Patient Access Liaison Director

Glaukos•San Clemente, CA

About The Position

The Patient Access Liaison (PAL) Director leads a team dedicated to helping patients gain timely access to therapies through expert navigation of insurance, logistics, and financial assistance. This strategic role oversees program design, operational excellence, compliance, and people leadership, ensuring PALs deliver compassionate, high-quality support while aligning with FDA-approved indications and regulatory standards. The Director collaborates across Market Access, Medical Affairs, Compliance, Marketing, HUB vendors, specialty pharmacies, and healthcare providers to remove access barriers, enhance patient experience, and drive brand success.

Requirements

10+ years in patient access, reimbursement, or case management; 5+ years managing field teams.
Background in pharma/biotech/specialty pharmacy/HCP settings; rare disease or ophthalmology experience preferred.
Advanced knowledge of benefit verification, prior authorizations, appeals, exclusions, out-of-network navigation, and medical necessity reviews; strong understanding of buy-and-bill/physician-administered therapies and coding (CPT/HCPCS, incl. Category III & unlisted J-codes).
Proven success in scaling patient support programs and leveraging CRM tools (Salesforce, PowerBI).
Bachelor’s degree required.
Strong leadership, communication, and problem-solving skills; bilingual a plus.

Nice To Haves

advanced degree or PACS certification preferred.

Responsibilities

Leads and develops a team of Patient Access Liaisons (PALs), driving performance, accountability, and high-quality patient support.
Sets the strategic direction for the PAL program, aligning patient access initiatives with corporate, brand, and business objectives.
Oversees nationwide patient engagement efforts, helping patients navigate insurance, treatment access, specialty pharmacy coordination, and financial assistance resources.
Provides expertise and oversight for reimbursement processes, including benefit verification, prior authorizations, appeals, payer policies, and complex access challenges.
Manages HUB and specialty pharmacy partnerships to ensure seamless patient support, treatment continuity, issue resolution, and operational effectiveness.
Collaborates cross-functionally with Market Access, Medical Affairs, Compliance, Marketing, providers, pharmacies, and vendors to enhance patient access strategies and outcomes.
Ensures compliance with HIPAA, FDA, OIG, and other regulatory requirements while maintaining accurate documentation, reporting, and adherence to SOPs.