Senior Manager, Access Liaison

POSITION OVERVIEW:

Reporting to the Senior Director, Patient Services & Distribution, the Access Liaison is instrumental in ensuring seamless communication and support between the patient services and pharmacy partner, field reimbursement and payer account teams, and external stakeholders. In the spirit of optimizing patient access and experience, the Access Liaison plays a critical role in managing case-level communications, issue resolution processes, supporting data quality, and day-to-day operations of our robust patient services program. The role requires a collaborative approach and a strong commitment to a culture of communication, execution, and accountability.

RESPONSIBILITIES:

• Act as the primary point of contact for day-to-day communications with the specialty pharmacy partner, supporting smooth case management processes and an optimal patient and prescriber experience
• Lead and facilitate calls and interactions with specialty pharmacy contacts to monitor patient progress, reconcile data discrepancies, research case inquiries, and provide updates to key stakeholders as needed
• Track case progress, access barriers and trends, and proactively anticipate and address challenges to support timely referral processing
• Work both independently and collaboratively with key stakeholders to resolve complex access issues, promoting positivity and teamwork
• Foster an environment of exceptional customer service to both internal and external customers, addressing requests and escalations accurately, promptly, and compliantly
• Proactively monitor patient services program health through service level agreements and key performance indicator tracking
• Drive initiatives to continuously improve patient services processes, offerings, and outcomes 

 REQUIREMENTS:

• Bachelor’s Degree required
• Minimum 7 – 10 years’ experience in patient services, specialty pharmacy, and/or hub services
• Expert knowledge in patient assistance, reimbursement, pharmacy benefit management, denials, and prior authorizations
• Excellent collaboration, written, and verbal communications skills
• Strong critical thinking and problem-solving skills
• High attention to detail, diligence and reliability
• Ability to work both independently and collaboratively with a diverse team
• High empathy and strong interpersonal skills
• Desire to be part of a small, dynamic, mission-driven company
• Ability to travel as needed as the job requires (<25%)