Patient Support Lead
Mississauga, Ontario Canada
6d ago
  • Posting expires on Wednesday, November 6th at Noon, Eastern Time
  • 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.

    This role will also hold responsibility for developing and maintaining our channel and distribution strategy in Canada to deliver seamless product distribution, complete data collection and guarantee product integrity.


  • Lead the design, implementation, continuous improvement and performance monitoring of PSPs that will deliver on customer experience standards.
  • In collaboration with global supply chain, develop wholesale distribution strategy 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, 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.
  • Embed 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.
  • 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 guidances 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

  • Bachelor’s degree required
  • Minimum 5 years of PSP experience in a leadership role (Financial or Clinical)
  • 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 executive presence to interact appropriately with all levels of the organization, both locally and above country.
  • 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 minimal 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.

  • MBA or equivalent career experience in the areas of Life Sciences, Medicine, Clinical Research
  • PMP certification would be an asset
  • GSK is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals.

    GSK is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact us at

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