Patient Education Liaison - East (Upstate NY, CT)

Job Title: Patient Education Liaison   

Reports To: Division Director, Patient Education Liaison 

Location: Remote/Field 

FLSA: Exempt 

Department:  Rare Disease PSS 

Job Purpose: 

Across the Rare Diseases our ‘one team, common goals, single mission’ new go-to-market (GTM) approach is leading the way.  

This new Rare Diseases GTM model highlights the need to reinvent and evolve the PEL role with more accountability, responsibility, and strategic intent than ever before. The new PEL will be required to elevate performance, skills, knowledge, behaviors and contribute a critical component of our new play to win elite approach.  

We have elevated the PEL role to include: Building expertise for 7 brands, 5 therapeutic areas, understanding market conditions that impact the patient journey (i.e. payer, government, Pharma, industry, access), understanding rare competitive products, engage in account strategy and planning with galaxy and constellation teams (monthly), advise the cross functional teams on the patient perspective, consider the account direction when making execution decisions, and developing skills sets that will allow them to compliantly bring patient insights back to  leadership reducing the need for external insights gathering. PELs will cross-functionally communicate key performance indicators (KPIs) to measure success and impact (reported quarterly). 

The Patient Education Manager (PEL) is a key field-based member of the U.S. Rare Diseases Patient Support Services team. The PEL upholds the patient-focused mission by delivering comprehensive disease and product education, along with personalized support, to patients and families across all rare disease states and products aligned to assigned Rare Disease key accounts. This role ensures that patients are well-informed and supported throughout their journey. In addition to supporting patients, the PEL establishes, and maintains, a strong working relationship with healthcare professionals, primarily the center coordinating genetic counselor, registered nurse, or other ancillary staff. The PEL works collaboratively in a complex team environment with numerous internal cross-functional groups to help facilitate and optimize patient care.  

Job responsibilities: 

• Lead strategy and execute on communication and coordination of both branded and unbranded education encompassing disease, inheritance and product information to patients and families, covering the existing Rare Disease portfolio as well as potential future launches within the assigned territory. 

• Evaluate individual patients' educational needs and develop strategic, personalized action plans to deliver relevant, impactful education and support. Ensure that the education provided addresses the specific barriers and concerns of each patient, enhancing their understanding and engagement throughout their journey. 

• Lead efforts to facilitate patient education via individual, family, and group meetings, as well as patient organizations and communities, supporting these efforts at the regional and national levels as needed. 

• Develop and execute comprehensive patient programming strategies that prioritize patient needs in key accounts, ensuring alignment of the right programs with the appropriate audiences. Tailor initiatives to provide relevant education, support, and resources, optimizing patient engagement and outcomes across all therapeutic areas. 

• Execute in-depth disease and product in-services, for all infusion settings (e.g., home and outpatient), ensuring healthcare professionals are knowledgeable prior to treating patients. Coordination with field team members as appropriate. 

• Collaborate effectively, building and maintaining strong relationships with the Strategic Account Management cross-functional team (including Commercial, Medical, Marketing, and Case Management) to exchange insights and foster innovative ideas that enhance strategies for key account success. Ensure alignment of patient education initiatives with overall business strategies, driving optimal patient outcomes. 

• Analyze and utilize data to inform strategic decisions, prioritize initiatives across disease states and products and meet established KPI’s. Use insights to adjust communication strategies, optimize patient education efforts, and ensure alignment with business goals. 

• Consistently and accurately document all pertinent communication details in the CRM database, ensuring timely updates and data integrity to support informed decision-making and cross-functional collaboration. 

• Ensure compliance with all relevant company policies, industry standards, and legal and regulatory requirements while fostering collaboration and communication.  Compliantly coordinate the exchange of patient-related information with internal and external stakeholders. 

• Proactively seek opportunities to improve processes and outcomes, embracing change and innovation to enhance patient support and results. 

• Complete administrative reports and projects in a timely fashion. 

• Maintain expertise through continuing medical and scientific education including attendance at relevant symposium, scientific workshops, preceptorships, and review of key journals, and successful completion of internal training programs. 

• Utilize professional communication to foster strong working relationships with internal and external colleagues. 

• Provide caseload coverage outside of assigned territory as needed.   

• Must be able to travel extensively (50% – 75%)