Patient Access Liaison

Krystal Biotech • San Francisco, CA

4d

About The Position

The Patient Access Liaison (PAL) is a field-based role covering California, Oregon, Washington, Alaska, and Hawaii, with an ideal candidate located in a major metropolitan area within the territory. The PAL provides non-medical education and assistance to patients and caregivers, as well as healthcare provider (HCP) office and site-of-care staff, regarding product reimbursement, distribution, logistics, and access to therapy. The role helps patients and providers understand access requirements, including prior authorization and appeals, and supports ongoing adherence to prescribed therapy through relationship management and coordination with specialty pharmacies and distributors as needed.

The position works with patients, caregivers, HCP staff, and internal cross-functional teams to deliver customer service and support. It requires rare disease experience and strong knowledge of reimbursement and distribution for buy-and-bill products and products covered under the medical benefit. The PAL uses Krystal's patient CRM/workflow system for case documentation, assigned tasks, and case management.

Requirements

• BS/BA degree.
• At least 5 years of experience in patient services, field reimbursement, biopharma sales, or account management; field-based experience preferred.
• At least 1 year of direct experience providing education and access support to patients or families.
• Scientific background and ability to learn product and disease information.
• Orphan or rare disease experience working directly with patients or caregivers.
• Familiarity with HIPAA guidelines and FDA regulations.
• Ability to travel 30%–50%.
• Ability to handle difficult patient cases and resolve access hurdles.
• Ability to work in a 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.

Nice To Haves

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

Responsibilities

• Educate patients and office staff about payer access and insurance processes, including payer-specific authorization requirements.
• Help patients and office staff identify site-of-care options closer to home and options for home dosing.
• Navigate office and site-of-care staff to identify the appropriate personnel for patient coverage and access needs.
• Educate patients about affordability assistance, including copay assistance, patient assistance programs (PAP), and other alternatives.
• Provide non-medical educational support about what to expect when initiating therapy.
• Prepare patients and help coordinate their next appointment and treatment.
• Build trusted relationships with patients and caregivers through phone, text, email, virtual, and in-person engagement.
• Follow a planned educational and support program to help patients on therapy optimize adherence to prescribed treatment.
• Educate large centers, community prescribers, and sites of care about product procurement options and related billing and coding requirements for products and professional services.
• Use the Krystal patient CRM/workflow system compliantly to document case progress, complete assigned tasks, and perform case-management functions.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time