Merck & Co, Inc

Director, Patient Experience Innovation

Merck & Co, Inc • $190K — $300K *
North Wales, PA 19454In-Person
Pharmaceuticals & Biotech
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree required; Master's preferred.
  • 8+ years in biopharma patient services or operations.
  • Experience in patient support design and execution.
  • Strong understanding of patient support ecosystems and potential impacts of new capabilities.
  • Experience synthesizing qualitative and quantitative data into actionable recommendations.

Responsibilities

  • Understand and validate patient support designs and their operational feasibility.
  • Act as liaison between brand teams and the Patient Support Center of Excellence.
  • Manage execution of patient strategy and operational function.
  • Oversee capability implementation processes and specifications for vendors.
  • Identify and resolve blockers during implementation phases.
  • Develop implementation playbooks for repeatable processes and risk reduction.
  • Conduct insight generation and market research for therapeutic areas.

Benefits

  • Hybrid work arrangements enabling flexibility.
  • 25% travel requirement, offering diverse engagement opportunities.
Full Job Description
Job Description

Serves as the day-to-day bridge between brand teams and the Patient Support CoE for assigned therapeutic areas, owning TA-specific insight generation, patient journey mapping, and implementation support for critical capabilities. Accountable for translating designs and patient-facing capability concepts into operational and scalable solutions - ensuring new capabilities fit into the broader architecture or new capabilities deploy without disrupting live patient support operations.

Key Responsibilities:
  • Understand and pressure test TA-specific patient support designs, including workflow assumptions, operational feasibility, and implementation sequencing
  • Serve as day-to-day bridge between brand and CoE teams, enabling integration and one-voice execution across assigned TA
  • Own end-to-end patient strategy execution along with the Patient Support Strategy Lead and interaction models across Access, Affordability, and Adherence, supporting agile pod delivery through input gathering, execution follow-through, issue tracking and resolution
  • Own end-to-end implementation process for capabilities, including scoping, sequencing, and operational configuration - translating documentation (design intent, success criteria, technical requirements) into operational specs for hub vendors and internal teams
  • Identify and resolve implementation blockers - including vendor capacity constraints, data integration gaps, CRM configuration issues, and compliance requirements - and escalate to the right stakeholders for resolution
  • Build and maintain implementation playbooks that codify repeatable deployment processes, reducing time and risk of future capability rollouts
  • Conduct TA-specific insight generation, including patient-specific market research and HCP feedback as needed along with the brand patient strategy team


Points of Collaboration
  • Patient Experience and Acceleration Lead: Reporting line; aligning TA-level insights and implementation priorities to vertical strategy and CoE roadmap
  • Patient Access, Affordability, and Adherence Operations Leads: Coordinating deployment timing, vendor impact, and capability sequencing across operational verticals
  • Direct-to-Patient Platform Lead: Thinking through integration with DTP and other emerging channel capabilities as relevant
  • BU Patient Support Strategy lead (SP&ID, Oncology, Rare Disease): Receiving graduated capabilities and brand-specific configuration needs; aligning implementation timing to launch milestones
  • DHH (Data, Hub and Hub Technology): Data integration, CRM configuration, and platform changes required by new capability deployments
  • Hub and Technology Vendors: Translating capability requirements into vendor SOW amendments, configuration changes, and testing protocols
  • Legal, Privacy, and Compliance: Identifying and resolving compliance requirements that create implementation blockers


Qualifications:

Minimum Education Required:

Bachelor's degree; Master's degree preferred

Necessary Skills and Competencies:
  • 8+ years in biopharma patient services, program implementation, or operations, with experience deploying new capabilities across hub, access, affordability, and adherence
  • Prior experience supporting patient support design and execution, including insight generation, pressure-testing, and implementation support across brand and CoE functions
  • Strong understanding of patient support ecosystems, including hub, specialty pharmacy, access, CRM, and patient journey interactions; familiarity with where new capability deployments could create operational disruption
  • Strong understanding of primary care, specialty care and complex therapy archetypes, including patient needs, access barriers, and support-model differences
  • Experience synthesizing qualitative and quantitative inputs into actionable recommendations, including patient, HCP, operational, and program insights; ability to translate findings into operational specs that vendors and hub partners can act on
  • Experience working with hub vendors on SOW amendments, configuration changes, and testing protocols; comfort managing a small, execution-focused team measured by what gets deployed, not designed


#PCAS2026

Required Skills:
Adaptability, Adaptability, Cross-Cultural Competence, Data Integration, Deployment Management, Developing Pricing Strategies, Health Economics, Health Technology Assessment (HTA), Human Diseases, Implementation Management, Insight Generation, Market Research, Negotiation, Patient Interactions, People Leadership, Preparation of Financial Reports, Primary Care, Professional Networking, Project Implementations, Public Health, Regulatory Compliance Consulting, Resource Allocation, Strategic Consulting, Strategic Thinking, System Implementations {+ 2 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Employee Status:
Regular

Relocation:
Domestic

VISA Sponsorship:
No

Travel Requirements:
25%

Flexible Work Arrangements:
Hybrid

Shift:
Not Indicated

Valid Driving License:
No

Hazardous Material(s):
n/a

Job Posting End Date:
08/15/2026
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

About Merck & Co, Inc

Schering-Plough Corporation is a major U.S.-based manufacturer of pharmaceuticals. It operates in three segments: Prescription Pharmaceuticals, Animal Health, and Consumer Health Care. Schering-Plough develops products targeting on allergy, cancer, hepatitis, cardiovascular, central nervous system, respiratory system, and more.  It was founded in 1851 by Ernst Christian Friedrich Schering as Schering AG in Germany. Schering-Plough manufactured several pharmaceutical drugs, the most well-known of which were the allergy drugs Claritin and Clarinex, an anti-cholesterol drug Vytorin, and a brain tumor drug Temodar. It also developed drugs targeting on central nervous system and the respiratory system. Schering Plough also owned and operated the major foot care brand name Dr. Scholl's and the skin care line Coppertone. These also became a part of the new company. Schering-Plough was a full member of the European Federation of Pharmaceutical Industries and Associations (EFPIA), a membership which is also maintained by the new Merck.

Merck & Co, Inc Careers

Join the visionary team at Merck & Co, Inc, a global leader in healthcare dedicated to advancing the world of medicine. As part of our professional community, you'll find dynamic job opportunities that foster innovation and leadership across various fields. Merck & Co, Inc is not just a company; it's a place where you can make a difference.

Work You’ll Do

At Merck & Co, Inc, we are committed to improving global health through groundbreaking research and innovative healthcare solutions. Our team is at the forefront of developing new therapies and vaccines that significantly impact public health worldwide. By joining us, you will collaborate with some of the brightest minds in the industry, using your skills to contribute to projects that save and improve lives around the globe.

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Whether you're seeking an internship, a graduate opportunity, or a professional position, Merck & Co, Inc offers a range of career paths in environments that promote rapid professional growth and development. Explore job opportunities in research, digital transformation, manufacturing, and more, all while benefiting from a culture that supports diversity and inclusion.

Innovate and Lead

Merck & Co, Inc is an ideal environment for those who lead with curiosity and the drive to innovate. Our leadership is committed to fostering a culture where inventive thinking and collaboration are encouraged, making it a perfect place for professionals who seek to make an impact through their work.

Develop Your Skills

With Merck & Co, Inc, you are not just getting a job; you're gaining access to unparalleled career development opportunities. Enhance your skills through diverse training programs, workshops, and continuous learning courses designed to help you grow at every stage of your career.

Benefits and Culture

We understand that our employees are our greatest asset, which is why we offer competitive benefits designed to support the health and well-being of you and your family. From comprehensive health care coverage and retirement plans to flexible working conditions and wellness programs, our benefits package is designed to meet the diverse needs of our team members.

Join Our Team

Ready to advance your career at Merck & Co, Inc? Search open positions that match your skills and interests. We are continuously hiring and looking for passionate, creative, and solution-driven team players. Prepare your resume, sharpen your interview skills, and become part of a company that's dedicated to making a difference.

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Learn more about Merck & Co, Inc
Size
68,000 employees
Market Cap
$282.6 billion
Industry
Pharmaceuticals & Biotech
Net Income
$7 billion
Founded
1668
5 Year Trend
+4.1%
Revenue
$47.9 billion
NASDAQ
MRK
* Ladders Estimates

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