Director, Patient Experience Operations Effectiveness
GSK
full-time
Posted on:
Location Type: Hybrid
Location: Philadelphia • Pennsylvania • United States
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Salary
💰 $180,000 - $300,000 per year
Job Level
About the role
- Lead operational effectiveness and enablement for Patient Experience operations across the United States
- Partner with other patient experience team members, market access, legal, compliance and external vendors
- Execute strategies, operational effectiveness initiatives and measure activity and performance within PX programs
- Oversee vendor management contracts, purchase orders, invoices and GSK required processes
- Collaborate with GSK PX LT, ARM Directors and ARM Ops Effectiveness Directors
- Provide oversight to vendors including management contracts, purchase orders, invoices and GSK required processes
Requirements
- Bachelor’s degree
- 5+ years in pharmaceutical patient services or specialty pharmacy operations
- 3+ years of experience in patient services contact center operations management
- Minimum of one year of experience with patient services workforce management tools, CRM platforms and automation tools
- Lean Six Sigma certification (preferred)
- Experience with Salesforce Life Sciences or Healthcloud (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
Benefits
- health care and other insurance benefits (for employee and family)
- retirement benefits
- paid holidays
- vacation
- paid caregiver/parental and medical leave
- annual bonus
- eligibility to participate in share based long term incentive program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
patient servicesspecialty pharmacy operationscontact center operations managementworkforce management toolsCRM platformsautomation toolsdata analysisvendor managementcontract managementperformance measurement
Soft Skills
operational effectivenesscollaborationstrategic executionoversightcommunicationleadershipproblem-solvinganalytical thinkingorganizational skillsrelationship management
Certifications
Bachelor's degreeLean Six Sigma certification