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Patient Support Lead

3 months ago

Mississauga, Canada GSK Full time

**Site Name**: Mississauga Milverton Drive

**Posted Date**: Apr 1 2024
**Location**:
100 Milverton Drive, Suite 800, Mississauga, ON

L5R 4H1

**Job Purpose**:
This position is responsible for partnering with internal and external stakeholders to build and maintain patient-centric support programs that remove barriers and deliver streamlined access to therapy for GSK’s patients.

**Details (Your Responsibilities)**:

- Support the continuous improvement and performance monitoring of PSPs that will deliver on customer experience standards.
- With cross-functional collaboration, support the conduct of RFPs to select optimal vendor partners that are aligned to our culture and can best deliver on our desired program experience/outcomes in a cost-effective manner.
- Embed the voice of the customer throughout the design of the PSP through leading patient focus group discussions and facilitating workshop sessions at HCP advisory boards.
- Support the PSP Leads to manage preferred specialty pharmacy vendor relationships to ensure key performance metrics (KPIs) are met. Monitor and report KPIs for PSP and Specialty Pharmacy and work collaboratively with vendor partner to expeditiously manage any issues.
- Provide initial and ongoing training and education to field staff on PSP services and facilitate education of HCPs regarding program offering. Engage field staff in program design and as part of cross-functional team that will ensure program optimization over time.
- Ability to work directly with field staff and vendor partners to proactively resolve program issues reported from HCPs or other sources.
- Collaborate with vendor to build data collection platform and analytical reports to provide real-time market insights as well as payer-specific reporting tools.
- Identify and address training, performance, and competency needs of vendor to ensure achievement of business objectives. Continuously assess performance and program delivery against business needs. Identify external and internal factors impacting performance and develop a plan to address them.
- Collaborate with Commercial partner(s) to create patient services brand concept and value proposition through market research, as well as service branded education, program tools/forms, website etc.
- Ensure all patient services and specialty pharmacy services are compliant with all applicable laws, regulations, and guidance’s with policies and procedures.
- Provide strategic and tactical input to continuous improvement processes and development.
- In partnership with Market Access leads, troubleshoot payer-specific reimbursement challenges and support appropriate response strategy.
- Contribute to patient safety by reporting, in a timely manner, all adverse events identified during the interactions with customers in accordance with internal policies and training, including any follow up information received
- Support Audit requests as required and help support PSP Leads quarterly audits
- Help develop internal policies and procedures to support PSP functions and support other projects as required

**_ Why you?_**

**Basic Qualifications**:

- Bachelor’s degree required
- Previous experience in launching and operationalization
- Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally
- Excellent organizational and multi-tasking skills with key stakeholders
- Exceptional interpersonal skills and problem-solving capabilities
- Passionate about patient care and highly customer-centric
- Proven negotiation skills.
- Ability to work effectively across a matrix organization
- Ability to work independently and prioritize with mínimal daily instruction
- Ability to think strategically in order to improve current processes
- Ability to influence others, collaborate, execute and accomplish goals within a matrix environment.

**Preferred Qualifications**:

- Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy
- Knowledge and experience with Canadian payer landscape and reimbursement navigation for both public and private plans
- Experience implementing change strategy, helping teams navigate change and achieve sustainable performance
- Strong executive presence to interact appropriately with all levels of the organization, both locally and above country.

LI-GSK

**Why Us?**

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people. While getting ahead o