Patient Navigator Team Lead (Remote)GlaxoSmithKline • Durham, North Carolina, United States
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Patient Navigator Team Lead (Remote)
GlaxoSmithKline
- Durham, North Carolina, United States
- Durham, North Carolina, United States
Über
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.
Responsibilities
Leading a regionally aligned team of Patient Navigators 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 escalates to Operations Director or other leadership as needed.
Qualifications Basic Qualifications
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.
Preferred Experience and Qualifications
Advanced degree.
Prior Authorization or certification, certification in Case Management, health care 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.
The duties of this role are generally conducted in an office environment. Employees must be able to use a computer, engage in communication via phone, video, and electronic messaging; engage in problem solving and non‑linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours.
Benefits and Compensation
US annual base salary range $150,750 to $251,250.
Annual bonus and eligibility to participate in share‑based long‑term incentive program.
Health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation and paid caregiver/parental and medical leave.
Equal Employment Opportunity 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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Sprachkenntnisse
- English
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