Patient Navigator Team Lead (Durham, NC)

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 vendors and GSK internal stakeholders.

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 the required skills to achieve our goals:

• Bachelor’s degree
• 3+ years of experience in areas of market access, patient support, copay, reimbursement, and/or patient services vendor management/team leadership
• 2+ years of experience in Salesforce Health Cloud for managing patient support programs and case management

Preferred Qualifications 

If you have the following characteristics, it would be a plus:

• Advanced degree
• Prior Authorization Certification, Certification in Case Management, Healthcare degree
• Previous field access and reimbursement experience, national access 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, 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
• Strong written and verbal communication skills including presentation to leadership and stakeholder groups
• 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