Patient Access Liaison Lead

LUX Infusion

3d•$65,000 - $75,000•Remote

About The Position

At LUX Infusion, we’re reimagining infusion care to be more human, supportive, and connected. We are looking for a Patient Access Liaison Lead who wants their work to mean something — someone who brings empathy, precision, and follow‑through to protecting patients’ ongoing access to care. As a key member of the Intake team, a Patient Access Liaison (PAL) Lead will be responsible for directing and overseeing their team toward the common goal of securing authorization and on-boarding new patients. PAL Lead will act as PAL- Pending for their aligned sales representatives and will serve as the primary contact to a referral source (prescriber, provider, healthcare center, system, and/or practice), the patient for whom the referral is for, and the field-based sales representative associated with the referral source account. In this role, the PAL Lead will be responsible for navigating a new prescription via a referral from a referral source through the necessary steps to determine whether it can be serviced in the BioMatrix network of pharmacies. In addition to the PAL- Pending duties, PAL Lead will also assist in ensuring the team is achieving service level agreements, on-boarding new cases to meet team goals, being a resource for escalations and further escalating cases as appropriate. This role will work closely with data entry, reimbursement, nurse coordination, revenue cycle management and pharmacy operations team members supporting various stages of the intake and pharmacy management processes and will understand the case status and next steps for each referral they are responsible for supporting.

Requirements

1-3 years of experience managing patient referral and prescription activities or reimbursement services in infusion or specialty therapies
1-3 years of experience providing customer service in health care setting (patients and/or providers), including meeting high-quality standards for services and evaluation of customer satisfaction
Electronic health medical record or pharmacy patient management experience
High School Diploma or equivalent, Bachelors' Degree preferred
Ability to multitask in a fast-paced environment
Proficient in medical or pharmacy terminology, written or verbal
Moderate skills in Microsoft Office (including Word, Excel, PowerPoint, etc.)
Willing to travel up to 5% of the time for business purposes (when necessary to attend meetings, conferences, seminars, etc.)

Nice To Haves

1-3 years of experience in supporting prescribers, healthcare setting, patient, and field facing communications related to referral or prescription services in infusion or specialty therapies
General understanding of prescription benefits, insurance/payer requirements, and verification processes
General experience working in a health care setting or services environment
General knowledge of infusion therapy process and patient needs

Responsibilities

Lead team toward common goals by providing support and guidance to PALs and Reimbursement Specialists
Monitor CareTend queues based on last events to ensure work is progressing efficiently
Escalate cases as needed to Intake Escalations Supervisor or upper management as needed for additional review or support
Monitor and manage team productivity and service level agreements
Ensure team members are grasping and implementing any new processes
Participate in team development/ process improvement discussions as needed
Manage team members' schedule, time off, quality of work and any other personnel or performance issues
Build relationships with assigned referral sources and associated BioMatrix field representatives through communication and coordination with key personnel responsible for pharmacy referral activities within the healthcare setting
Serve as point of contact to referral source and keep necessary referral source personnel well informed of the status of referrals sent to BioMatrix for service
Follow-up with referral source, patient, and/or caregiver to collect all required information and data sets needed to support the referral process activities (including but not limited to patient demographic, pharmacy/medical benefits, clinical history, and/or prescription details)
Work closely with Reimbursement Specialists and conveys outcomes of benefit investigation activities with patient when it comes to patient out of pocket costs, financial responsibility, and financial assistance options for patient support consideration
Work closely and communicate with Nurse Coordination team for those patients who intend to move forward with service and require in-home nurse care to be scheduled and organized around prescription fulfillment and shipping
Work closely and communicate with Pharmacy operations team members ensuring clinical and fulfillment resources have everything they need to successfully support the on-boarding and on-going fulfillment for a new patient referral/prescription
Produce written documentation representing all provider, patient, caregiver, and/or field team updates and communications in necessary systems of record
Understand referral turn-around time, volume, and workload metrics and goals established by leadership; use goals to effectively organize referral workload and daily activities for successful outreach and completion of referral steps needed to attain service outcomes/determination
Support use of technology and other innovative digital channels for internal and external stakeholder communication as directed by leadership; leverage professional and effective communication skills when utilizing technology for written correspondence with these stakeholders
Have strong understanding of referral and prescription management processes and available services to effectively convey status, outcomes, and next steps to team members as well as referral source, patients, and field resources as expected and needed
Periodic chart audits for Reimbursement Specialists (as needed) to help ensure team members' Performance