Senior Program Lead - Patient Services Content & Compliance

Jobtailor; North Carolina; On-site; USD 70,000 - 100,000; Full time

Job summary

Biogen seeks a Patient Services communications partner to collaborate with US teams—marketing, medical, legal, and regulatory—to develop strategies and materials for customer interactions, including talking points, letters, emails, and training content.

You will manage cross-functional document reviews, maintain scripts and FAQs, ensure brand and regulatory alignment, and drive knowledge management improvements to enhance the customer experience.

Qualifications

• Bachelor’s degree required.
• 3–5 years of experience within Patient Services or the Patient Support industry.
• Technical writing ability, including writing and editing for clarity, conciseness, and accuracy.
• Ability to produce clear written and verbal communications for a wide range of audiences.
• Ability to influence and facilitate effective outcomes without authority.
• Strong prioritization and ability to shift priorities quickly.
• Identify issues and collaborate on solutions.
• Strong collaboration and interpersonal skills.
• Understand and translate Visio diagrams into logical steps.
• Experience with AI-enabled tools for content development and documentation is a plus.

Responsibilities

• Collaborate with US Business teams to develop communications strategies and materials for Patient Services interactions.
• Determine information to share with customers; create talking points and scripts for discussions.
• Create and lead cross-functional document review processes with roles and escalation paths.
• Maintain departmental scripts, FAQs, and letters aligned with brand and regulatory requirements.
• Improve content to support business and customer needs; research trends in knowledge management and documentation.
• Manage the Patient Services knowledge management system.
• Identify system issues and partner with IT to improve performance.
• Manage program KPIs and report results quarterly.
• Support promotional guardrails by creating policies and documentation for cross-functional teams.
• Identify training needs for new policies and procedures with Operations Leadership.
• Evaluate customer experiences and suggest improvements.
• Collaborate with Quality and Training to optimize customer experience and guardrails.
• Represent Patient Services at the cross-departmental Promotional Review Committee for BIIB products.
• Ensure content alignment with legal and regulatory requirements across groups.

Skills

Technical Writing

Content Development

Process Documentation

Communication Strategy

KPI Management

Collaboration

Visio

AI Tools

Education

Bachelor's degree

Tools

Visio Diagrams

AI-Enabled Tools

Job description

Biogen seeks a Patient Services communications partner to collaborate with US teams—marketing, medical, legal, and regulatory—to develop strategies and materials for customer interactions, including talking points, letters, emails, and training content.

You will manage cross-functional document reviews, maintain scripts and FAQs, ensure brand and regulatory alignment, and drive knowledge management improvements to enhance the customer experience.