Patient Experience Associate

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn’t mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Position Summary

The Patient Experience Associate supports effective delivery and continuous improvement of Patient Support Programs designed to help eligible patients navigate access to prescribed therapies.

Working within the Market Access and Patient Experience team at Alexion, the Associate partners with external PSP service providers and internal cross-functional teams to help patients and healthcare providers navigate the treatment-access journey. This includes supporting reimbursement navigation, program enrolment and services, operational issue resolution, program performance monitoring, and implementation of program enhancements.

The role requires a strong understanding of Canada's healthcare environment, where access pathways can vary by province/territory and between public and private coverage, together with a strong commitment to patient experience, privacy, compliance and operational excellence.

Key Responsibilities

Patient Support Program Operations

• Support day-to-day operations of assigned Canadian PSPs and patient services.
• Coordinate activities with PSP vendors, specialty pharmacies and other service providers, as applicable.
• Develop and obtain internal approval of key documents to support OneSource program and business objectives
• Monitor service delivery, operational issues and customer concerns and facilitate timely resolution with appropriate collaborators.
• Support launches, indication expansions, program changes and implementation of new patient services.
• Maintain program documentation, processes and standard operating procedures as required.

Reimbursement & Patient Access

• Support PSP services that help patients and healthcare providers navigate public and private reimbursement pathways.
• Develop an understanding of provincial/territorial drug coverage requirements and re...

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