Field Liaison, PSC Program Operations

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Act as the primary contact for the Patient Service Center Operations for designated Field Reimbursement team members.

• Facilitate communication regarding patient access cases, trends in access, and operational updates from the PSC.

• Engage in business reviews, pipeline discussions, and regional meetings with FRM/FRAD teams.

• Convert field insights and access challenges into actionable plans and process enhancements for the PSC.

• Inform healthcare provider offices and patients about PSC services, workflows, service level agreements (SLAs), escalation processes, and documentation requirements.

• Gather and distribute PSC performance metrics to aid field strategies and account planning efforts.

• Maintain feedback mechanisms and document interactions, escalations, and resolutions within CRM and PSC case management systems.

• Manage and coordinate the resolution of intricate access and reimbursement issues.

• Address specific reimbursement challenges related to patients and accounts, including assistance programs.

• Handle high-priority escalations and ensure timely updates regarding resolutions.

• Assist in the rollout of patient access programs, updates to payer policies, and field reimbursement guidelines.

• Collaborate on launch preparedness and key initiatives by identifying process deficiencies and suggesting improvements.

• Contribute to PSC reporting and dashboard creation for FRADs.

• Ensure all communications and materials comply with non-promotional and regulatory standards.

• Follow HIPAA, OIG, and other relevant regulations, promptly reporting any compliance issues.

• Travel occasionally for regional meetings, business reviews, workshops, and training sessions.

⛳️ Requirements

• A Bachelor’s degree is required, ideally in healthcare, life sciences, pharmacy, or business administration.

• At least 3 years of experience in pharmaceutical or biotech operations, patient services, field reimbursement support, payer relations, or a related field.

• Proven experience working with or supporting Field Reimbursement Managers, Field Reimbursement Associate Directors, Market Access, or Patient Support Services teams.

• Excellent communication skills with the ability to present confidently.

• Highly organized, flexible, and capable of managing multiple escalations effectively.

• Strong knowledge of specialty reimbursement processes, including benefit verification, prior authorization, appeals, coding, and financial assistance.

• Ability to build and maintain cross-functional relationships without direct authority.

• Proficient in CRM, case management platforms, and Microsoft Office applications.

• Compliance with non-promotional regulations, HIPAA, OIG, and other applicable standards.

• Willingness to travel periodically, approximately 10–30% of the time.

🏝️ Benefits

• Primarily remote work opportunities.

• Opportunities for periodic travel (approximately 10–30%).

• An inclusive interview process with support for reasonable accommodations.

• Commitment to equal opportunity employment.