In this position, you will lead operational effectiveness and enablement for Patient Experience operations across the United States. You will partner with other patient experience team members, market access, legal, compliance and external vendors. Your focus will be on making processes simpler, more reliable and aligned to patient needs. We value people who bring clear thinking, collaboration, curiosity and a focus on measurable impact. This role offers growth, the chance to shape patient journeys at scale, and the opportunity to unite science, technology and talent to get ahead of disease together.
The Director of Patient Experience Operations Effectiveness is a position that will report to the Senior Director, Patient Experience Innovation and Operations within the US Market Access team. The DPXO will be focused on executing strategies, operational effectiveness initiatives and measuring activity and performance within PX programs, vendor oversight, and cross collaboration and engagement across the GSK portfolio.
Key Responsibilities and Expected Deliverables:
Work collaboratively with Sr. Director and GSK Data, Reporting and Analytics team for data stewardship across all PX data sets (i.e., program operations, specialty pharmacy and commercial copay program)
Develop and maintain a program health summary with visual controls and scorecards for all project initiatives and program operations activity
Deep partnership with PX Operations Director, Navigator Team Leads and Specialty Pharmacy Ops Director to maintain project workbook to document, synergize and prioritize operational needs, business requirements, gaps and improvements
Translate operational / business requirements to GSK Tech and Data teams to help ensure effective systems enablement and program monitoring
Lead program execution initiatives and effective, appropriate measurement of Key Experience Indicators (KEIs) and program data analysis
Leverage data and dashboards to oversee all operational functions critical to program operations success and activities (inbound/outbound calls, email, fax/mail correspondence, portals, CRM etc.)
Lead all workforce management monitoring and oversight to support capacity planning, staff forecasting, day-to-day activity management for on-time service delivery completion
Acts as primary lead and connection point for all operations enablement systems – telephony, GSK Patient Experience CRM, fax servers, HCP portals, etc.
Works collaboratively with GSK PX LT, ARM Directors and ARM Ops Effectiveness Directors, Field LT, Commercial Training and Development, PX Quality, Legal and Compliance.
Provides oversight to vendors including management contracts, purchase orders, invoices and GSK required processes such as Fee-for-Service reviews, Third Party Risk Management (TPRM) assessments, FieldGlass access for Complementary workers, etc.
Partner with cross-functional teams and external vendors to document process improvement plans, implement process changes and technology solutions.
Basic Qualifications:
Bachelor’s degree
5+ years in pharmaceutical patient services or specialty pharmacy operations
3+ years of experience, with relevant growth and increasing responsibility, in patient services contact center operations management
Minimum of one year of experience working with patient services workforce management tools, CRM platforms and automation tools, demonstrating operational and technical proficiency
Preferred Qualifications:
Lean Six Sigma certification
Experience with Salesforce Life Sciences or Healthcloud is preferred.
Proven ability to effectively analyze data to determine trends and inform strategy and improvement opportunities
Understanding of the legal and regulatory environment impacting patient services
Previous experience managing patient support hubs and services
Proven success 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
Work arrangements:
This role will require travel for industry conference participation and on-site vendor collaboration and oversight.
This role is an in-office position with flexible/hybrid working options available in line with GSK's Performance with Choice policies or homebased position.
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The US annual base salary for new hires in this position ranges from $180,000 to $300,000. 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/parental and medical leave. If salary ranges are not displayed in the job posting for a specific country, the relevant compensation will be discussed during the recruitment process.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 purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.
People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.
Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us at HR.AmericasSC-CS@gsk.com where you can also request a call.
Please note should your inquiry not relate to adjustments, we will not be able to support you through these channels. However, we have created a Recruitment FAQ guide. Click the link where you will find answers to multiple questions we receive
GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.
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