Patient Navigator Team Lead (Remote)

Patient Navigator Team Lead 
A critical 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 Navigator Team Lead will report to the Director, Patient Experience Operations and will manage their team with a focus on delivering an excellent patient experience through real-time performance observation, feedback and coaching, clear data-driven performance measurements and ensuring compliance with all GSK policies, Operating Procedures, and Business Rules. The PN Team Lead will work cross functionally with all of Market Access, Access and Reimbursement Field Teams, training / quality partners, and other vendors and GSK internal stakeholders.

Business Introduction
GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems.
Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.
Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

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 these required skills to achieve our goals: