Patient Access Liaison
About The Position
Glaukos is seeking Patient Access Liaisons to help patients overcome barriers to care and start and remain on prescribed therapy. The role supports patients through insurance navigation, specialty pharmacy coordination, financial assistance, and treatment logistics, while building partnerships with healthcare providers, pharmacies, and internal teams. Openings are listed across regions of the United States. The liaison provides empathetic, culturally sensitive patient guidance; completes benefit verifications; addresses coverage challenges; coordinates with specialty pharmacies and sites of care; supports access to financial assistance; and documents interactions in a CRM in accordance with standard operating procedures, HIPAA, and regulatory requirements. The position requires 50% travel.
Requirements
- 8+ years of experience in patient access, reimbursement, case management, or healthcare navigation.
- Strong knowledge of buy-and-bill or physician-administered therapies.
- Proven skills in benefit verification, prior authorization, appeals, and payer reimbursement strategies, including CPT/HCPCS coding.
- Proficiency with CRM platforms such as Salesforce and PowerBI, and digital communication tools.
- Understanding of HIPAA, FDA, OIG, and pharmacovigilance requirements.
- Bachelor’s degree in nursing, public health, social work, healthcare administration, life sciences, or a related field.
- Demonstrated empathy, cultural sensitivity, problem-solving ability, and teamwork skills.
- Willingness to travel 50%.
Nice To Haves
- Experience in pharma, biotech, specialty pharmacy, or an HCP setting.
- Experience in rare disease or ophthalmology, including ability to support bilateral treatment planning.
- An advanced degree or certification.
- Prior Authorization Certified Specialist (PACS) credential.
- Bilingual abilities, which may be preferred based on patient population needs.
Responsibilities
- Build trust with patients through respectful, empathetic, and culturally sensitive communication.
- Educate patients about insurance, pharmacy coordination, treatment logistics, and available support programs.
- Help patients communicate confidently with healthcare providers, pharmacies, and insurers.
- Complete and interpret benefit verifications for coverage, cost share, and prior authorization needs.
- Resolve insurance challenges, including exclusions, exceptions, and appeals.
- Share payer insights with internal teams to improve processes and remove access barriers.
- Educate patients about specialty pharmacy processes and expectations.
- Troubleshoot shipment delays, formulary exceptions, and other access issues.
- Guide patients through copay and patient assistance program enrollment.
- Partner with Reimbursement Liaisons to resolve complex financial challenges.
- Collaborate with healthcare providers and sites of care to schedule treatments and prepare patients.
- Support patients throughout the treatment journey and help ensure smooth transitions between steps.
- Record patient interactions in the CRM system according to SOPs and regulations.
- Meet quality, responsiveness, and patient satisfaction goals while maintaining HIPAA and regulatory compliance.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
