PASS to develop performance improvement plans when programs are trending toward or away from Key Performance Indicators (KPIs)

• Collaborates with data analytics team to identify data outputs and build dashboards needed for monitoring program performance, anticipating high demand, and proactively mitigating potential problem areas

Compliance:

• Stays up to date and compliant with BMS compliance policy guidance, rules of engagement and Business Rules in general, and specific to relevant disease states

Organizational Navigation:

• Leads matrix teams and hubs to identify reimbursement issues and ensure consistency with coding, coverage, and payment with payers

• Models and fosters matrix team effectiveness by sharing information, knowledge, and experience

• Builds and maintains relationships among PASS teammates and cross-functional stakeholders (e.g., Sales, Access Marketing, Brand, Trade, etc.) throughout the organization

• Identifies and acts on opportunities for improvements in ways of working and team dynamics

Leadership, Performance Management & Team Development:

• Coaches and mentors peers and direct reports to improve their PASS-related knowledge, skill, and operational efficiency

• Sets and shares reasonable expectations when delegating responsibilities

• Confidently leads without authority

• Maintains flexibility when participating in team or group efforts

Strategic Vision & Culture:

• Leads the implementation of and advises others about the PASS strategic vision

• Generates strategic ideas and innovations from a wide spectrum of internal and external sources to position PASS as a valued partner

• Demonstrates BMS Values and culture in day-to-day tasks and interactions

Qualifications:

• Bachelor’s Degree in Business, Health or Life Sciences, Healthcare Administration, or related field required; advanced degree (MBA, MA Public Health, PharmD, etc.) preferred

• 5+ years in the pharmaceutical industry including 2+ years in patient services required

• Relevant experience in patient support programs and leading complex product launches within the patient support space

• Experience in managing complex projects, programs, and teams

#LI-Hybrid

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to [email protected]. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

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