Associate Director, Patient Experience, Respiratory
Merck
July 02, 2026
Remote friendly (Rahway, NJ)
United States
Patient Advocacy
Associate Director, U.S. Patient Experience - Respiratory
Responsibilities
- Operationalize, activate, and optimize end-to-end patient experience (access, fulfillment, adherence).
- Translate operational insights into prioritized 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 patient journey touchpoints.
- Identify and help resolve patient access and adherence risks early.
- Lead execution of patient experience initiatives: plans, deliverables, SLAs, requirements, and enhanced services.
- Drive disciplined execution across workstreams (timeline, risk mitigation, stakeholder alignment).
- Support management of external partners/vendors to ensure quality and performance.
Education
- Bachelor’s degree (BA/BS) or equivalent required.
Requirements
- 5+ years in pharmaceuticals/healthcare with patient experience, patient support programs, access/reimbursement, specialty pharmacy, or related areas.
- Proven experience optimizing end-to-end patient journeys/support models.
- Strategic thinking; ability to translate insights/data into actionable recommendations.
- Lead cross-functional initiatives and influence in a matrix environment.
- Manage multiple priorities in a fast-paced, complex environment.
- Strong communication/storytelling; synthesize insights for senior stakeholders.
- Use data analytics, customer insights, and operational learnings to inform decisions.
- Integrity, attention to detail, accountability.
Preferred
- Respiratory/specialty therapeutics or complex reimbursement/access environments.
- Customer experience tools (journey mapping, CRM/case management, call analytics).
- BI platforms (Tableau, Power BI).
- Vendor/agency management (contracts, performance).
Benefits (if applicable)
- Annual bonus and long-term incentive (if applicable) and comprehensive benefits (medical/dental/vision, retirement/401(k), paid holidays/vacation, compassionate and sick days).
Application
- Apply at https://jobs.merck.com/us/en (or Workday Jobs Hub). Application deadline: 07/17/2026 (effective until 11:59:59PM the day before).
Responsibilities
- Operationalize, activate, and optimize end-to-end patient experience (access, fulfillment, adherence).
- Translate operational insights into prioritized 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 patient journey touchpoints.
- Identify and help resolve patient access and adherence risks early.
- Lead execution of patient experience initiatives: plans, deliverables, SLAs, requirements, and enhanced services.
- Drive disciplined execution across workstreams (timeline, risk mitigation, stakeholder alignment).
- Support management of external partners/vendors to ensure quality and performance.
Education
- Bachelor’s degree (BA/BS) or equivalent required.
Requirements
- 5+ years in pharmaceuticals/healthcare with patient experience, patient support programs, access/reimbursement, specialty pharmacy, or related areas.
- Proven experience optimizing end-to-end patient journeys/support models.
- Strategic thinking; ability to translate insights/data into actionable recommendations.
- Lead cross-functional initiatives and influence in a matrix environment.
- Manage multiple priorities in a fast-paced, complex environment.
- Strong communication/storytelling; synthesize insights for senior stakeholders.
- Use data analytics, customer insights, and operational learnings to inform decisions.
- Integrity, attention to detail, accountability.
Preferred
- Respiratory/specialty therapeutics or complex reimbursement/access environments.
- Customer experience tools (journey mapping, CRM/case management, call analytics).
- BI platforms (Tableau, Power BI).
- Vendor/agency management (contracts, performance).
Benefits (if applicable)
- Annual bonus and long-term incentive (if applicable) and comprehensive benefits (medical/dental/vision, retirement/401(k), paid holidays/vacation, compassionate and sick days).
Application
- Apply at https://jobs.merck.com/us/en (or Workday Jobs Hub). Application deadline: 07/17/2026 (effective until 11:59:59PM the day before).