Patient Support Lead

3 weeks ago

Ottawa, Canada GSK Full time

**Site Name**: Canada - Ontario - GTA, Canada - Ontario - Mississauga, Canada - Ontario - Ottawa

**Posted Date**: May 2 2023
- Are you a highly experience _**_Patient Support Lead_**_ with extensive troubleshooting and relationship management experience? Are you looking to join a company where you will make a difference? Do you thrive in environments where you take the lead and use your agile methodologies to deliver results? At ViiV Healthcare, we work for people living with HIV and the communities that support them. We are guided by our values of Respect, Integrity, Transparency and the Patient-Focus in everything we do._

**Job Purpose**:
This is a senior field-based role that will lead the design, implementation, continuous improvement and performance monitoring of multiple Patient Support Programs (PSP) that will deliver on customer experience standards within ViiV. In collaboration with global supply chain, you will develop wholesale distribution strategies for new product launches and act as primary contact with external vendor to manage wholesaler/distributor set-up, direct account policy and ongoing channel operations oversight.

With cross-functional collaboration with field and head office stakeholders; you will lead 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. In this role, you will be the voice of the customer throughout the design and implementation of the PSP through leading patient focus group discussions and facilitating workshop sessions at HCP advisory boards.

This role may be based out of our **Ontario** or **Quebec** locations.

**Details (Your Responsibilities)**:

- This role will provide YOU the opportunity to lead key activities to progress YOUR career, these responsibilities include some of the following _
- Manage PSP and 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 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.
- Stay abreast of the changing conditions in market and product portfolio to ensure that all PSP and channel delivery services reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service

**_ Why you?_**

**Basic Qualifications**:

- We are looking for professionals with these required skills to achieve our goals:_
- Bachelor’s degree required
- ** Minimum 5-8 years of PSP** experience in a leadership role
- Strong executive presence to interact appropriately with all levels of the organization, both locally and above country.
- Ability to work independently and prioritize with mínimal daily instruction
- Previous experience in launching and operationalizing PSPs
- Outstanding customer relationship, interpersonal, and communication skills with the established ability to effectively work with diverse audiences and influence cross functionally
- Strong analytical skills with the proven ability to effectively analyze data to determine trends and inform strategy
- Knowledge and experience with specialty pharmaceutical distribution, including PPNs
- 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 verbal and written

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