Description
We are seeking a Patient Access Manager (PAM) to serve as a key point of contact for patients, caregivers, and healthcare provider (HCP) office staff. The successful candidate will provide education and support on oncology-specific care, benefit discussions, and product information.
Key Responsibilities:
- Serve as a 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 to discuss patient experiences and program specifics
- Provide program-specific treatment education using approved call guides and offer ISI and PI when delivering product education
- Educate patients on coverage outcomes, cost-sharing, and financial assistance options
- Facilitate transfers to Specialty Pharmacy, Medical Information, and other relevant teams when necessary
- Maintain accurate documentation of activities and interactions within GSK's internal system
- Capture and report adverse events and product quality complaints within required timeframes
- Adhere to company policies, procedures, and compliance guidance
Access & Reimbursement:
- Educate provider offices on payer coverage, coding, and payment policies for GSK Oncology products
- Support access case resolution at the office level, explaining benefit investigation outcomes and prior authorization requirements
- Identify access and reimbursement barriers and escalate complex issues to specialists and leadership
- Interface with Payer Account Managers, Specialty Pharmacy Account Directors, and Oncology Sales teams
Operational & Compliance:
- Document interactions and manage cases in Salesforce Health Cloud / CRM
- Follow standard operating procedures (SOPs) and business rules consistently
- Maintain strict separation between patient-facing and account-facing activities
- Operate within approved materials and compliance guardrails
Basic Qualifications:
- Bachelor's degree
- 3+ years of experience in field reimbursement, hub case management, patient experience programs, or related areas
- 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 (MBA, MPH, PharmD, etc.)
- Active RN license and Bachelor of Science in Nursing (BSN)
- Experience using CRM and case-management platforms (Salesforce Health Cloud)
- Excellent verbal, written, and presentation communication skills