Director Patient Experience, Specialty
Gsk•21h ago
United StatesOnsite$180K–$300KFull-timeDirector Level6+ yrs exp
H-1B sponsor
The Director, Patient Experience – Specialty, reports to the Senior Director, Patient Experience & Reimbursement Programs. This role leads oversight of an industry-leading patient experience program for patients and works cross-functionally to design and build the strategic patient services programs for launch products
Key Responsibilities
- Lead patient experience call center services for specialty products, ensuring program SOPs, workflows, training, and reporting align with patient access and ongoing support needs.
- Monitor program performance against established goals to optimize the patient experience.
- Oversee a team of patient navigators and access liaisons.
- Manage vendor performance to ensure compliance with contractual obligations.
- Evaluate emerging program support services and vendor capabilities to sustain best-in-class support in a dynamic environment.
- Identify and lead continuous improvement initiatives that enhance the patient experience.
- Develop and deliver training materials for specialty pharmacies and the Patient Experience team for GSK programs, including commercial copay, bridge, and quick-start offerings.
- Partner with the technology team to build and maintain compliant dashboards and reports that track key patient journey milestones, including prescription fulfilment status, pending prior authorizations
- referrals for commercial copay assistance
- ensuring hub data integrity.
- Ensure business rules and ways-of-working policies remain current and oversee training and rollout when updates are implemented.
- Serve as a subject-matter expert in developing patient access strategies and support services that facilitate access to therapy and ongoing patient education.
- Collaborate effectively with specialty pharmacies, Field Access and Reimbursement Managers (ARMs), Legal, Compliance, Finance, PX Communications, Access and Affordability
- other matrixed GSK stakeholders to develop collateral supporting hub operations.
- Continuously assess the effectiveness and execution of patient services marketing and educational materials, incorporating feedback from external customers and internal stakeholders.
- Manage the annual program budget and ensure invoicing aligns with execution.
- Lead quarterly business reviews with vendors to assess overall program health.
- WHY YOU Basic Qualifications: We are looking for professionals with these required skills to achieve our goals: Bachelor’s Degree 6+ years’ experience in the following areas: market access, patient support, copay programs, and/ or access & reimbursement in the BioPharma industry 2+ years’ experience in Salesforce Health Cloud for managing patient support programs and case management 3 years’ internal manufacturer patient support program 1st or 2nd line team leadership supporting both buy and bill and pharmacy benefit products Proven experience leading patient access support, operational and execution oversight, internal collaboration with various matrix roles
- vendor management/ oversight
Preferred Qualifications
- If you have the following characteristics, it would be a plus: Advanced degree in healthcare or business Prior Authorization Certification, Certification in Case Management, Healthcare degree Proximity to Durham/ Philadelphia area Hepatology and or Nephrology experience REMS 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
- driving a culture of innovation and continuous improvement within the organization Comprehensive understanding of data privacy laws, healthcare regulations
- industry standards with regulatory compliance Strong written and verbal communication skills including presentation to leadership and stakeholder groups Ability to prioritize, coordinate multiple assignments
- work independently The duties of this role are generally conducted in an office environment.
- As is typical of an office-based role, employees must be able, with or without accommodation, to: use a computer, engage in communication via phone, video, and electronic messaging
- engage in problem solving and non-linear thought, analysis, and dialogue
- collaborate with others
- maintain general availability during standard business hours.
- How to apply If you are ready to help shape meaningful patient experiences and grow your career, we encourage you to apply.
- Tell us about your experience, what motivates you, and how you would help patients access care.
- We look forward to learning about you. #LI-GSK #GSKCommercial The US annual base salary for new hires in this position ranges from $180,000 to $300,000.
- The US salary ranges take into account a number of factors including work location within the US market, the candidate’s skills, experience, education level and the market rate for the role.
- In addition, this position offers an annual bonus and eligibility to participate in our share based long term incentive program which is dependent on the level of the role.
- Available benefits include health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and paid caregiver/parental and medical leave.
- If salary ranges are not displayed in the job posting for a specific country, the relevant compensation will be discussed during the recruitment process.
- Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.
- Uniting science, technology and talent to get ahead of disease together.
- GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together.
- We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive.
- We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines.
- We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.
- People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most.
- Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.
- If you require an accommodation or other assistance to apply for a job at GSK, please contact the appropriate Recruitment Staff by emailing us at - usrecruitment.adjustments@gsk.com 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
- 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/
Required skills
Salesforce Health Cloudmarket accesspatient supportcopay programsaccess & reimbursementvendor management