GLAUKOS - PATIENT ACCESS LIAISON (Philadelphia, Charlotte, San Francisco/Seattle, Denver, Chicago)
As a Patient Access Liaison (PAL), you will be a trusted advocate and guide, helping patients overcome barriers to care so they can start and stay on their prescribed therapy. You’ll support patients every step of the way—navigating insurance, coordinating with specialty pharmacies, connecting them to financial resources, and ensuring treatment logistics run smoothly. In this role, you’ll blend compassion with expertise, creating a positive experience for patients and strong partnerships with healthcare providers, pharmacies, and internal teams.
We have FIVE openings for compassionate, driven professionals to join us as Patient Access Liaisons in cities across the country. If you’re ready to be a trusted partner for patients, we want to hear from you.
As a Patient Access Liaison (PAL), you will be a trusted advocate and guide, helping patients overcome barriers to care so they can start and stay on their prescribed therapy. You’ll support patients every step of the way—navigating insurance, coordinating with specialty pharmacies, connecting them to financial resources, and ensuring treatment logistics run smoothly. In this role, you’ll blend compassion with expertise, creating a positive experience for patients and strong partnerships with healthcare providers, pharmacies, and internal teams.
What Will You Do?
Patient Engagement & Advocacy
- Build trust with patients through respectful, empathetic, and culturally sensitive communication.
- Educate patients on insurance, pharmacy coordination, treatment logistics, and available support programs.
- Help patients feel confident communicating with healthcare providers, pharmacies, and insurers.
Insurance Navigation & Access Support
- Complete and interpret benefit verifications for coverage, cost-share, and prior authorization needs.
- Resolve insurance challenges, including exclusions, exceptions, and appeals.
- Share payer insights with internal teams to improve processes and remove access barriers.
Specialty Pharmacy & HUB Coordination
- Educate patients on specialty pharmacy processes and expectations.
- Troubleshoot shipment delays, formulary exceptions, and other access issues.
Financial Assistance Support
- Guide patients through copay and patient assistance program enrollment.
- Partner with Reimbursement Liaisons to resolve complex financial challenges.
Treatment Coordination
- Collaborate with healthcare providers and sites of care to schedule treatments and prepare patients.
- Support patients throughout the treatment journey, ensuring smooth transitions between steps.
Documentation & Compliance
- Record all patient interactions in the CRM system according to SOPs and regulations.
- Meet quality, responsiveness, and patient satisfaction goals while maintaining HIPAA and regulatory compliance.
How will you get there?
- 8+ years’ experience in patient access, reimbursement, case management, or healthcare navigation (pharma/biotech/specialty pharmacy/HCP setting preferred).
- Strong knowledge of buy-and-bill or physician-administered therapies.
- Proven skills in benefit verification, prior authorization, appeals, and payer reimbursement strategies (including CPT/HCPCS coding).
- Proficiency with CRM platforms (Salesforce, PowerBI) and digital communication tools.
- Understanding of HIPAA, FDA, OIG, and pharmacovigilance requirements.
- Experience in rare disease or ophthalmology preferred; ability to support bilateral treatment planning.
- Bachelor’s degree in nursing, public health, social work, healthcare administration, life sciences, or related field (advanced degree or certification a plus).
- Prior Authorization Certified Specialist (PACS) credential required.
- Bilingual abilities welcome and may be preferred based on patient population needs.
- Demonstrated empathy, cultural sensitivity, problem-solving ability, and teamwork skills.
- 25-50% travel.
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