Sr. Program Lead, PS Content Optimization
About This RoleWe are seeking a skilled Sr. Program Lead to implement regulatory, legal, and commercial compliance controls for identified areas of promotional risk. This position is responsible for working cross-functionally to develop and maintain Patient Services documentation and the Knowledge Management system to store documentation, including Patient Services policies, talking points, departmental procedures, frequently asked questions, scripts, letters, and related materials. This role helps provide consistent guidance for Patient Services business practices while supporting compliant, customer-focused communications.Who We ArePatient Services partners across commercial, medical, legal, regulatory, compliance, quality, training, operations, and technology teams to support business practices that are clear, consistent, compliant, and centered on the customer experience. The team develops and maintains documentation, processes, and knowledge management resources that guide frontline agents, program teams, Operations Leadership, and cross-functional partners.What You’ll DoPatient Services Material Development and OversightCollaborate 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.Departmental Knowledge ManagementCreate 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.Promotional Guardrails and Customer Experience OversightSupport 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, a...