Field Liaison, PSC Program Operations

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We are searching for the best talent for a Field Liaison to be located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC, Orlando, FL; Phoenix, AZ, Dallas, TX or Horsham, PA.

Purpose:

The Field Liaison is a non-promotional, operations-focused role within the Patient Service Center (PSC). This position serves as the primary operational link between internal case management teams and the Field Reimbursement organization, partnering closely with Field Reimbursement Managers (FRMs) and Associate Directors (FRADs). This role ensures coordination on complex patient access cases, translates field-identified barriers into potential process improvements, and provides the field reimbursement team with clear, timely visibility into PSC workflows. The Field Liaison operates in full compliance with applicable regulations and internal policies.

Responsibilities:

Field Reimbursement Partnership

• Serve as the designated Patient Service Center (PSC) Operations point of contact for assigned Field Reimbursement team members, ensuring consistent communication on patient access cases, access trends, and PSC operational updates.

• Participate in regular business reviews, pipeline calls, and regional FRM/FRAD meetings to discuss access trends, payer changes, and field-identified barriers; translate insights into PSC action plans.

• Clearly communicate PSC services, workflows, SLAs, escalation paths, and documentation expectations with HCP offices and patients.

• Compile and share PSC performance data (e.g., benefit investigations, time-to-therapy, prior authorization turnaround, rejection and denial trends, appeal outcomes) to support field strategies and account planning.

• Maintain structured feedback loops and accurate documentation of interactions, escalations, and resolutions in CRM and PSC case management platforms.

Case Escalation & Access Resolution

• Triage & coordinate resolution of complex access and reimbursement issues raised by the Field Reimbursement partners.

• Troubleshoot patient and account specific reimbursement challenges and assistance programs.

• Coordinate high-priority escalations with clear routing, tracking, and timely resolution updates.

• Identify field-reported access barriers (e.g., prior authorization criteria shifts, denial rationale patterns, site-of-care challenges, affordability issues) and partner with PSC Operations leadership on process improvements.

Operational Alignment & Program Execution

• Support implementation of new patient access programs, payer policy updates, and field reimbursem