Priovant is committed to developing and commercializing therapies that address high unmet need in autoimmune disease. As we prepare for launch, we are building a world-class Patient Services organization to support patients, healthcare providers (HCPs), and access pathways from day one.
The Patient Access Liaison (PAL) is a field-based, high-touch role dedicated to helping patients and healthcare provider (HCP) offices navigate the complexities of access to therapy. As a trusted resource and advocate, the PAL provides education, guidance, and support across insurance coverage, prior authorization, medical exceptions, appeals, affordability programs, and adherence to ensure patients can begin and continue therapy with confidence.
This role is critical to launch readiness and long-term commercial success.
Key Responsibilities
Patient Support & Journey Management
- Serve as the dedicated access resource for assigned patients, building meaningful relationships and delivering high-touch support throughout the treatment journey.
- Conduct Welcome Calls and provide education on insurance coverage, affordability programs, and therapy expectations.
- Demonstrate deep empathy and emotional intelligence in every patient interaction, actively listening to concerns, validating experiences, and meeting patients where they are in their journey.
- Build trust through compassionate, patient-centered communication—ensuring individuals feel heard, supported, and empowered during what may be a vulnerable or overwhelming time.
- Counsel patients on treatment administration, adherence strategies, and management of access-related barriers.
- Proactively identify and offer resources for financial, reimbursement, or coverage challenges to minimize therapy delays or interruptions.
- Conduct scheduled follow-ups to reinforce adherence, address evolving concerns, and ensure continuity of care.
- Coordinate with internal teams, specialty pharmacies, and case management partners to accelerate time-to-therapy.
HCP & Office Staff Engagement
- Educate HCP offices on payer coverage requirements, step therapy protocols, PA submission processes, medical exceptions, and appeals best practices.
- Serve as a real-time resource for resolving patient-specific access barriers, including denied PAs, medical exceptions, and formulary restrictions.
- Assist offices in navigating electronic prior authorization (ePA) platforms and payer portals where appropriate.
- Support benefits investigations and interpretation of payer policies to proactively minimize administrative delays.
- Maintain compliant, professional engagement aligned with regulatory and company standards.
Access & Reimbursement Expertise
- Demonstrate deep working knowledge of pharmacy-benefit and specialty pharmacy workflows.
- Navigate complex PA, appeals, and medical exception processes with accuracy and urgency.
- Reinforce appropriate use of copay assistance, bridge programs, and foundation support options.
- Proactively anticipate payer trends and coverage nuances and implement mitigation strategies to minimize barriers to patient access.
Cross-Functional Collaboration
- Act as a conduit between the Physician Engagement Team, Case Management Team, Market Access, and Specialty Pharmacy partners.
- Escalate high-impact access cases with sound judgment and clear documentation.
- Provide field insights on payer dynamics, access trends, and patient experience gaps.
- Participate in launch readiness activities and ongoing business reviews.
Operational Excellence & Data Reporting
- Document all field interactions and case updates within CRM systems in accordance with SOPs and compliance requirements.
- Monitor key performance indicators including time-to-therapy, PA approval rates, and patient engagement metrics.
- Identify patterns in reimbursement barriers and contribute to proactive solution development.
- Maintain disciplined territory management and execution in a fast-moving launch environment.
Core Competencies
Patient-First Mindset & Advocacy
- Demonstrated experience directly supporting patients in complex healthcare or reimbursement environments.
- Builds trust through empathetic, high-touch communication with patients and caregivers.
- Actively listens, validates concerns, and adapts communication style to meet patients where they are emotionally and practically.
- Maintains urgency around time-to-therapy and continuity of care.
- Balances patient advocacy with compliance and regulatory requirements.
Access & Reimbursement Expertise
- Strong knowledge of prior authorization, benefits verification, appeals, and payer policy interpretation.
- Understanding of specialty pharmacy workflows and pharmacy-benefit dynamics.
- Ability to resolve complex reimbursement challenges independently.
Judgment & Escalation Management
- Recognizes high-risk or complex cases and escalates appropriately.
- Exercises sound decision-making in ambiguous or time-sensitive scenarios.
- Maintains documentation discipline and audit readiness.
Field Execution & Ownership
- Operates autonomously within assigned geography.
- Demonstrates accountability for outcomes and follow-through.
- Manages territory planning with discipline and urgency.
Cross-Functional Collaboration
- Communicates effectively with internal stakeholders and external partners.
- Influences without authority to resolve patient and provider challenges.
- Synthesizes field insights into actionable recommendations.
Compliance & Ethical Standards
- Working knowledge of HIPAA, OIG guidance, and pharmaceutical compliance standards.
- Maintains integrity in all field interactions.
- Ensures accurate and compliant application of program rules.
Qualifications
Minimum Qualifications
- Bachelor’s degree required.
- 5–8+ years of experience in direct patient engagement, access & reimbursement, field reimbursement, or related field-based roles.
- Experience supporting rare disease, specialty, or highly complex therapeutic areas preferred.
- Willingness to travel within assigned geography.
Ideal Candidate Profile
- Deep hands-on experience with PA, appeals, medical exceptions, and specialty pharmacy coordination.
- High-touch patient engagement experience in complex reimbursement environments.
- Experience supporting launch or early commercial environments.
- Demonstrated ownership, accountability, and ability to operate independently.
- Strong communication skills with HCP offices and cross-functional partners.
- Comfort working in a fast-moving, high-accountability organization.
Compensation & Benefits
- Base Salary: $215,000 - $235,000
- Annual Bonus: 20% target
- Car Allowance: $800 per month
- Long-Term Incentives: Stock options, 401K with match
- Comprehensive Benefits Package