Project Lead, Patient Experience

Summary of Purpose:

The Project Lead, Patient Experience (PL) supports the implementation and continuous improvement of Patient Support Programs (PSPs) and related initiatives across therapeutic areas. Working closely with cross-functional teams, the PL contributes to the development, execution, and optimization of operational processes, tools, and materials that enable exceptional patient, caregiver, and health care provider experiences. This role is focused on coordination, project execution, and operational excellence.

Responsibilities:

Program and Project Execution

• Support the development, launch, and maintenance of PSPs and associated tools, materials, and digital solutions.
• Coordinate day-to-day operational activities and timelines for assigned PSP initiatives.
• Assist in defining and documenting program requirements in collaboration with internal stakeholders and vendors.
• Participate in the development and review of patient and HCP clinical and non-clinical materials, communication, to offer adequate patient counseling and ensure alignment with program objectives and compliance requirements
• Contribute to the preparation of program reports, dashboards, and operational reviews.

Cross-Functional Collaboration

• Collaborate with Brand, Medical, Access, Compliance, and Vendor teams to support alignment on PSP objectives and execution.
• Act as the operational point of contact for internal teams and PSP vendor partners to ensure seamless communication and issue resolution.
• Support the planning and facilitation of PSP-related meetings, workshops, and training sessions.

Process Optimization and Quality

• Support process mapping, workflow documentation, and continuous improvement initiatives within the Patient Experience function.
• Contribute to the maintenance and update of Standard Operating Procedures (SOPs), Work Instructions, and operational playbooks.
• Help monitor key performance indicators (KPIs) and assist in preparing analyses or recommendations to enhance program quality and efficiency.
• Support the development of PSP training materials, job aids, and communication tools.
• Maintain records, documentation, and version control for assigned projects.
• Provide administrative and logistical support for PSP implementation, audits, and reporting.

Compliance and Governance

• Ensure that all activities are conducted in compliance with Otsuka policies, industry codes, privacy standards, and relevant regulations.
• Assist in tracking and reporting Safety Information, Product Quality Complaints, and Customer Feedback in accordance with current procedures.

Qualifications and Key Competencies

• Bachelor’s degree (preferably in healthcare or science)
• Minimum 4–6 years of relevant experience in the pharmaceutical industry, PSP operations, or patient services coordination.
• Strong understanding of patient support operations and Canadian market dynamics.
• Experience working with third-party service providers or vendors.
• Excellent organizational and project coordination skills.
• Strong analytical skills and attention to detail.
• Demonstrated ability to work collaboratively across functions and levels.
• Excellent verbal and written communication skills
• Customer-centric mindset and commitment to high-quality service delivery.
• Proficiency in Microsoft Office Suite and familiarity with CRM or PSP digital platforms preferred.
• Able to work independently and proactively in a dynamic environment.

Supervision of Others:

None