Patient Access Liaison Lead

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

📋 Description

• Lead and manage the PAL team to ensure patient authorization and onboarding processes are secured.

• Serve as the PAL-Pending contact for aligned sales representatives, as well as the primary liaison for referral sources, patients, and field-based sales representatives.

• Guide the processing of new prescriptions through the referral, authorization, and serviceability phases within the BioMatrix pharmacy network.

• Ensure that the team meets service level agreements and onboarding objectives.

• Act as a resource for escalations and escalate cases when necessary.

• Oversee CareTend queues and monitor team productivity.

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

• Foster relationships with referral sources and BioMatrix field representatives.

• Keep referral source personnel updated on the status of referrals.

• Gather patient demographic information, benefits, clinical history, and prescription details.

• Communicate the results of benefit investigations, out-of-pocket expenses, financial responsibilities, and available assistance options.

• Collaborate with Nurse Coordination on in-home nursing, prescription fulfillment, and shipping logistics.

• Work with Pharmacy Operations on both onboarding and ongoing fulfillment processes.

• Document updates from providers, patients, caregivers, and field teams in the appropriate systems.

• Monitor referral turnaround times, volume, workload metrics, and leadership targets.

• Support technology and digital communication platforms for stakeholders.

• Relay referral statuses, 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 providing customer service in a healthcare environment, including meeting high service quality standards and assessing customer satisfaction.

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

• High School Diploma or equivalent is required.

• Ability to handle multiple tasks in a fast-paced setting.

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

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

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

• Annual participation in mandatory legal and ethical compliance training.

• Adherence to LUX Infusion's legal, ethical, and compliance policies as outlined in the Compliance Manual.

• Ability to prioritize competing tasks, manage multiple assignments effectively, and seek guidance when necessary.

• A Bachelor's degree is preferred.

• 1-3 years of experience supporting prescribers, healthcare environments, patients, and communications related to referral or prescription services is preferred.

• Basic understanding of prescription benefits, insurance/payer requirements, and verification processes is preferred.

• General experience in a healthcare setting or services environment is preferred.

• Familiarity with infusion therapy processes and patient needs is preferred.

🏝️ Benefits

• Work with a purpose that directly impacts patients.

• Engage in a patient-first, collaborative intake environment.

• Work in close partnership with clinical, reimbursement, and pharmacy teams.

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

• Reasonable accommodations are available during the application or interview process.