Patient Access Liaison Lead

This is a fully remote position, open to applicants in Kansas.

📋 Description

• Lead and direct PALs and Reimbursement Specialists towards shared objectives.

• Oversee CareTend queues, ensuring that referral tasks progress smoothly.

• Manage team productivity, service level agreements, schedules, time off, quality of work, and address any personnel or performance issues.

• Escalate cases to the Intake Escalations Supervisor or upper management when necessary.

• Engage in team development and discussions on process improvements.

• Foster relationships with referral sources and BioMatrix field representatives.

• Act as the primary contact for referral sources and communicate the status of referrals.

• Follow up with referral sources, patients, and caregivers to gather demographic details, benefits, clinical history, and prescription information.

• Collaborate with Reimbursement Specialists on benefit investigations, out-of-pocket costs, financial responsibilities, and available assistance options.

• Work alongside Nurse Coordination teams for scheduling in-home care in conjunction with prescription fulfillment and shipping.

• Coordinate with Pharmacy Operations to assist in patient onboarding and continuous fulfillment.

• Document updates regarding providers, patients, caregivers, and field team interactions in record-keeping systems.

• Organize referral workloads based on turnaround time, volume, workload, and service outcome metrics.

• Support technology and digital communication channels for both internal and external stakeholders.

• Communicate the status of referrals and prescriptions, their outcomes, and subsequent steps.

• Conduct regular chart audits for Reimbursement Specialists.

⛳️ Requirements

• 1-3 years of experience in managing patient referral and prescription activities or reimbursement services within infusion or specialty therapies.

• 1-3 years of experience delivering customer service in a healthcare setting, ensuring high-quality service standards and assessing customer satisfaction.

• Experience with electronic health medical records or pharmacy patient management systems.

• High School Diploma or equivalent qualification.

• Capability to multitask effectively in a fast-paced environment.

• Proficient in medical or pharmacy terminology, both written and verbal.

• Moderate proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.

• Willingness to travel up to 5% of the time for business-related purposes.

• Ability to adhere to LUX Infusion's legal, ethical, and compliance policies.

• Skill in prioritizing competing demands and managing multiple tasks efficiently.

• Capacity to occasionally stand, walk, sit, climb stairs, bend, kneel, crouch, crawl, talk, hear, and lift or move up to 25 pounds.

• Ability to support or coordinate assistance for individuals with disabilities.

🏝️ Benefits

• Purpose-driven work that directly impacts patient care.

• A patient-first, collaborative intake environment.

• Close collaboration with clinical, reimbursement, and pharmacy teams.

• Opportunities to enhance your expertise while contributing to meaningful care journeys.

• Reasonable accommodations provided during the application or interview process.

• Annual mandatory legal and ethical compliance training.