Director, Patient Access Liaison Team Lead

Krystal Biotech•Pittsburgh, PA

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.