Patient Navigator Team Lead, Oncology

Program hours are 8am-8pm EST, so flexibility required related to scheduled hours. Primary location is Durham, NC, but open to remote options across US.

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 Navigator 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.

You will be responsible for:

• 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 BRDs and GSK policies.

• 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

We are looking for professionals with the required skills to achieve our goals:

• Bachelor’s degree

• 3+ years’ experience in areas of market access, patient support, copay, reimbursement, and 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

• Passion for patient-centric actions and focus

• Experience with navigation of a product with a REMS experience, leadership of a manufacturer-sponsored patient-support program for an oncology product, and buy and bill/ infused product experience.

• 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

• Strong written and verbal communication skills including presentation to leadership and stakeholder groups

• Ability to prioritize, coordinate multiple assignments, and work independently

#LI-GSK

#LI-REMOTE

The US annual base salary for new hires in this position ranges from $156,750 to $261,250. The US salary ranges take into account a number of factors including work location within the US market, the candidate’s skills, experience, education level and the market rate for the role. In addition, this position offers an annual bonus and eligibility to participate in our share based long term incentive program which is dependent on the level of the role. Available benefits include health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and paid caregiver/