Job Description

Location: Philadelphia or Durham (2 days a week in office)

The Manager, Quality Assurance for Patient Experience, will support and execute key deliverables, risk monitoring, quality documentation and reporting, audit administration, and vendor performance reviews for GSK's Patient Experience (PX) Programs, which reside within the US Commercial, Market Access business unit. The Manager will work closely with internal stakeholders, including Patient Experience Operations teams, Legal, and Compliance, to ensure the quality and compliance of GSK PX led and vendor-supported PX Programs and Services. An ideal candidate will demonstrate strong attention to detail, effective collaboration, proactive initiative, adaptability to change, clear communication, and quick learning agility. This role will be responsible for maintaining a high degree of credibility, independence, integrity, confidentiality, and trust with all stakeholders.

You will be responsible for:

• Collaborate with Quality Assurance (QA) Director to develop and execute monitoring programs across PX business activities that give rise to enterprise risk according to the GSK risk framework and GSK policies in consultation with Legal and Compliance.
• Support the understanding and monitoring of all quality and performance metrics for each vendor. Participate in planned assessments of PX vendor monitoring, data governance and data integrity initiatives.
• Assist the PX Operations Managers in defining monitoring plans that are fit-for-purpose, align with contractual obligations, and adhere to PX departmental and GSK standards.
• Assist in developing and implementing performance indicators and quality measurements.
• Interpret Quality Assurance insights and identify trends. Provide guidance, as necessary, for remediation efforts (including root cause analysis where appropriate).
• Help create and maintain PX written standards and controls outlining PX team quality and compliance monitoring requirements, metrics, and reporting frequency.
• Ensure work instructions are up to date for the PX team as they relate to business activities supporting our PX programs and services.
• Confirm PX written standards and controls align with current GSK policies, including data management and privacy.
• Assist the QA Director in the management of internal and external audits and vendor performance reviews.
• Support the QA Director in the oversight and conduct of routine monitoring by performing quality review of completed monitoring and conducting independently run delivery read-outs with the business.
• Ensure program activities focus on continuous process improvement and align with GSK standards.
• Identify opportunities for enterprise solutions for process improvement and recommend solutions to enhance program quality and efficiency.
• Provide inputs and proposals to the Director of QA related to performance, audit findings/output, and patient experience activities.
• Lead by example to challenge the status quo by bringing external perspectives to the PX team.
• Work closely with Legal and Compliance business partners to stay informed on federal and state regulations and enforcement actions associated with patient experience programs.

Basic Qualifications:

• Bachelor's degree in a related field (e.g., Healthcare, Life Sciences, Business).
• Minimum 2+ years of experience in Market Access Patient Experience/Patient Access Services/Support or Patient Services Operations or Patient Services quality assurance and monitoring in a US pharma company.
• 2+ years of experience in vendor management with performance improvement/quality management/program monitoring with implementation of quality and training initiatives.
• 20% travel anticipated

Preferred Qualifications:

• Advanced degree
• Compliance and Auditing experience in Pharmaceutical Industry
• Experience managing the delivery of multiple projects and programs.
• Excellent organizational, analytical, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to work collaboratively with cross-functional teams.
• Proficiency in Microsoft Office Suite.

Please visit  GSK US Benefits Summary t o learn more about the comprehensive benefits program GSK offers US employees.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

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. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

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 place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

If you require an accommodation or other assistance to apply for a job at GSK, please contact the GSK Service Centre at 1-877-694-7547 (US Toll Free) or +1 801 567 5155 (outside US).

GSK is an Equal Opportunity Employer and, in the US, we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, GSK may be required to capture and report expenses GSK incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure GSK’s compliance to all federal and state US Transparency requirements. For more information, please visit the Centers for Medicare and Medicaid Services (CMS) website at

Job Tags

Similar Jobs