Site Name: Durham Blackwell Street Posted Date: Feb 18 2025 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 vendor and GSK internal stakeholders. You will be responsible for: Leading a regionally aligned team of Patient Navigator’s supporting a best-in-class patient experience. Coaching and mentoring the team on continual improvement in delivering patient support services, while ensuring a high degree of compliance to program BRDs and GSK policies. Providing direct feedback and guidance on individual and team performance Utilizing data to drive efficiency throughout the patient journey. Fostering relationships with field leadership to ensure appropriate and effective collaboration with all field teams. Supporting the creation and implementation of new patient centric strategies and tactics Quality managing team to ensure highest level of support given to all stakeholders. Developing and maintaining program materials in collaboration with leadership – SOPs, 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 and support driving solutions and best practices Appropriately escalate to Operations Director and/or Senior leadership as needed Supporting the creation and implementation of Patient Services internal controls and processes. Why You? Basic Qualifications: Bachelor’s degree Minimum of three years of relevant professional experience in the Pharmaceutical industry in the areas of market access, patient support, copay, reimbursement, and vendor management. Minimum of 3 years of people leadership experience. Minimum of 2 + years’ experience in Salesforce Health Cloud for managing patient support programs and case management. Requirement of 2 -3 days a week in the office. Minimum of 3 years of navigation of a product with a REMS requirement, leadership of a manufacturer sponsored patient support program for an oncology product, buy and bill/ infused product experience. Preferred experience Advanced degree Passion for patient-centric actions and focus Prior Authorization Certification, Certification in Case Management, Healthcare degree Previous field access and reimbursement experience, national access experience Experience launching and operationalizing PSPs 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 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 and, in the US, we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class. 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