Director, Patient Access Liaison Team Lead

Krystal Biotech • Pittsburgh, PA

6d

About The Position

The Director, Patient Access Liaison Team Lead is responsible for overseeing and leading a team of Patient Access Liaisons, ensuring seamless patient support, access to treatment, and adherence to prescribed therapy. This role requires strategic leadership in navigating payer processes, optimizing site-of-care selection, and enhancing patient engagement. The Director, Patient Access Liaison Team Lead will drive best practices, maintain compliance, and foster collaboration with cross-functional teams to improve the overall patient experience. Director, Patient Access Liaison Team Lead will report to Head of US Patient Services, Specialty Pharmacy and Advocacy.

Requirements

• Bachelor’s degree in healthcare, life sciences, business, or a related
• 7+ years of experience in patient access, reimbursement, or specialty pharmacy services.
• 2+ years of first line leadership experience
• Scientific background and ability to learn product and disease information.
• Orphan or Rare disease experience working directly with patients/caregivers.
• Familiarity with HIPAA guidelines and FDA regulations.
• Ability to travel between 40%-60%.
• Ability to handle difficult patient cases and resolve hurdles.
• Ability to work in team environment and manage communication and provide appropriate leadership with internal team members, specialty pharmacy partners, and field sales.
• Ability to respond immediately, when necessary (within 24 hours), to prevent lapses in treatment.
• Strong knowledge of site-of-care coordination, billing and coding requirements, and regulatory compliance in biotech/pharmaceutical patient support.

Nice To Haves

• Previous experience with Patient Journey Navigator (PJN) preferred for patient services and case management workflow preferred.

Responsibilities

• Partner with the senior leadership team to identify strategic initiatives and best practices to continuously improve patient experience.
• Lead and mentor a team of Patient Access Liaisons, providing oversight, training, and development to enhance patient support services.
• Develop and implement strategic initiatives to improve patient access, including optimizing processes for payer authorization, reimbursement, and affordability assistance programs.
• Ensure high-touch patient support by guiding the team in educating patients and office staff on payer access, insurance processes, and specific payer requirements.
• Oversee the coordination of treatment access solutions, including site-of-care options closer to home and home dosing alternatives.
• Serve as a senior resource and escalation point for complex patient access challenges, providing expertise in reimbursement, insurance navigation, and coverage issues.
• Build and maintain strong relationships with patients, caregivers, and healthcare providers, ensuring consistent and personalized support via multiple communication channels (phone, text, email, virtual, in-person).
• Monitor and track adherence to prescribed therapy, implementing data-driven strategies to improve patient retention and optimize treatment success.
• Provide advanced educational support to healthcare providers, large treatment centers, and sites of care on product procurement, billing, coding, and payer reimbursement requirements.
• Ensure compliance with all applicable laws and company policies related to patient support and access services.
• Manage patient cases and implement standardized processes across the Patient Access Liaison Team within the CRM/workflow system, ensuring accurate documentation, timely follow-ups, and seamless case resolution.
• Analyze program performance metrics and generate reports to assess patient support effectiveness, identify trends, and drive continuous improvement.
• Collaborate with cross-functional teams, including Market Access, Reimbursement, and Clinical Operations & Medical Affairs, to align patient support initiatives with broader organizational goals.
• Collaborate where appropriate with the Commercial team to align with healthcare professionals to support initiatives with broader organizational goals.
• Lead special projects and process improvements to enhance patient access, adherence programs, and overall patient experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Director