Description
The Patient Access Manager is a field-based single point of contact helping providers and patients navigate coverage, reimbursement, and support solutions so patients start and remain on therapy.
Patient Navigation & Support:
- Serve as the point of contact for patients, caregivers, and HCP office staff, providing approved information and education on oncology-specific care
- Conduct welcome calls and ongoing journey touchpoints, speaking to the end-to-end patient experience within program specifics
- Support patient enrolment in GSK services, including PAP, and guide patients and offices through enrolment requirements
- Provide program-specific treatment education via approved call guides
- Educate patients on coverage outcomes, cost-sharing, and financial assistance options
- Facilitate transfers to Specialty Pharmacy, Medical Information, and other relevant teams
- Maintain accurate documentation of activities and interactions within GSK’s internal system
- Capture and report adverse events and product quality complaints within required timeframes
Access & Reimbursement:
- Educate provider offices on payer coverage, coding, and payment policies for GSK Oncology products
- Support access case resolution at the office level: explain benefit investigation outcomes, prior authorization requirements and processes
- Identify access and reimbursement barriers and escalate complex issues to the specialist access function and to leadership
Operational & Compliance:
- Document all interactions and manage cases in Salesforce Health Cloud / CRM
- Follow all SOPs and business rules consistently, and complete training on corporate policies governing access to confidential data on time
- Maintain strict separation between patient-facing and account-facing activity
- Operate strictly within approved materials and compliance guardrails
Basic Qualifications:
- Bachelor's degree
- 3+ years of experience combined in field reimbursement, hub case management, patient experience programs
- Ability to travel up to 20%, including overnights
- Valid driver's license
Preferred Qualifications:
- Extensive experience in oncology patient navigation, access and reimbursement, or hub case management
- Advanced degree, such as an MBA, MPH, PharmD
- Active RN license and Bachelor of Science in Nursing (BSN)
- Experience using CRM and case-management platforms, preferably Salesforce Health Cloud