Patient Navigator Team Lead, Oncology

Role Summary

Patient Navigator Team Lead, Oncology, is a leadership role overseeing a regionally aligned team of Patient Navigators responsible for onboarding, access, and ongoing patient journey support for GSK products. The role focuses on delivering an excellent patient experience through coaching, data-driven performance management, and strict adherence to GSK policies and BRDs. The position collaborates cross-functionally with Market Access, Access and Reimbursement Field Teams, training/quality, vendors, and internal stakeholders. Primary location is Durham, NC with remote options across the US; program hours are 8am-8pm EST with flexibility in scheduled hours.

Responsibilities

• Leading a regionally aligned team of Patient Navigators to support a best-in-class patient experience.
• Overseeing high-touch patient support services while ensuring compliance with program BRDs and GSK policies.
• Utilizing data to drive efficiency throughout the patient journey.
• Fostering relationships with field leadership to ensure effective collaboration with all field teams.
• Supporting the creation and implementation of new patient-centric strategies and tactics.
• Quality managing the team to ensure the highest level of support for all stakeholders.
• Developing and maintaining program materials in collaboration with leadership (SOPs, work instructions, business rules, etc.).
• Facilitating and documenting recurring team meetings with strong organizational skills.
• Reporting activities, performance, risks, etc. to leadership.
• Identifying risks and opportunities and supporting solutions and best practices.
• Escalating appropriately to Operations Director and/or Senior leadership as needed.
• Supporting the creation and implementation of Patient Services internal controls and processes.

Qualifications

• Required: Bachelor‚Äôs degree
• Required: 3+ years‚Äô experience in areas of market access, patient support, copay, reimbursement, and vendor management/team leadership
• Required: 2+ years of experience in Salesforce Health Cloud for managing patient support programs and case management
• Preferred: Advanced degree
• Preferred: Passion for patient-centric actions and focus
• Preferred: Experience with navigation of a product with a REMS experience, leadership of a manufacturer-sponsored patient-support program for an oncology product, and buy and bill/ infused product experience
• Preferred: Prior Authorization Certification, Certification in Case Management, Healthcare degree
• Preferred: Previous field access and reimbursement experience, national access experience
• Preferred: Experience launching and operationalizing PSPs
• Preferred: Proven problem-solving abilities to address challenges and implement effective solutions in a fast-paced environment
• Preferred: Strong leadership abilities with experience guiding teams, influencing decision-making processes, and driving a culture of innovation and continuous improvement
• Preferred: Comprehensive understanding of data privacy laws, healthcare regulations, and industry standards with regulatory compliance
• Preferred: Strong written and verbal communication skills including presentation to leadership and stakeholder groups
• Preferred: Ability to prioritize, coordinate multiple assignments, and work independently