Director Patient Experience, Specialty
GSK
June 25, 2026
Remote friendly (Philadelphia, PA)
United States
Patient Advocacy
Key Responsibilities:
- Lead patient experience call center services for specialty products; ensure SOPs, workflows, training, and reporting support patient access and ongoing care.
- Monitor program performance vs. goals; identify and lead continuous improvement.
- Oversee patient navigators and access liaisons.
- Manage vendor performance and compliance with contractual obligations; lead quarterly vendor business reviews.
- Evaluate emerging support services/vendors to maintain best-in-class patient support.
- Develop and deliver training materials for specialty pharmacies and the Patient Experience team (commercial copay, bridge, quick-start).
- Partner with technology to build/maintain compliant dashboards/reports for key patient journey milestones and ensure hub data integrity.
- Keep business rules/ways-of-working policies current and manage related training/rollouts.
- Serve as subject-matter expert for patient access strategies and support/education.
- Collaborate with internal stakeholders to develop hub operations collateral and continuously assess/iterate patient services marketing/education materials.
- Manage annual program budget and ensure invoicing aligns with execution.
Basic Qualifications:
- Bachelor’s degree.
- 6+ years in market access, patient support, copay programs, and/or access & reimbursement in BioPharma.
- 2+ years using Salesforce Health Cloud for patient support programs/case management.
- 3 years leading internal manufacturer patient support teams (1st/2nd line) supporting buy-and-bill and pharmacy benefit products.
- Proven experience leading patient access support, operational/execution oversight, matrix collaboration, and vendor management.
Preferred Qualifications:
- Advanced degree; Prior Authorization/Case Management certifications; healthcare degree.
- Proximity to Durham/Philadelphia; Hepatology/Nephrology; REMS experience.
- Patient-centric mindset; experience launching Patient Services Programs.
- Problem-solving, leadership, data privacy/regulatory compliance knowledge.
- Strong communication and ability to prioritize/manage independently.
How to apply:
- Apply and share your experience, motivation, and how you would help patients access care.
Compensation/Benefits (US):
- Base salary: $180,000–$300,000; annual bonus; eligibility for long-term incentive; health/insurance, retirement, paid holidays/vacation, and paid caregiver/parental & medical leave.
- Lead patient experience call center services for specialty products; ensure SOPs, workflows, training, and reporting support patient access and ongoing care.
- Monitor program performance vs. goals; identify and lead continuous improvement.
- Oversee patient navigators and access liaisons.
- Manage vendor performance and compliance with contractual obligations; lead quarterly vendor business reviews.
- Evaluate emerging support services/vendors to maintain best-in-class patient support.
- Develop and deliver training materials for specialty pharmacies and the Patient Experience team (commercial copay, bridge, quick-start).
- Partner with technology to build/maintain compliant dashboards/reports for key patient journey milestones and ensure hub data integrity.
- Keep business rules/ways-of-working policies current and manage related training/rollouts.
- Serve as subject-matter expert for patient access strategies and support/education.
- Collaborate with internal stakeholders to develop hub operations collateral and continuously assess/iterate patient services marketing/education materials.
- Manage annual program budget and ensure invoicing aligns with execution.
Basic Qualifications:
- Bachelor’s degree.
- 6+ years in market access, patient support, copay programs, and/or access & reimbursement in BioPharma.
- 2+ years using Salesforce Health Cloud for patient support programs/case management.
- 3 years leading internal manufacturer patient support teams (1st/2nd line) supporting buy-and-bill and pharmacy benefit products.
- Proven experience leading patient access support, operational/execution oversight, matrix collaboration, and vendor management.
Preferred Qualifications:
- Advanced degree; Prior Authorization/Case Management certifications; healthcare degree.
- Proximity to Durham/Philadelphia; Hepatology/Nephrology; REMS experience.
- Patient-centric mindset; experience launching Patient Services Programs.
- Problem-solving, leadership, data privacy/regulatory compliance knowledge.
- Strong communication and ability to prioritize/manage independently.
How to apply:
- Apply and share your experience, motivation, and how you would help patients access care.
Compensation/Benefits (US):
- Base salary: $180,000–$300,000; annual bonus; eligibility for long-term incentive; health/insurance, retirement, paid holidays/vacation, and paid caregiver/parental & medical leave.