Head of Digital Transformation, Strategy, Patient Support Services

Head of Digital Transformation, Strategy, Patient Support Services

Biogen is seeking an innovative and strategic leader to serve as the Head of PSS, Evolution and Strategy within the Patient Support Services (PSS) team. This pivotal role will be responsible for the strategic ownership and execution of large strategic projects focused on improving the patient and HCP experience to modernize the business. The PSS Transformation Lead will leverage dedicated resources and work with the PSS team and cross-functional partners to enhance performance and service delivery with the goal of a best-in-class patient experience.

These highly visible strategic projects will impact not only the perception of Biogen Patient Support Services with patients and providers across all Therapeutic areas but will also have the potential to make a significant positive impact on the employee experience and development. The individual hired into this role must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at handling multiple projects with tight deadlines and multiple stakeholders.

This role owns ongoing planning, evaluation / measurement, and optimization of short-term and long-term program performance to enable impact for the company and patients. This is inclusive of end-to-end patient and provider journeys, as well as all patient support programs and services (onboarding, co-pay, adherence, e-services, hub operations, external landscape / monitoring, and shifting market dynamic).

This role requires a highly collaborative and agile leader to liaise with multiple patient support Centers of Excellence and cross-functional teams, including, but not limited to, Product Strategy, Marketing, Market Access, Field, Compliance, Legal, Data Analytics, IT, and Commercial Learning.

Patient Services vision is to build a modern customer engagement platform through innovation, technology, data, and insights to remove non-clinical friction points along the patient journey. We are looking for talent to develop and implement forward-looking digital strategies and drive transformation by leveraging AI and digital technologies. Key areas of focus will include :

• Develop a comprehensive framework for implementing digital services at scale enhancing operational efficiency and patient support
• Strategize and manage the adoption of emerging digital technologies effectively to drive innovation and streamline processes.
• Create detailed tactical and strategic plans for integrating and implementing advanced technologies, ensuring their transformative impact on patient experience
• Identify new opportunities for AI in patient support services to address unmet needs, drive efficiency, and enhance data insights
• Drive effective change management as well as the critical success factors for implementing digital transformation
• Apply best practices and program insights to day-to-day operations and long-term strategic priorities.
• Create robust business cases for recommended strategies and solutions

Additionally, they will ensure the consistency of access tools and language to improve efficiency across brands and manage unified PSS messaging. Reporting to the Head of Patient Service Operations, the PSS Evolution and Strategy role will sit on the Patient Service Leadership Team and work across multiple internal functions and external vendors to drive innovation with subsequent projects and the evolution of our Biogen Services Support model.

Responsibilities

Qualifications

Preferred Qualifications

Job Level : Management

Additional Information

The base compensation range for this role is : $202,000.00-$278,000.00

Base salary offered is determined through an analytical approach utilizing a combination of factors including, but not limited to, relevant skills & experience, job location, and internal equity.

Regular employees are eligible to receive both short term and long-term incentives, including cash bonus and equity incentive opportunities, designed to reward recent achievements and recognize your future potential based on individual, business unit and company performance.

In addition to compensation, Biogen offers a full and highly competitive range of benefits designed to support our employees' and their families physical, financial, emotional, and social well-being; including, but not limited to :

Why Biogen?

We are a global team with a commitment to excellence, and a pioneering spirit. As a mid-sized biotechnology company, we provide the stability and resources of a well-established business while fostering an environment where individual contributions make a significant impact. Our team encompasses some of the most talented and passionate achievers who have unparalleled opportunities for learning, growth, and expanding their skills. Above all, we work together to deliver life-changing medicines, with every role playing a vital part in our mission. Caring Deeply. Achieving Excellence. Changing Lives.

At Biogen, we are committed to building on our culture of inclusion and belonging that reflects the communities where we operate and the patients we serve. We know that diverse backgrounds, cultures, and perspectives make us a stronger and more innovative company, and we are focused on building teams where every employee feels empowered and inspired. Read on to learn more about our DE&I efforts.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.