Director, Patient & HCP CRM

Job Title

Requisition

Location

Additional Locations

Job Description Summary

Job Description

The Director, Patient & HCP CRM encompasses leading and managing the CRM initiatives within Patient Services and Reimbursement Operations. This role is pivotal in the development and enablement of the Salesforce ecosystem for all US end-users.

• Develop Relationships: Establish and nurture connections with business stakeholders and IT business partners within the organization.
• Patient CRM Initiatives: Lead and manage patient customer relationship management (CRM) initiatives, primarily utilizing Salesforce and third-party data vendors.
• Patient Services Operations: Work Closely with the Patient Services and Reimbursement Operations, to understand the business strategy, manage implementation, and day-to-day operations of the patient CRM system.
• Coordination: Facilitate communication and collaboration between internal stakeholders, technology, and patient support teams.
• Shared Resource Management: Coordinate and work with shared resources who assist with client-facing initiatives including communication, documentation troubleshooting, and reporting.
• Project Management: Manage system enhancements, ensuring project timelines are up-to-date and adhered to.
• System Design and Development: Spearhead the design and development of the Patient CRM platform and updates, including territory alignment, approved emails, system training, and measures for patient services and reimbursement effectiveness.

• Bachelor's degree in Business, Science or IT or relevant area required. Master's degree preferred
• 8+ Years of Experience Expertise in the pharmaceutical industry.
• Experience with reimbursement processes and patient support services.
• Proficient in using Salesforce for system navigation and data management
• Experienced in leveraging Excel and Power BI for data analysis, visualization, and reporting
• Effective in planning and managing projects, including tracking timelines and deliverables
• Strong ability to analyze complex information and resolve issues efficiently
• Skilled in training and supporting end-users to promote successful system adoption
• Excellent communication skills with experience in client-facing roles
• Experienced in team leadership and coordinating shared resources across projects
• Demonstrated success in collaborating with internal teams and external vendors to build and improve capabilities

The role of Director, Patient & HCP CRM is crucial in steering patient services operations towards achieving operational excellence and enhancing patient relationship management through innovative CRM strategies and tools. Manages business requirements with patient services and prioritization with IT for clear and defined results.

Normal office environment. Currently the Company has a hybrid working model but is subject to change based upon business needs.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

The expected base pay range for this position is $180,000-$225,000. Please note that base pay offered may vary depending on factors including job-related knowledge, skills, and experience. This position is eligible for a bonus in accordance with the terms of the applicable program. Bonuses are awarded at the Company's discretion. Mallinckrodt Pharmaceuticals offers employees a Total Rewards package which includes competitive pay and benefits. To learn more about our Total Rewards benefits please visit:Benefits & Well-Being

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