Group Director, Patient Engagement (agency/not hospital)

GROUP DIRECTOR, PATIENT ENGAGEMENT

Job Summary

The Group Director (GD) leads one or more client accounts within The Patient Engagement Group and ensure they are profitable and growing. The GD is the primary point of contact for the client and takes responsibility for the delivery of quality patient-focused programs and creative work. They ensure teams meet clients’ objectives and addresses related business needs. The GD coordinates resources needed to successfully manage projects and balances client expectations with the execution of Patient Engager™ and patient marketing programs.

The GD also works closely with the Patient Engagement SVP and Operation’s Lead to ensure the group is continuously seeking and implementing opportunities to: grow internal capabilities, develop cost saving solutions, generate business opportunities, and efficiencies. This includes, the workflow of materials coming into and out of the group, financial management of resources utilized, labor and expenses incurred, and ensuring seamless and successful execution on all fronts.

Essential Duties & Responsibilities

Strategic Account Management

• Effectively communicating with clients about strategic account and brand needs that lead to organic growth
• Maintaining ongoing communications with key client contacts to gauge performance and foster relationships
• Providing clear, strategic direction across teams
• Evaluating deliverables and tactical plans against strategic direction including providing constructive feedback
• Proactively identifying potential issues or conflicts during the project lifecycle to assist account team in mitigating client concerns

Critical Knowledge

• Comprehensive understanding of each client’s business
• In-depth knowledge of, and compassion for, each client’s patient group and their needs
• Thorough understanding of industry business trends, and a broad knowledge of what’s going on in the patient marketing space in order to offer innovative solutions to clients
• Supporting strategic team in the translation of patient/caregiver insights into programs and materials developed for related deliverables

Tactics and Execution

• Overseeing all activities related to supporting programs and projects for assigned account(s)
• This includes strategy, planning and status meetings, financial reconciliation, partner agency coordination, project level reporting, and measurement and participation in review committee process as needed
• Approaching client projects from a holistic patient marketing perspective
• Elevating the perspective of patients/caregivers in all strategy and execution of tactics while ensuring their voice/experience is always considered
• Ensuring agency adheres to client development process and proactively coordinates meetings with MLR Coordinator in order to manage client expectations on project deployment

Management Skills

• Managing a cross-functional team including Patient Ambassador Manager(s), Account Manager(s), and Program Event Planner(s) in developing, planning, and executing patient marketing programs
• Mentoring team on superior customer service
• Determining job objectives, work methods and performance standards; review performance relative to departmental objectives; work with HR to communicate salary changes, promotions, transfers, discipline, and discharge, and help administer all other personnel actions

Financial Oversight

• Driving the Patient Engagements Group’s revenue and profitability model by developing and monitoring forecast projections
• Ensuring work is completed within budget and demonstrating team accountability for 1) SOW development; 2) client signed estimates PO and invoice tracking; 3) accurate and timely budget reconciliations for all projects; 4) continued efforts to realize cost savings
• Assisting leadership team with identification and execution new business opportunities to continue to drive overall growth of The Patient Engagement Group

Operations Management

• Working with Patient Engagement Operations lead to maintain effective communication around SOP updates including recommendations for improved internal operations
• Supporting Operations lead on training and implementation of all core SOPs and associated documentation in order to meet and exceed Client expectations
• Championing and ensuring cross-functional teams are working cohesively and consistently while adhering to internal agency standard operation procedures
• Resource planning and management of full-time employees and freelance contractors
• Ensuring agency resources are aligned to meet Client deadlines per approved project budgets and plans
• Proactively identifying and being the point of contact for freelance contractors as needed
• Managing an accurate internal agency resource report which tracks individual utilization
• Onboarding new clients

Experience, Skills, and Qualifications

• Bachelor’s degree
• 10+ years of agency engagement experience with a biopharmaceutical company or patient engagement vendor highly preferable
• Experience in working with Patient Advocacy Organizations is a plus
• Excellent leadership and organizational skills
• Superior interpersonal and customer service skills
• Excellent oral, written and presentation skills
• Proficient in MS365 Word, Excel (advanced), Power Point, Outlook and Teams; SAP experience preferred
• A desire for excellence and a passion to succeed in a fast-moving and ever-evolving environment where everyone is expected to be hands-on
• Strong team management capabilities including multiple direct reports
• A keen attention to detail and budget management
• Ability to make clear, concise decisions and solve complex problems

 Travel Requirements

• 25% domestic travel may be required

About OPEN Health

OPEN Health unites deep scientific knowledge with wide-ranging specialist expertise to unlock possibilities that improve health outcomes and patient wellbeing. Working in partnership with our clients, we embrace our different perspectives and strengths to deliver fresh thinking and solutions that make a difference. 

OPEN Health is a flexible global organization that solves complex healthcare challenges across HEOR and market access, medical communications and creative omnichannel campaigns. 

What we offer:

As a global organization, OPEN Health is committed to supporting our employees and their families through a comprehensive benefits program

• Competitive pay, generous paid vacation and holidays, and health insurance programs across all our locations
• Ongoing training and development opportunities which foster and shape your individual career path
• An active and growing commitment to bettering the communities our employees call home through our Corporate Social Responsibility program
• The opportunity to thrive in a global, collaborative environment while working every day to improve health outcomes and patient wellbeing
• Diverse, inclusive culture that encourages you to bring your whole self to work

If we sound like the sort of business environment in which you would thrive, then we would love to hear from you.