Patient Community Manager

Role Overview

• Serve as the primary point of contact for patients and, when applicable, caregivers, healthcare providers, and advocacy organizations
• Understand each disease area and patient journey to support patient engagement, ensure their voice is accurately represented, and recognize condition-specific day-to-day needs and quality-of-life considerations that may impact how patients navigate care and daily routines
• Assess patient strengths, stories, and readiness; match to appropriate client/program needs
• Support patients in fulfilling contractual obligations and preparing for engagements
• Coordinate and reinforce presentation skills coaching and training to ensure patient representatives are confident and effective
• Monitor performance and engagement quality, addressing issues promptly and professionally
• Partner closely with Client Strategic Services to align patient representative activities with client objectives and brand initiatives
• Communicate with client (pharmaceutical company) representatives regarding patient engagement needs, expectations, and onsite coordination
• Support execution of client-facing events (e.g., educational programs, internal meetings, photo/video shoots) and represent the program professionally onsite
• Translate patient insights into practical recommendations that improve client strategies and solutions
• Proactively identify improvements to better meet client needs and enhance service delivery
• Own end-to-end management of patient community engagements and related projects (from needs assessment through execution and wrap-up)
• Accountable for providing direction to Meetings Logistics team to plan and implement logistics for projects, including scheduling, travel coordination, and adherence to travel guidelines
• Coordinate across internal teams to deliver on timelines and requirements
• Support annual patient training summit or other on-going training initiatives
• Facilitate the expense process and ensure smooth operational follow-through
• Complete and adhere to required compliance trainings (e.g., HIPAA/Privacy & Security, Sunshine Act, Adverse Event reporting, FDA/FTC promotional requirements, internal policies)
• Handle PHI/PII appropriately; maintain contracts, health records, and personal data in accordance with HIPAA and applicable privacy standards
• Ensure Adverse Events are identified, escalated, and reported per client requirements and internal process
• Maintain up-to-date contracts and track expirations to prevent lapses in eligibility/engagement
• Ensure financial and expense activities follow internal policy and client requirements

Requirements

• Bachelor’s degree from an accredited university
• Minimum 5 years of experience within a life sciences agency or patient advocacy, patient engagement or patient communication consulting firm, or advocacy organization working directly with patients
• Experience working with pharmaceutical or biotechnology companies are a plus
• Experience working directly with patient advocacy groups, patients, and caregivers; empathetic tone and demeanor
• Attention to detail and ability to handle coordination responsibilities over different project requirements/project functions
• Comfort and confidence in the daily use, application and potential of AI
• Understanding of FDA and HIPAA guidelines as well as health literacy principles
• Ability to travel: 35-40%.

Benefits

• Competitive salary plus bonus scheme
• Medical, dental, and vision insurance options
• 401(k) plan with employer match
• Flexible paid time off program + 10 paid holidays
• Flexible spending accounts for health and dependent care
• Health savings account option with employer contribution
• Employee Assistance Program
• Paid short-term and long-term disability coverage
• Company-paid life insurance coverage at 1.5x annual salary
• Paid parental leave and more