Patient Access Liaison (Remote)

Purpose and Scope

The Patient Access Liaison will play a key role in ensuring timely and sustained access to Tolmar products. In this highly collaborative role, you will serve as a critical liaison among healthcare providers, specialty pharmacies, hub services and internal cross-functional teams. The Patient Access Liaison plays a critical role in managing case-level communications, resolving access issues, supporting data quality, and providing market insights to senior leadership. Your knowledge of payer coverage and access processes for both pharmacy and medical benefit (buy & bill) pathways will create confidence with our providers in their ability to efficiently obtain Tolmar products.

Essential Duties & Responsibilities

• Serve as the primary point of contact for day-to-day communications with the hub and specialty pharmacy partners, ensuring a smooth case management process and an optimal experience for patients & providers
• Monitor patient case progress, reconcile data discrepancies, research case inquiries and provide updates to key stakeholders as needed
• Actively manage all of your assigned cases daily ensuring that the appropriate status is applied to each case
• Leverage data and insights to determine where action is required to move a case forward towards a dispense
• Work independently and collaboratively with key stakeholders to resolve complex access issues, promoting positivity and teamwork
• Conduct weekly 1:1 meetings with sales team to compliantly update them on their cases
• Foster an environment of exceptional customer service to both internal and external customers, addressing requests and escalations accurately, promptly and compliantly
• Educate providers on payer coverage criteria, forms, processes, prior authorizations, appeals, formulary exception requests and documentation requests
• Identify gaps in account knowledge of the acquisition process and provide education/resources to fill those gaps to improve the account and provider experience
• Create awareness with providers of the available patient support programs & services offered by Tolmar and train accounts how to appropriately utilize those resources
• Provide acquisition, billing & coding support to customers utilizing the buy & bill pathway
• Provide stakeholders (internal and external) with updates regarding changes to payers, pharmacies, programs and processes that impact them
• Align with Market Access team regarding payer coverage updates
• Ensure compliance with all relevant regulations and company policies
• Responsible for reporting Adverse Events and Technical Complaints to Tolmar Pharmacovigilance and Patient Safety (PSSP) that you learn of per SOP-00821, Pharmacovigilance and Technical Complaint Reporting.

Core Values

This position is expected to operate within the framework of Tolmar’s Core Values:

• Center on People:We commit to support the well-being of our patients. We are committed to treating our employees and those we serve as valued partners. By placing people at the heart of our actions, we actively engage, invigorate, acquire knowledge, and grow together.​
• Are Proactive & Agile:We embody a culture of engagement and action. With a hands-on approach, we fearlessly adapt to change. We anticipate, respond swiftly and efficiently to ignite a spirit that propels us towards extraordinary outcomes.​
• Act Ethically:We are committed to consistently conducting our business in an ethical, compliant, and socially aware manner, in line with our purpose of positively impacting lives. We actively cultivate diversity, equity, inclusion & sustainability in our workplace.
• ​Constantly Improve:We are committed to a collaborative & proactive effort to improve our products, systems, processes, and services by reducing waste, increasing efficiency & improving quality.​
• Are Accountable:We think, act, and communicate with honesty, transparency, and clarity in alignment with our core values. We don't compromise our values for near term gain. We take accountability & ownership of our work, actions, successes, and setbacks. We strive to deliver our best as we shape the future.​

Knowledge, Skills & Abilities

• Excellent working knowledge of hub services, specialty pharmacies and patient support programs
• Deep understanding of the patient access landscape and grasp of the patient access journey in the specialty pharmacy marketplace
• Strong understanding of the U. S. Healthcare reimbursement systems and payers (Medicare, Medicaid and commercial plans) in your assigned region