The Director, Patient Experience and Reimbursement Programs is responsible for the development, execution and operational oversight of the GSK Patient Support Programs and Services for Specialty product portfolio. This role will help ensure compliant and appropriate support levels for eligible patients starting or continuing their access journey with GSK prescribed medicines. The role will be responsible for coordinating the development, implementation, and ongoing day-to-day management of patient programs provided by third-party partners.  This individual will be accountable to ensure key stakeholders are informed of appropriate information and materials related to the Patient Support Programs. This role reports to the Senior Director, Patient Experience and Reimbursement within the US Market Access team.

We are seeking an experienced collaborator with a solid understanding of patient support programs that is passionate about delivering compliant and optimal patient experience service solutions.

Responsibilities include:

• Lead / manage multiple vendors providing services on behalf of GSK and ensure compliance to program business rules and GSK policies. Provide day-to-day oversight of hub services including:
  • Monitor program performance against established program goals to create an optimal patient experience,
  • Monitor vendor performance against contractual agreements,
  • Monitor and evaluate new and evolving program support services and vendors to maintain industry-leading support in a rapidly changing environment.
• Identify and execute continuous improvement initiatives that improve the patient and HCP experience.
• Monitor all financial aspects of the program (operational costs, benefit spend)
• Lead regularly scheduled, frequent quality assurance reviews of the program (call monitoring, case reviews, etc.).
• Ensure program business rules and SOPs are kept up to date.
• Collaborate with key stakeholders across Market Access to provide recommendations and insights for relevant design changes in response to market dynamics, government requirements, etc.
• Partner closely with US Market Access Data and Analytics team to ensure appropriate data sharing mechanisms remain functional and data outputs are available and shared appropriately in line with approved data use cases.
• Work closely with Patient Experience Strategy and Access and Reimbursement team to develop program materials for patients and providers.

• Partner closely with Procurement, Finance, Legal and Compliance on all aspects of the program and vendor relationships.
• Partner with Brand Marketing and field organization, where appropriate, including supporting field training and roll out of Patient Experience services/program initiatives.
• Remain current on key managed care, reimbursement, and policy trends.
• Participate in relevant industry conference and bring learnings back to the Patient Experience Leadership Team.

Why You?

Basic Qualifications: We are looking for professionals with these required skills to achieve our goals:

• Bachelor’s degree within business or healthcare
• Minimum of five years of relevant professional experience in areas of market access/patient support/copay/patient assistance/reimbursement, and/or finance, including strong vendor management and expertise in patient support programs
• Minimum of 3 years of proven project management experience with the ability to direct and manage multiple projects, under pressure, at one time.

Preferred Qualifications:  The ideal candidate should have:

• MBA or advanced degree.
• Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy.
• Understanding of the legal and regulatory environment impacting patient services.
• Previous experience managing patient and provider support hubs and services in a compliant manner.
• Proven success in working within a complex matrix organization.
• Possess strong communication, presentation, and organizational skills.
• Excellent collaboration skills with strong attention to detail and the ability to multi-task and manage complexity.

#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 getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

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