[Hiring] Associate Director, Strategy & Operations, Customer Experience, Patient Access Liaison @Bristol Myers Squibb

Role Description

The Associate Director, Strategy & Operations, Customer Experience, Patient Access Liaison (PAL) is responsible for leading and managing all core components for the PAL team to execute daily activities. This includes:

• Management and evolution of Rules of Engagement (ROE) & Ways of Work (WoW).
• Overseeing the development and maintenance of analytics tools and collaborating with data governance as needed.
• Overseeing the management of field alignment.
• Ensuring readiness for key meetings including POAs, Quarterly Business Reviews, and Leadership reviews.
• Collaborating with internal and external learning and development teams to execute onboarding and upskilling training.
• Developing and implementing the use of strategic resources.

Key Responsibilities

• Management of Rules of Engagement Document and Ways of Work:
  • Maintain and update the Rules of Engagement (ROE) document to ensure clear guidelines and protocols for field operations.
  • Ensure the ROE document is aligned with company policies, regulatory requirements, and industry best practices.
  • Communicate and enforce the ROE among field operations staff, ensuring consistent application across all regions.
  • Regularly review and revise the ROE document based on feedback, operational changes, and evolving business needs.
  • Create and manage Ways of Working (WoW) documents to standardize processes and workflows.
  • Socialize and gather feedback from field, internal and external stakeholders.
• Analytics Tools:
  • Oversee the development and maintenance of a comprehensive dashboard inventory to track key performance indicators (KPIs) and metrics for field operations.
  • Ensure dashboards provide actionable insights and are user-friendly for field operations staff and senior leadership.
  • Regularly review and update dashboards to reflect current priorities, goals, and performance metrics.
  • Utilize dashboard data to identify trends, areas for improvement, and opportunities for operational enhancements.
  • Collaborate with PAL leadership and customer experience to ensure analytics tools support the broader strategic direction of the PAL team.
  • Serve as the primary point of contact with Data Governance to ensure data strategy is in conformance with all applicable legal and compliance guidelines and aligned with overall strategy.
• Field Alignments:
  • Manage the process of field alignments to ensure optimal coverage and resource allocation across regions.
  • Collaborate with sales, marketing, and other relevant departments to align field operations with overall business strategy and objectives.
  • Analyze market data, patient needs, and field performance to make data-driven decisions on field alignments.
• Ensuring Readiness for Key Meetings:
  • Plan, organize, and execute sessions/meetings for PAL team.
  • Collaborate with PAL field leadership to prepare for and execute Quarterly Business Reviews and Field leadership Reviews.
  • Lead preparation for internal BMS management reviews.
• Training:
  • Provide vision and strategic partnership to internal and external learning and development teams to ensure alignment with organizational goals and objectives and execute onboarding training and ongoing upskilling.
• Strategic Resources:
  • Serve as a primary point of contact with PAL Field Leadership, Customer Experience Team, and Market Access Team to identify, build, and implement use of resources aligned with overall PAL strategy.

Qualifications

• Bachelor’s degree in a relevant field; advanced degree preferred.
• Preferred minimum of 5 years of experience in patient access support services, customer experience, reimbursement management, or a related field.
• Strong ability to develop and implement strategic plans.
• Excellent communication and collaboration skills.
• Strong analytical skills and experience with data-driven decision-making.
• Demonstrated success in managing complex expectations and requirements.
• Ability to work effectively with cross-functional teams and external stakeholders.

Requirements

• This role requires travel to meet with stakeholders and attend industry events.

Benefits

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.
• Work-life benefits include:
  • Paid Time Off for US Exempt Employees: flexible time off (unlimited, with manager approval), 11 paid national holidays.
  • Paid Time Off for Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays.
  • Additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, and leaves of absence for various needs.