Director, Patient Engagement

June 3, 2019
One Edwards Way, California
Job Type


Serve as a key strategic resource as a patient-focused “customer relationship manager” in developing our patient community to help us better understand and serve patient needs so we can improve patient outcomes. Understanding the patient perspective is key to the development and success of our life-changing therapies, allowing us to continue revolutionizing innovative structural heart technologies and serving the needs of the patients.

Essential Job Functions:

Patient Relations: develop systems to nurture relationships with patients

  • Lead the design and management of a centralized patient relationship management system (i.e., a “Patient CRM”) to support the tracking and development of company/patient interactions (pre and post-procedure)
  • Develop patient service (i.e., “customer service”) strategy to track the intake and follow-up of patient inquiries and interactions with the company, in close coordination with key internal stakeholders, including individual business units, implant registry, quality, customer service and complaints
  • Partner with legal and compliance teams to develop internal policies and training for utilization of patient relationship management systems and patient interactions to ensure compliance with global privacy and other regulations

Patient Community Development: Steward the inclusion of patients in our organization

  • Develop and lead the execution a patient engagement strategy and community programs and events (e.g., Edwards patient community content, “Patient Days”)
  • Partner with business unit patient engagement teams or community managers as needed to activate patient ambassadors and ensure a cohesive Edwards experience
  • Design and oversee an “Ambassador training program” to develop patients’ abilities to exercise their voice(s), including speaker training, coaching, educational curriculum and materials, evaluation criteria and SOPs, etc)
  • Design a system for gauging patient’ willingness, capability and availability to engage in opportunities to share their stories
  • Lead programs to curate patient stories and content for use in multiple settings (internal and external forums)
  • Nurture, establish, and enhance relationships with strategic patient organizations and advocates in support of our alliance development program

Patient Experience Management: Develop guidelines and processes for patient interactions to deliver the ideal experience

  • Co-Lead identification, development and management of required operational systems and standard operating procedures to govern patient experience across the company
  • Develop strong relationships with key internal stakeholders to facilitate collaboration; including, but not limited to, medical affairs, marketing, market access, government relations, quality/complaints handling/customer service, etc.
  • Establish best practices, guidelines, processes, metrics, methodology to provide internal education and training solutions to global Edwards stakeholders

Design meaningful metrics and provide regular reports to help the company improve our ability to develop and maintain valuable relationships with patients and the patient community

Other incidental duties (budget management, internal communications)

Required Education/Skills/Experience:

  • Bachelor’s degree in communications, public policy, marketing or relevant field with 12 years of experience within the health sector or Master’s degree with 10 years of experience required
  • Patient advocacy, marketing, or leadership in a patient association
  • Demonstrated track record of strong patient engagement, with strong patient acumen and an understanding of patient needs and expectations
  • Executive presence and demonstrated ability to lead cross functional teams to gain consensus and alignment
  • Ability to provide thoughtful, strategic recommendations while simultaneously managing tactical execution within a small team
  • Strong matrix management and influencing skills to manage complex, multiple issues and projects
  • Solid ability to work independently under tight timelines and proactively manage budget constraints
  • Strong business acumen; ability to direct and manage vendors to ensure successful implementation of initiatives
  • Consistently represents the company professionally with internal and external customers
  • Strong project and process management skills with the ability to manage multiple projects simultaneously
  • Experience with a Customer Relationship Management (CRM) software tool
  • Expert understanding of relevant regulations and guidelines, including patient privacy, marketing and promotion and anti-kickback regulations and statutes
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