Susan Dodge Email & Phone Number

Hoboken, NJ, US

• NOVARTIS PHARMACEUTICALS CORPORATION – Executive Director, Case Management, Patient Service Center
• Spearheaded 2021 launch of the internal Patient Services Engagement Center for retail and specialty products, expertly leading the growth of the HQ leadership team and Intake and Case Management professionals from 20.
• Contributed to the successful launch of the retail brand in 2021, the specialty launch in 2022, and the oncology launch in 2024 by leading strategic and operational initiatives.
• Steered Case Manager development for 100+ agent team for case management specialty and oncology launches spanning Salesforce system development, process training, performance excellence, and customer and strategic.
• Established and refined an intake team, maximizing workflow and reducing intake SLA by 50% without increasing staff.
• Serve as a trusted SME in IT product and content development, crafting high-level technology solutions in accelerated timelines across teams of 50+ members to enhance the user experience.

• Utilized data and consulting expertise to earn executive buy-in for eliminating a $10M hub and creating a new Xiidra enhanced e-services strategy transitioning to a modernized model in an evolving retail market.
• Partnered with PSS field reimbursement to identify the current access needs of the Xiidra field team and engineer a comprehensive framework for evaluating appropriate resources and training to strengthen performance.
• Facilitated technical, compliance, and brand discussions to catapult the launch of a revolutionary text-to-enroll adherence and copay program, increasing enrollment by 20%+.
• Optimized operations for ultra-orphan drugs, achieving 30% e-services improvements in time-to-therapy/cost and ensuring alignment to the field reimbursement team model.
• As the PSS and brand SME, crafted robust PSS strategy and services for the ligelizumab launch across the onboarding service design for patients/caregivers and HCPs/practice managers.

• Director, Patient & Specialty Services Strategy, CV/Resp Business Unit/Associate Director, Patient & Specialty Services Cardiovascular Strategic Lead
• Earned the NVS US Business Excellence Patient Gold Award for leading team to create a first-in-market Electronic Benefit Verification format,
• Created a 90 day focused co-pay card strategy within 3 months, delving extensively into critical data and trends to result in such as a a 23% increase doubling in of 90-day co-pay usage script utilization in 1 month.
• Incorporated electronic Prior Authorization services directly into CV Hub, resulting in reduction of ready-to-fill time from 12 to 4 days
• Developed and delivered extensive training programs for a 1K+ CV field force,
• Received the NVS Doing Best What Matters Most US Award for a successful collaboration with the hospital/Systems of Care team, delivering compliant medication access programs, and educating stakeholders to secure trust.

• Use deep understanding of CV patient access journey to develop strategic solutions to patient access challenges, while providing an exceptional patient and HCP experience
• Partner with Market Access Marketing and Training to create and execute intensive training for 1000+ CV field force on the branded Heart Failure market access environment and patient services offerings that enable.
• Transform CV PSS offering strategy (e.g., HUB, enrollment, BV, PA, live process support, Financial Support, adherence), focusing on innovative solutions to improve the patient and HCP experience - creating better.
• Co-lead multi-functional team to enhance co-pay card strategy in accelerated time period, closely monitor offer impact and trends in co-pay use (23% increase in month one), and oversee strategic recommendations and.
• Advance 90-day strategy across mail order and retail, including environmental analysis, performance analytics, and exploring PBM/payer partnerships, Trade/Pharmacy education, and DTP/DTC digital opportunities
• Co-create with operations team new brand-facing PSS dashboard to help identify early challenges and drive process improvements across the brand services

• Delivered data-driven insights, addressing key strategic questions related to access barriers, patient journey comprehension, and interactions with payer and HCP requirements.
• Leveraged primary and secondary research and customer discussions spanning macroeconomic trends, ACA, biosimilars, and pricing scrutiny, to monitor and disseminate the impact of current trends in US managed markets and.
• Increased patient flow and treatment transparency by collaborating with analytics and operations to craft new data sources.
• United with the managed markets team to champion a first-of-its-kind pricing study focused on price, access, and utilization for various stakeholders, striving to ascertain potential pricing and formulary roadblocks.
• Work with US Managed Markets and Brand teams to provide strategic insights on USMM customers across the portfolio, with focus on launch brands in Heart Failure, Psoriasis, COPD with the goal to increase patient ability.
• Lead teams in research informing Product Value Propositions for use with key stakeholders across major accounts [Medicare (MAPD/PDP), Commercial (Medical/PBM), Systems of Care (hospitals, other providers, ACO/IDNs)]

• Synthesizing current research to inform the big picture of current serelaxin knowledge of key customers, landscape, and open questions
• Performing gap analysis on current information and research to ensure ongoing research and insights answer key strategic questions necessary for a successful launch in a new space
• Creating launch readiness insights plan in partnership with analytics and other marketing teams

US

• Engagement Manager 2010– PresentAssociate/Sr Associate 2008-2010
• Directed global brand teams of EMEA and US affiliates and 15+ global functional leads, overseeing launch readiness of 2 leading oncology products by elevating strategy and key success factors, identifying gaps.
• Steered post-launch activities for a second-to-market pivotal cardiovascular drug, evaluating slow uptake and creating an acceleration strategy.
• Oversaw a team for global market access and global pricing, evaluating 2nd and 3rd-order effects of pricing strategies against competition, government, and payers for CV products in the US, EU5, and Canada.
• Worked closely with the SVP of US marketing for a prestigious cardiovascular drug to devise a strategic plan for maximizing value in anticipation of upcoming generic competition in a rapidly evolving market.
• Led a team specializing in the study and development of post-healthcare reform strategy, assessing operational readiness and analyzing the future implications of client profits.

South San Francisco, California, US

Created a 2 year plan for entering a new influential managed care market with employers, including new strategic objectives, strategies, and high-level tactics to be implemented in 2008

Managed over $10M worth of projects in development and execution of strategy and tactics, including a project defining the marketing strategy for the #3 selling drug in the country

Small Medical Education company created medical content for large pharmaceutical companies

Master Of Business Administration (Mba)

Bachelor Of Arts (B.A.), Molecular Biology