Director Patient Experience, Specialty

GSK•Philadelphia, PA

6d•Onsite

About The Position

The Director, Patient Experience – Specialty, reports to the Senior Director, Patient Experience & Reimbursement Programs. This role leads oversight of an industry-leading patient experience program for patients and works cross-functionally to design and build the strategic patient services programs for launch products. Key Responsibilities: Lead patient experience call center services for specialty products, ensuring program SOPs, workflows, training, and reporting align with patient access and ongoing support needs. Monitor program performance against established goals to optimize the patient experience. Oversee a team of patient navigators and access liaisons. Manage vendor performance to ensure compliance with contractual obligations. Evaluate emerging program support services and vendor capabilities to sustain best-in-class support in a dynamic environment. Identify and lead continuous improvement initiatives that enhance the patient experience. Develop and deliver training materials for specialty pharmacies and the Patient Experience team for GSK programs, including commercial copay, bridge, and quick-start offerings. Partner with the technology team to build and maintain compliant dashboards and reports that track key patient journey milestones, including prescription fulfilment status, pending prior authorizations, and referrals for commercial copay assistance, while ensuring hub data integrity. Ensure business rules and ways-of-working policies remain current and oversee training and rollout when updates are implemented. Serve as a subject-matter expert in developing patient access strategies and support services that facilitate access to therapy and ongoing patient education. Collaborate effectively with specialty pharmacies, Field Access and Reimbursement Managers (ARMs), Legal, Compliance, Finance, PX Communications, Access and Affordability, and other matrixed GSK stakeholders to develop collateral supporting hub operations. Continuously assess the effectiveness and execution of patient services marketing and educational materials, incorporating feedback from external customers and internal stakeholders. Manage the annual program budget and ensure invoicing aligns with execution. Lead quarterly business reviews with vendors to assess overall program health.

Requirements

Bachelor’s Degree
6+ years’ experience in market access, patient support, copay programs, and/or access & reimbursement in the BioPharma industry
2+ years’ experience in Salesforce Health Cloud for managing patient support programs and case management
3 years’ internal manufacturer patient support program
1st or 2nd line team leadership supporting both buy and bill and pharmacy benefit products
Proven experience leading patient access support, operational and execution oversight, internal collaboration with various matrix roles, and vendor management/ oversight.
Ability to prioritize, coordinate multiple assignments, and work independently

Nice To Haves

Advanced degree in healthcare or business
Prior Authorization Certification
Certification in Case Management
Healthcare degree
Proximity to Durham/ Philadelphia area
Hepatology and or Nephrology experience
REMS 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

Responsibilities

Lead patient experience call center services for specialty products, ensuring program SOPs, workflows, training, and reporting align with patient access and ongoing support needs.
Monitor program performance against established goals to optimize the patient experience.
Oversee a team of patient navigators and access liaisons.
Manage vendor performance to ensure compliance with contractual obligations.
Evaluate emerging program support services and vendor capabilities to sustain best-in-class support in a dynamic environment.
Identify and lead continuous improvement initiatives that enhance the patient experience.
Develop and deliver training materials for specialty pharmacies and the Patient Experience team for GSK programs, including commercial copay, bridge, and quick-start offerings.
Partner with the technology team to build and maintain compliant dashboards and reports that track key patient journey milestones, including prescription fulfilment status, pending prior authorizations, and referrals for commercial copay assistance, while ensuring hub data integrity.
Ensure business rules and ways-of-working policies remain current and oversee training and rollout when updates are implemented.
Serve as a subject-matter expert in developing patient access strategies and support services that facilitate access to therapy and ongoing patient education.
Collaborate effectively with specialty pharmacies, Field Access and Reimbursement Managers (ARMs), Legal, Compliance, Finance, PX Communications, Access and Affordability, and other matrixed GSK stakeholders to develop collateral supporting hub operations.
Continuously assess the effectiveness and execution of patient services marketing and educational materials, incorporating feedback from external customers and internal stakeholders.
Manage the annual program budget and ensure invoicing aligns with execution.
Lead quarterly business reviews with vendors to assess overall program health.