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 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.
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 and prior authorization requirements.
- Identify access and reimbursement barriers and escalate complex issues to the specialist access function.
- Interface with Payer Account Managers, Specialty Pharmacy Account Directors, and Oncology Sales teams.
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.
- 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 in field reimbursement, hub case management, or 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, or another relevant clinical or business degree.
- Active RN license and Bachelor of Science in Nursing (BSN).
- Experience using CRM and case-management platforms, preferably Salesforce Health Cloud.