Director Patient Experience, Specialty

About the role

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.

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.
• 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.

  Qualifications

  • Bachelor’s Degree
  • 6+ years’ experience in the following areas: 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.

  Preferred Qualifications

  • 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
  • Prioritization, coordination of multiple assignments, and working independently

  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.