Patient Navigator Team Lead, Oncology

GSK, Plc.•Durham, NC

40d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

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 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.