Senior Program Lead, Process Optimization, PS Content Optimization

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

• Collaborate with US Business teams, including marketing, medical, legal, regulatory, and related partners, to develop communication strategies and materials for Patient Services customer written and verbal interactions, including talking points, letters, emails, faxes, and training materials.


• Determine what information Patient Services can share with customers; create talking points and scripts to support discussions; and provide direction and oversight to Operations Leadership on when and how materials should be used.


• Implement and manage the cross-functional document review process, including process steps, roles and responsibilities, communication, escalation paths, and continuous improvement to ensure documents are updated according to defined requirements.


• Create and maintain departmental practices, scripts, frequently asked questions, and letters containing promotional language for the Patient Services department, ensuring alignment with brand strategy and legal and regulatory requirements.


• Identify opportunities to improve content in support of business and customer needs; research market trends and developments in knowledge management technology, templates, and document management; and recommend alternative solutions.


• Manage the Patient Services departmental knowledge management structure and system.


• Identify and resolve system issues, partnering with IT Business Analysts and programmers on ongoing system development to improve organizational and program performance.


• Manage program KPIs and report results on a quarterly basis.


• Support implementation of promotional guardrails by creating and implementing policies and documentation that apply to Patient Services, as determined by US Commercial Legal, Regulatory, Marketing, Commercial, and Promotional Compliance teams.


• Work with Operations Leadership to determine communication and training needs associated with new policies and procedures, creating materials as needed.


• Identify impacts of process or language on the customer experience and recommend solutions that reflect excellence from the customer perspective.


• Create forums to understand the customer experience and identify opportunities for improvement; work with appropriate groups to implement improvements.


• Partner with Quality and Training to help ensure promotional guardrails and the customer experience are optimized.


• Manage submissions and represent Patient Services at the cross-departmental Promotional Review Committee for two to four BIIB products.


• Partner with medical, legal, regulatory, drug safety, and marketing representatives to ensure record approval.


• Use strong knowledge of Patient Services business needs to explain requirements and influence PRC members so content remains user- and customer-friendly while aligned with legal and regulatory requirements.


• Collaborate with legal, regulatory, drug safety, and marketing representatives to review new content, new concepts, or significant changes to existing content and ensure alignment with each group’s requirements.

Requirements

• Bachelor’s degree required.


• 3–5 years of experience within Patient Services or the Patient Support industry.


• Technical writing ability, including the ability to write and edit for clarity, conciseness, and accuracy.


• Ability to produce clear and concise written and verbal communications for a wide range of audiences, including frontline agents, program teams, Operations Leadership, and Biogen Compliance.


• Ability to influence and facilitate effective outcomes without authority.


• Strong sense of prioritization and ability to shift priorities quickly to meet business needs.


• Ability to identify issues and partner with others to identify, implement, communicate, and train on solutions.


• Strong collaboration and interpersonal skills.


• Ability to understand and navigate Visio diagrams and translate them into logically written steps.


• Demonstrated critical and creative thinking, problem-solving skills, and sound judgment.


• Experience using AI-enabled tools to support content development, drafting, editing, knowledge management, or process documentation in a compliant and business-appropriate manner a plus

Core Competencies

Demonstrates expertise in technical writing and communication strategies tailored for Patient Services, ensuring alignment with legal and regulatory requirements. Proficient in managing cross-functional collaboration and knowledge management systems to enhance customer experience and operational efficiency.

Highest-signal resume keywords

• Technical Writing Ability


• Patient Services Experience


• Collaboration Skills


• Knowledge Management


• Regulatory Compliance

ATS Optimization Keywords

Hard Skills

• Technical Writing


• Content Development


• Process Documentation


• Communication Strategy


• KPI Management

Soft Skills

• Interpersonal Skills


• Problem-Solving Skills


• Critical Thinking


• Influencing Skills


• Prioritization Skills

Industry Keywords

• Patient Support Industry


• Promotional Compliance


• Cross-Functional Collaboration


• Customer Experience


• Document Management

Tools & Technologies

• AI-Enabled Tools


• Visio Diagrams