Patient Access Information Systems, Associate Director

Career Category

Job Description

In this strategic position within the Rare Disease Business Unit (RDBU), you will drive the vision and execution of our patient access technology ecosystem. As the key liaison among Patient Access, Information Services, and Data teams, you will ensure the seamless delivery of patient support services through advanced technologies, including CRM systems and innovative solutions.

You will manage a diverse portfolio of operational and improvement initiatives from various business stakeholders, demonstrating a commitment to leveraging cutting-edge technology to enhance Patient Support Programs. Your proactive engagement with team strategies will facilitate ongoing education for Patient Access leaders on emerging technologies, informing and shaping future roadmaps.

As a business technology leader, you will be crucial in defining our technological vision, enhancing user experiences, and optimizing operational efficiency. This multifaceted role requires strong leadership, strategic insight, and a profound understanding of how technology can advance business objectives.

The ideal candidate will thrive in a complex environment, exhibiting initiative, problem-solving capabilities, and effective collaboration across multiple workstreams while exercising sound business judgment. Key responsibilities will include activating technology teams and identifying opportunities for continuous improvement in patient support programs through innovative process and system enhancements. Strong communication and collaboration with cross-functional teams will be essential for your success.

Role/Responsibilities:

• Ensure data and process compatibility, minimizing disruption to daily operations.
• Develop and maintain the Patient Access technology strategy through effective cross-functional collaboration.
• Lead continuous process improvement initiatives to boost productivity and reduce operational costs.
• Identify opportunities to automate redundant processes using Artificial Intelligence and workflow automation.
• Ensure compliance with Amgen’s change and release management processes for CRM ecosystems.
• Drive the technology strategy and roadmap for Patient Access CRMs.
• Collaborate with Directors to design innovative Patient Support Programs for new product launches.
• Partner with the Patient Experience and Innovation team to evaluate and pilot emerging technologies.
• Oversee technology budget forecasting, purchase orders, and invoice management.
• Present technology roadmaps, strategies, and insights to senior leadership and cross-functional committees.
• Collaborate with IT product teams to develop detailed technical requirements and design options.
• Work with business leadership and training teams to implement technological enhancements and process changes for system users.
• Define a user-centric approach to empower Patient Access staff in maximizing productivity with technology tools.

• Foster collaboration with cross-functional teams to create seamless, intuitive, and customer-focused experiences.

Preferred Qualifications

• Strong understanding of the pharmaceutical industry, specifically US Patient Services
• Experience enabling technology (CRM, etc.) for patient access in biopharmaceutical space Experience either leading patient support programs, underlying technology that drives patient support, or data mastering/patient mastering within the biopharmaceutical space
• Authoritative command of complexity and ambiguity; ability to see the big picture
• Ability to collaborate, lead and influence cross functional teams with a diverse set of backgrounds
• Ability to collect, digest and assemble information to drive decision making and solve business problems
• Demonstrates autonomy with the ability to navigate complex projects
• Experience with supporting field & call center staff
• Experience with Scrum Agile frameworks, CRM technology architecture and integrations
• Experience with the Salesforce CRM, Tableau or other reporting and analytics tools
• Strong understanding of Healthcare Data Mastering and Patient Data Mastering
• Exceptional analytical capabilities
• Excellent written and oral communication skills to work across and up through the organization, including escalation and mitigation of issues and risks
• Strong presentation and interpersonal skills
• Strong project management and business analyst skills and experience.

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As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen's application deadline for this position is 12/20/2024; we will continue accepting applications until we receive a sufficient number or select a candidate for the position.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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