Director, Patient Experience Operations Effectiveness

In this position, you will lead operational effectiveness and enablement for Patient Experience operations across the United States. You will partner with other patient experience team members, market access, legal, compliance and external vendors. Your focus will be on making processes simpler, more reliable and aligned to patient needs. We value people who bring clear thinking, collaboration, curiosity and a focus on measurable impact. This role offers growth, the chance to shape patient journeys at scale, and the opportunity to unite science, technology and talent to get ahead of disease together.

The Director of Patient Experience Operations Effectiveness is a position that will report to the Senior Director, Patient Experience Innovation and Operations within the US Market Access team.  The DPXO will be focused on executing strategies, operational effectiveness initiatives and measuring activity and performance within PX programs, vendor oversight, and cross collaboration and engagement across the GSK portfolio.

Key Responsibilities and Expected Deliverables:

• Work collaboratively with Sr. Director and GSK Data, Reporting and Analytics team for data stewardship across all PX data sets (i.e., program operations, specialty pharmacy and commercial copay program)

• Develop and maintain a program health summary with visual controls and scorecards for all project initiatives and program operations activity

• Deep partnership with PX Operations Director, Navigator Team Leads and Specialty Pharmacy Ops Director to maintain project workbook to document, synergize and prioritize operational needs, business requirements, gaps and improvements

• Translate operational / business requirements to GSK Tech and Data teams to help ensure effective systems enablement and program monitoring

• Lead program execution initiatives and effective, appropriate measurement of Key Experience Indicators (KEIs) and program data analysis

• Leverage data and dashboards to oversee all operational functions critical to program operations success and activities (inbound/outbound calls, email, fax/mail correspondence, portals, CRM etc.)

• Lead all workforce management monitoring and oversight to support capacity planning, staff forecasting, day-to-day activity management for on-time service delivery completion

• Acts as primary lead and connection point for all operations enablement systems – telephony, GSK Patient Experience CRM, fax servers, HCP portals, etc.

• Works collaboratively with GSK PX LT, ARM Directors and ARM Ops Effectiveness Directors, Field LT, Commercial Training and Development, PX Quality, Legal and Compliance.

• Provides oversight to vendors including management contracts, purchase orders, invoices and GSK required processes such as Fee-for-Service reviews, Third Party Risk Management (TPRM) assessments, FieldGlass access for Complementary workers, etc. 

• Partner with cross-functional teams and external vendors to document process improvement plans, implement process changes and technology solutions.

Basic Qualifications:

• Bachelor’s degree

• 5+ years in pharmaceutical patient services or specialty pharmacy operations

• 3+ years of experience, with relevant growth and increasing responsibility, in patient services contact center operations management

• Minimum of one year of experience working with patient services workforce management tools, CRM platforms and automation tools, demonstrating operational and technical proficiency

Preferred Qualifications: 

• Lean Six Sigma certification

• Experience with Salesforce Life Sciences or Healthcloud is preferred.

• Proven ability to effectively analyze data to determine trends and inform strategy and improvement opportunities

• Understanding of the legal and regulatory environment impacting patient services

• Previous experience managing patient support hubs and services

• Proven success working within a complex matrix organization

• Possess strong communication, presentation, and organizational skills

• Excellent collaboration skills with strong attention to detail and the ability to multi-task and manage complexity

Work arrangements:

This role will require travel for industry conference participation and on-site vendor collaboration and oversight.

This role is an in-office position with flexible/hybrid working options available in line with GSK's Performance with Choice policies or homebased position.

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The US annual base salary for new hires in this position range