Senior Director, Patient Assistance Programs (PAP)

Senior Director, Patient Assistance Programs  

Philadelphia, PA or Durham, NC

The Senior Director, Patient Assistance Programs is responsible for successful and compliant operation and execution of industry-leading GSK Patient Assistance Program (PAP) on behalf of the GSK Access Program Foundation, a 501(c)3 organization that provides access to prescribed GSK products for eligible patients.   

The person in this role will lead an operations team that executes initiatives for GSK’s Patient Assistance Programs across the GSK portfolio.   This leader is also responsible for developing data sets and key insights to measure activity and manage the programs, ensuring a best-in-class patient experience.

This position requires a self-starter with exceptional execution and operational skills, strong organizational and communications skills, problem-solving ability, and a continuous improvement mindset who can work independently with subject matter experts across the organization to support the Foundation program goals.

Effective external vendor management is a critical component of this position. The leader must ensure that all vendors are meeting or exceeding all quality, execution, and compliance standards established by the Foundation and GSK.

The role sits within US Market Access and reports to the Head, US Patient Experience & Reimbursement. The role will have multiple direct reports.

Key Responsibilities:

• Manage the continual development and day-to-day program execution of the GSK Patient Assistance Program, with a focus on operational excellence.
• Plan, lead, and execute all functional area business reviews, develop performance dashboards and interpret PAP data.
• Manage the development and maintenance of standard operating procedures (SOPs), business rules, work instructions, and training materials related to US GSK Patient Assistance Programs.
• Work closely with GSK Patient Access Programs Foundation to develop launch plans and programs that meet patient needs for future products, the leader will be responsible for building these capabilities within the program.
• Ensure the tight integration of programs with a focus on continuous improvement of PAP operational processes and systems to deliver an exceptional patient experience.
• Align with Market Access, Advocacy, Commercial Operations, Finance, Trade, and Supply Chain to implement best-in-class Patient Assistance Program patient services and distribution model.
• Provide input and guidance for Patient Experience Center (HUB) related collateral materials and service provider communications. Maintain appropriate support materials for the Patient Assistance Programs.
• Contribute subject matter expertise to field training content development and training initiatives.
• Ensure all external vendor contracts and service agreements are kept up to date and align with Patient Experience Center service offerings, working closely with GSK Procurement.
• Oversee program budgets and monthly invoice submission/payment processes across all external vendors.
• Ensure effective cross collaboration with ViiV Healthcare.
• Liaise with Legal/Regulatory/Compliance to ensure all operations, processes, and systems meet legal and regulatory requirements and comply with GSK Policy.
• Facilitate the development and execution of PAP Foundation meetings (quarterly).

Why You?

Basic Qualifications:

• Bachelor’s degree
• 8+ years of pharmaceutical experience with a proven track record of strong leadership in Patient Experience/Services/Support Operations or similar experience managing and leading pharmaceutical programs
• 1+ years’ experience leading teams and developing people
• 2+ years reimbursement and access experience; Functional knowledge of health insurance and benefits (private and public payers), with a solid understanding of 2 or more of the following processes: insurance eligibility and benefit verification, securing insurance authorizations, advocating for maximum reimbursement coverage, appealing insurance denials, and application of financial assistance for eligible patients

Preferred Qualifications:

• Master’s Degree
• Six Sigma Certification
• Demonstrated ability to influence and communicate strategically with executive-level stakeholders, ensuring alignment and driving key organizational initiatives.
• Demonstrated success in implementing and managing external vendors including detailed process workflows, SOPs, and data
• Basic understanding of legal and compliance considerations for patient assistance programs
• In-depth knowledge of pharmaceutical manufacturer compliance require