Setting a New Standard for Patient Support

Eric Lee

Executive Director, Head of CF Patient Support
Vertex Pharmaceuticals, Inc

Eric has worked with brands that have redefined what treatment looks like for patients. And while these breakthroughs have created new possibilities, they’ve also come with new challenges. Eric has built his reputation on making sure the patient experience keeps pace.

His leadership was instrumental in developing the current model for Vertex GPS: Guidance & Patient Support. In the early days, there just wasn’t a precedent for a truly patientcentric program. Eric recognized that as life for patients was transforming, the surrounding support had to follow suit. And that meant championing a team dedicated to his cause. Today, Vertex GPS is a data-driven, omnichannel ecosystem built around real-world patient journeys. The program is a sophisticated personalization model that not only adapts support based on treatment history and engagement, but also human factors like life milestones.

As Vertex set off on its next endeavor, they knew exactly who to turn to. The introduction of an innovative gene therapy required navigating unfamiliar clinical and personal considerations.

Eric led the development of Vertex Connects, coordinating a large, cross-functional effort spanning operations and logistics, and building teams from the ground up. This meant mapping out an entirely new journey and order management process. Eric also ensured that the patients were collaborators in crafting resources that best met their needs. Finally, he championed innovative support offerings. Eric’s vision resulted in a forward-thinking, empathetic experience that empowers patients to better plan for their future.

Eric’s approach for support has been lauded as “genuine and authentic.” He has defined his career by redefining what patient support can be. It’s why colleagues consistently turn to him with the most complicated challenges. By doing so, he isn’t just supporting patients through treatment. He’s helping to shape what patient experience should look like in the next era of healthcare.

“Eric has defined his career by edefining what patient support can be.”