A leadership role that will oversee a team made up of geographically aligned Patient Navigators (PN). Our Patient Navigators are our front-line customer service roles that provide support for our patients, caregivers, health care professionals and other external vendors. This role will support and lead the PNs as they compliantly manage our consented patients through onboarding, access and certain ongoing phases of the patient journey when prescribed GSK products.
The Patient Experience Team Lead will manage their team with a focus on providing an excellent patient experience through ongoing coaching and development, clear data-driven performance measurements and ensuring compliance with all GSK policies, SOPs, and BRDs. The PX Lead will work cross functionally with all of Market Access, Access and Reimbursement Field Teams, training/quality, and other vendors and GSK internal stakeholders.
Responsibilities:
- Leading a regionally aligned team of Patient Navigator’s supporting a best-in-class patient experience.
- Oversee the team to deliver high touch patient support services, while ensuring a high degree of compliance to program Business Rules and GSK policies
- Utilizing data to drive efficiency throughout the patient journey
- Real-time and daily review of program activity, case status, performance metrics
- Fostering relationships with field leadership to ensure appropriate and effective collaboration with all field teams.
- Building and managing workforce management structure (scheduling, phone coverage schedules, etc.)
- Supporting the creation and implementation of new patient-centric strategies and tactics.
- Quality management of the team through call calibrations, call monitoring, case reviews, etc.
- Developing and maintaining program materials in collaboration with leadership – operating procedures, call guides, work instructions, business rules, etc.
- Facilitate and document recurring team meetings with effective organization skills
- Report activities, performance, risks, etc. to leadership
- Identify risks and opportunities to support driving solutions and best practices
- Appropriately escalate to Operations Director or other leadership as needed
Why You?
Basic Qualifications
We are looking for professionals with the required skills to achieve our goals:
- Bachelor’s degree
- 3+ years of experience in areas of market access, patient support, copay, reimbursement, and/or patient services vendor management/team leadership
- 2+ years of experience in Salesforce Health Cloud for managing patient support programs and case management
Preferred Qualifications
If you have the following characteristics, it would be a plus:
- Advanced degree
- Prior Authorization Certification, Certification in Case Management, Healthcare degree
- Previous field access and reimbursement experience, national access experience
- Passion for patient-centric actions and focus
- Experience launching and operationalizing Patient Services Programs
- Proven problem-solving abilities to address challenges and implement effective solutions in a fast-paced environment
- Strong leadership abilities with experience guiding teams, influencing decision-making processes, and driving a culture of innovation and continuous improvement within the organization
- Comprehensive understanding of data privacy laws, healthcare regulations, and industry standards with regulatory compliance
- Strong written and verbal communication skills including presentation to leadership and stakeholder groups
- Ability to prioritize, coordinate multiple assignments, and work independently
#LI-GSK
Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.
Why GSK?
Uniting science, technology and talent to get ahead of disease together.
GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).
Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.
If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).
GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.
Important notice to Employment businesses/ Agencies
GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.
Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit the Centers for Medicare and Medicaid Services (CMS) website at https://openpaymentsdata.cms.gov/
