Patient Navigator Team Lead (Remote)

GSK•Durham, NC

2d•Remote

About The Position

A critical 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 report to the Director, Patient Experience Operations and will manage their team with a focus on delivering an excellent patient experience through real-time performance observation, feedback and coaching, clear data-driven performance measurements and ensuring compliance with all GSK policies, Operating Procedures, and Business Rules. The PN Team Lead will work cross functionally with all of Market Access, Access and Reimbursement Field Teams, training / quality partners, and other vendors and GSK internal stakeholders.

Requirements

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

Nice To Haves

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

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