Associate Director, Patient Experience, Respiratory
Merck
July 02, 2026
Remote friendly (North Wales, PA)
United States
Patient Advocacy
Associate Director, U.S. Patient Experience – Respiratory
Responsibilities
- Support operationalization, activation, and optimization of the end-to-end patient experience strategy (access, fulfillment, adherence).
- Translate operational insights into prioritized experience improvements and strategic recommendations.
- Champion a test-and-learn approach, identifying digital/data-driven opportunities.
- Partner across hub services, specialty pharmacy, field access, market access, marketing, data/analytics, legal, and compliance to ensure coordinated execution.
- Ensure seamless stakeholder integration and effective handoffs across all patient touchpoints.
- Lead proactive, insight-driven identification and resolution of access and adherence risks.
- Lead execution of key patient experience initiatives by translating priorities into plans, deliverables, SLAs, requirements, and enhanced services.
- Manage execution across multiple workstreams (timeline management, risk mitigation, stakeholder alignment).
- Support management of external partners/vendors to ensure quality delivery and performance.
Education
- Bachelor’s degree or equivalent (BA/BS) required.
Requirements
- 5+ years in pharmaceuticals/healthcare with experience in patient experience, patient support programs, access/reimbursement, specialty pharmacy, or related areas.
- Demonstrated ability to support/optimize end-to-end patient journeys.
- Strong strategic thinking; ability to translate insights/data into actionable recommendations.
- Ability to lead cross-functional initiatives and influence in a matrixed environment.
- Experience managing multiple priorities in a fast-paced, complex environment.
- Strong communication and storytelling; synthesize insights for senior stakeholders.
- Ability to leverage data analytics, customer insights, and operational learnings.
- High integrity, attention to detail, and accountability.
Preferred Skills
- Respiratory/specialty therapeutics/complex reimbursement-access experience.
- Knowledge of hub services, specialty pharmacy operations, and patient support ecosystems.
- Customer experience tools (journey mapping, CRM/case management, call analytics).
- BI platforms (Tableau, Power BI).
- Vendor/agency management, including contracts and performance management.
Application Instructions
- Apply via https://jobs.merck.com/us/en (or Workday Jobs Hub for current employees).
Responsibilities
- Support operationalization, activation, and optimization of the end-to-end patient experience strategy (access, fulfillment, adherence).
- Translate operational insights into prioritized experience improvements and strategic recommendations.
- Champion a test-and-learn approach, identifying digital/data-driven opportunities.
- Partner across hub services, specialty pharmacy, field access, market access, marketing, data/analytics, legal, and compliance to ensure coordinated execution.
- Ensure seamless stakeholder integration and effective handoffs across all patient touchpoints.
- Lead proactive, insight-driven identification and resolution of access and adherence risks.
- Lead execution of key patient experience initiatives by translating priorities into plans, deliverables, SLAs, requirements, and enhanced services.
- Manage execution across multiple workstreams (timeline management, risk mitigation, stakeholder alignment).
- Support management of external partners/vendors to ensure quality delivery and performance.
Education
- Bachelor’s degree or equivalent (BA/BS) required.
Requirements
- 5+ years in pharmaceuticals/healthcare with experience in patient experience, patient support programs, access/reimbursement, specialty pharmacy, or related areas.
- Demonstrated ability to support/optimize end-to-end patient journeys.
- Strong strategic thinking; ability to translate insights/data into actionable recommendations.
- Ability to lead cross-functional initiatives and influence in a matrixed environment.
- Experience managing multiple priorities in a fast-paced, complex environment.
- Strong communication and storytelling; synthesize insights for senior stakeholders.
- Ability to leverage data analytics, customer insights, and operational learnings.
- High integrity, attention to detail, and accountability.
Preferred Skills
- Respiratory/specialty therapeutics/complex reimbursement-access experience.
- Knowledge of hub services, specialty pharmacy operations, and patient support ecosystems.
- Customer experience tools (journey mapping, CRM/case management, call analytics).
- BI platforms (Tableau, Power BI).
- Vendor/agency management, including contracts and performance management.
Application Instructions
- Apply via https://jobs.merck.com/us/en (or Workday Jobs Hub for current employees).