Patient Access Manager

Dompé•San Mateo, CA

5d•$70,000 - $95,000

About The Position

The Patient Access Manager (PAM) is a key member of Dompé’s US organization, supporting patient access to Oxervate (cenegermin-bkbj ophthalmic solution), a treatment for neurotrophic keratitis. This is a non-promotional, customer-facing role focused on advanced case management and the delivery of patient support services. The PAM executes established strategies, manages service levels, contributes to team performance, and works closely with Field Access Managers, vendors, specialty pharmacies, healthcare providers, and patients and families to address access needs throughout the therapy journey. The role oversees escalations, monitors reimbursement and specialty pharmacy processes, maintains patient status records, and identifies barriers and compliant ways to resolve them. The PAM also provides reporting and analysis, supports provider education about the Dompé Connect to Care program, and collaborates with internal stakeholders to improve patient access materials and processes. The position is field based and primarily home-office based, with approximately 10% travel, including occasional overnight travel by plane or car for customer, vendor, and internal meetings.

Requirements

Bachelor’s degree, with an advanced degree or experience in the healthcare field required.
3–5 years of biopharmaceutical experience.
1–2 years of managed care, reimbursement, channel management, and customer-facing experience.
Proven success in the pharmaceutical or biopharmaceutical industry, including new product launches; the posting specifies biologics, pharmacy benefit, rare or orphan disease, and ophthalmology products, along with strong clinical and scientific expertise and established ophthalmology (anterior segment) relationships across private practice and hospital or academic settings.
Case management skills, including confidentiality, sound judgment, and independent decision-making.
Project and vendor management expertise and experience in fast-paced, start-up, or evolving environments.
Experience working closely with field organizations to implement patient support programs for physicians and their patients.
Ability to design and implement physician and patient support programs in collaboration with field organizations and external stakeholders such as physicians, advocacy groups, and vendors.
Understanding of the U.S. biopharmaceutical regulatory and legal review process and compliance landscape.
Exceptional communication and presentation skills, with the ability to communicate effectively with diverse internal and external groups, customers, and stakeholders.
Ability to prioritize and multitask, work independently, accept feedback, and pursue continuous development while valuing diverse perspectives.
Ability to self-manage in a remote environment.
Ability to travel approximately 10%, including overnight travel by plane and car for some customer, vendor, and internal meetings.
Ability to maintain knowledge of the neurotrophic keratitis marketplace, policies, trends, and payer landscape; deliver results and commitments; build positive stakeholder relationships; make informed decisions; and communicate effectively.
Flexibility, adaptability, an entrepreneurial spirit, and commitment to Dompé’s core values of integrity, speed, knowledge, passion, attention to detail, reliability, flexibility, and teamwork.

Responsibilities

Execute Dompé Patient Support Programs, helping identify and resolve issues involving insurance coverage, specialty pharmacy processes, and hub vendor services.
Coordinate patient access and case management with specialty pharmacies, Field Access Managers, and patients and families throughout therapy access.
Serve as a primary escalation contact for customers and the Field Access Manager team, overseeing and supporting the patient journey.
Maintain current records of U.S. patient status, reimbursement trends, and shipping details, and act as a key contact for Field Access Managers’ patient access questions and concerns.
Provide weekly updates on patient status, adjudication progress, reimbursement outcomes, and relevant trends; identify roadblocks and recommend compliant actions to facilitate access and improve processes.
Monitor the end-to-end reimbursement process with the hub vendor and specialty pharmacy, triaging and resolving issues involving prior authorizations, denials, appeals, reauthorizations, overrides, and billing discrepancies.
Communicate with healthcare providers about the Dompé Connect to Care program and answer questions as appropriate to keep the patient journey on track.
Collaborate with Market Access, National Access Managers, and Field Access Managers to ensure accurate and timely updates on insurance approvals and patient reauthorizations.
Work with the team to improve existing patient access materials and identify, design, and roll out materials as needed.
Support physicians and patients in the field and contribute to the performance of the team and Patient Services organization.