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Patient Services Consultant (Princeton, NJ)

ZS is a professional services firm that works side by side with companies to help develop and deliver products that drive customer value and company results. From R&D to portfolio strategy, customer insights, marketing and sales strategy, operations and technology, we leverage our deep industry expertise and leading-edge analytics to create solutions that work in the real world. Our most valuable asset is our people—a fact that’s reflected in our values-driven organization in which new perspectives are integral and new ideas are celebrated. ZSers are passionately committed to helping companies and their customers thrive in industries ranging from healthcare and life sciences, to high-tech, financial services, travel and transportation, and beyond.


ZS's Business Consulting group partners with clients to design and deliver solutions to help them tackle a broad range of business challenges. Our teams work on multiple projects simultaneously, leveraging advanced data analytics and problem-solving techniques. Our recommendations and solutions are based on rigorous research and analysis underpinned by deep expertise and thought leadership



We are currently seeking applicants for a Consultant to join our Consumer Centric Marketing  (CCM) practice, with a focus on Optimizing and Orchestration Patient Support Programs. The person in this role will be responsible for working with Principals, Associate Principals and Managers to build our solutions for Patient Experience Optimization within patient marketing and support services.   Qualified candidates will possess the skills detailed below and relevant work experience.  Immediate responsibility for supporting the engagement and dveleopment of Patient Centric ZS offerings, leading project teams, and collaborating with other ZS leaders to build client relationships.



  • Define and design use cases and requirements for patient support program transactions and processes
  • Working with internal teams and clients, identify areas for optimization and define innovative solutions
  • Helps clients adapt their patient services to optimize and orchestrate patient support programs
  • Works with clients to establish strategic opportunity, operational standards, policies and procedures for hub services operations to leverage next best action/service
  • Analyzes program-specific performance data.  Works with clients to establish & implement plans to achieve strategic goals & key program success indicators
  • Strategically assess patient support programs and operational processes to identify areas for improvement including automation and infusing analytics into processes
  • Understands the nuances of PSP programs and leveraging the data available to determine what a patient needs within the ecosystem and how to support these needs
  • Understands the regulatory and compliance aspects of patient support programs
  • Maintains awareness of developments in the pharmaceutical, insurance and call center industry
  • Understands the evolving payer environment as well industry standards
  • Helps clients to select and manage vendor relationships and contracts for programs within the portfolio 
  • Directs multiple projects simultaneously, honing analytic and project management skills
  • Motivates, coach and serve as a role model for project team members
  • Provide thought leadership and innovation within projects and specifically within the Consumer & Patient and consumer health practice 



  • A strong passion for developing the future of how patients are supporting, elevating the gold standard for patient services
  • 8-10 years of relevant work experience within Hub Services Operations functions either for consultancy or pharmaceutical manufacturer
  • In-depth knowledge of the functional process for PSP operations and how Hub Services programs are built within pharmaceutical organizations.  Candidate should be intimate with the steps and nuances of operationalizing a Hub from developing enrollment processes through ongoing case management activities.
  • In-depth knowledge of the functional aspects of the technology enabling the processes within the PSP functions and how they work together
  • Digital Marketing Platform experience (Salesforce Marketing Cloud / Adobe preferred) – implementation and/or operations
  • In-depth knowledge of the analytics and reporting needs to measure performance of programs, services, etc.
  • Patient and caregiver engagement, product development, marketing and communications experience in the digital health space
  • Relevant project and program management experience as well as change management experience
  • Deep understanding of patient and caregiver data sources
  • Experience with measuring and implementing marketing modifications based on patient market research
  • Experience evaluating voice-of-the-patient data and analytics to improve engagement
  • Knowledge of PHI and related best practices
  • Prior consulting experience is preferred
  • Strong project management experience
  • Strong interpersonal skills
  • Strong analytic problem-solving experience
  • Executive-level presence and communication

ZS is a global consulting firm; fluency in English is required, additional fluency in at least one European or Asian language is desirable. 
Candidates must possess work authorization for their intended country of employment. An on-line application, including a cover letter expressing interest and a full set of transcripts (official or unofficial), is required to be considered.
ZS offers a competitive compensation package with salary and bonus incentives, complete medical/dental/life insurance programs and retirement savings benefits. We are an Equal Opportunity Employer.


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ZS has been recognized globally for its expertise in consulting and its flexible work environment. View ZS’s accolades.


Nearest Major Market: New Jersey