Director, Patient Experience Quality Assurance
The primary function of the Director, Patient Experience Program Quality Assurance is to support and lead key deliverables, risk monitoring, quality documentation & reporting, audit administration, and vendor performance reviews for the GSK Patient Experience Programs.
The position will report to the US, Head of Patient Experience and Reimbursement and will partner closely key internal stakeholders including Patient Experience leadership, Legal, and Compliance to design, implement, and execute quality and compliance for the specialty, oncology, anti-ineffective, respiratory, and vaccine Patient Experience Programs. Key responsibilities include:
- Overseeing the risk management of specialty and oncology patient experience programs (could include pipeline products in the future). Deliverables to include risk assessment mapping, mitigation strategy plans and impact analysis.
- Ensuring deep understanding of all quality and performance metrics for each vendor, primarily defined in the program contracts and service agreements.
- Developing quality metrics where needed and define and implement performance indicators and quality measurements.
- Creating standard operating procedures outlining quality and compliance monitoring requirements, metrics, and reporting frequency.
- Supporting patient experience leadership with frequent and recurring audits and performance reviews to ensure program activity is focused on continuous process improvement and aligned with GSK standards, including standards designed to support compliance with mandated federal and state reporting requirements. Including but not limited to:
- Planned and unannounced assessments
- Adherence to all data governance and data integrity initiatives
- Call monitoring
- Case reviews
- Maintaining training curriculum and documentation repository for internal program internal associates and external partners/vendors
- Identifying, developing, and recommending opportunities for ongoing process improvement.
- Partnering closely with Compliance and Legal business partners to stay updated on federal and state regulations associated with patient experience programs.
- Partnering closely with GSK stakeholders, such as Operations Management Oversight team, to provide monitoring documentation and to ensure all patient experience programs are meeting business standards.
- Supporting GSK Patient Experience Leadership Team with communication strategies and implementation related to performance, audit findings/output and patient experience activities.
- Establishing and maintaining document control protocols to ensure formal repository, tracking, and updating of all program governance materials, including Standard Operating Procedures, Business Rules, Training Documents, etc.
- Performing similar related duties as assigned.
- BS/BA degree required
- 5+ years of experience in Patient Experience/Services/Support, or Vendor Management services OR 5+ years of experience in Patient Experience/Services/Support project management or a related field in the pharmaceutical or healthcare environment.
- Minimum of 3 years working in performance improvement/quality management/program audit.
- Previous experience in both buy and bill and specialty pharmacy treatment pathways.
- 3 years’ experience working with key internal stakeholders, including legal, market access, privacy, and compliance.
- Ability to travel approximately 10% of the time.
- Patient Experience/Services/Support (hub operations) audit and compliance experience preferred.
- Ability to develop a deep customer understanding of what impacts patients on their treatment plan journey from a broad range of information sources.
- Data analytics experience in Patient Experience/Service/Support quality and performance measurements preferred.
- Consistently delivers on project requirements and strives for flawless execution.
- Ability to influence across the internal matrix to drive change and gain stakeholder support.
- Collaborative nature that can successfully align all levels of leadership through influence.
- Learning through experience – Demonstrates curiosity and learns from the experience of success and failure; proactively shares knowledge with others to affect continuous improvement.
- Ability to manage multiple priorities with excellent organizational and problem-solving skills.
- Strong speaking, writing, and presentation skills. Ability to present to groups of all sizes, sometimes at short notice.
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 organisation 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 of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We’re committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.
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