Key Responsibilities：

1. Platform Development

• Platform Construction and Optimization
• Responsible for building and continuously optimizing patient service-related platforms, including: patient mini-program and official account, PSR workstation, patient CRM, data platform, reporting platform, and integration with other systems.
• Patient-Side Operations (Self-Service)
• Manage mini-program operation vendors to ensure service quality and compliance.
• Oversee mini-program content publishing, feature maintenance, and push notifications to enhance user experience.
• Configure official account menu, manage push notifications and monitor messages to ensure interaction and information delivery.
• Conduct regular mini-program operation analysis, propose optimization plans, and improve patient self-service efficiency.
• 平台建设及优化
• 负责患者服务相关平台的建设与持续优化，包括：患者小程序及公众号、PSR 工作台、患者 CRM、数据平台、报告平台及其他系统对接。
• 患者端运营（自助服务）
• 管理小程序运营供应商，确保服务质量与合规性。
• 负责小程序内容上架、功能维护、推送管理，提升用户体验。
• 公众号菜单栏配置、推送管理及留言监控，保障互动与信息传递。
• 定期进行小程序运营分析，提出优化方案，提升患者自助服务效率。
• 平台建设及优化
• 负责患者服务相关平台的建设与持续优化，包括：患者小程序及公众号、PSR 作台、患者 CRM、数据平台、报告平台及其他系统对接。
• 患者端运营（自助服务）

2. Solution Excellence

· Strategy Development

• Formulate platform operation strategies and deliver quarterly industry competitive intelligence to support business decisions.
• Establish a platform operation review mechanism and drive the implementation of agile optimization strategies.

· Change Management

• Promote internal understanding and adoption of the patient platform; develop and standardize Patient Service Playbook and SOP to ensure consistency and efficient execution.

· Patient Insights

• Build a model for generating and applying patient insights to enable precise services and business innovation.

· AI Exploration

• Explore AI application scenarios to empower patient services and business decision-making, driving intelligent transformation.
• 策略制定
• 制定平台运营策略，季度产出行业竞争情报，支持业务决策。
• 建立平台运营复盘机制，推动敏捷优化策略落地。
• 变革管理
• 推动内部对患者平台的理解与应用，制定并标准化患者服务 Playbook 和 SOP，确保一致性与高效执行。
• 患者洞察
• 建立患者洞察生成及应用模式，支持精准服务与业务创新。
• AI 探索
• 探索 AI 应用场景，赋能患者服务及业务决策，推动智能化转型。

REQUIREMENTS

• Bachelor’s degree or above; majors in healthcare, information technology, or related fields preferred.
• Minimum 10 years of relevant experience in the pharmaceutical or healthcare sector, with at least 5 years in platform operations or digital project management.
• Familiar with mini-programs, official account operations, and Patient CRM systems; strong data analysis skills.
• Strategic thinker with excellent cross-functional collaboration skills; capable of driving change and innovation.
• Strong interest in AI technology and its application in patient services, with proven ability to explore and implement solutions.
• Excellent communication, writing, and reporting skills in both Chinese and English.