[Hiring] Patient Access Liaison Lead @LUX Infusion

Role Description

As a key member of the Intake team, a Patient Access Liaison (PAL) Lead will be responsible for directing and overseeing their team toward the common goal of securing authorization and on-boarding new patients. The PAL Lead will act as PAL-Pending for their aligned sales representatives and will serve as the primary contact to a referral source (prescriber, provider, healthcare center, system, and/or practice), the patient for whom the referral is for, and the field-based sales representative associated with the referral source account.

In this role, your work will:

• Help patients remain on therapy without delays or disruption
• Provide clarity and reassurance during insurance or coverage changes
• Support care teams through accurate documentation and proactive communication

Every follow-up helps safeguard a patient’s ability to continue treatment with confidence.

What You’ll Do:

• Lead team toward common goals by providing support and guidance to PALs and Reimbursement Specialists
• Monitor CareTend queues based on last events to ensure work is progressing efficiently
• Escalate cases as needed to Intake Escalations Supervisor or upper management for additional review or support
• Monitor and manage team productivity and service level agreements
• Ensure team members are grasping and implementing any new processes
• Participate in team development/process improvement discussions as needed
• Manage team members' schedule, time off, quality of work, and any other personnel or performance issues
• Build relationships with assigned referral sources and associated BioMatrix field representatives
• Serve as point of contact to referral source and keep necessary referral source personnel informed of the status of referrals
• Follow-up with referral source, patient, and/or caregiver to collect all required information and data sets
• Work closely with Reimbursement Specialists and convey outcomes of benefit investigation activities
• Work closely with Nurse Coordination team for patients requiring in-home nurse care
• Work closely with Pharmacy operations team members to ensure resources are available for successful support
• Produce written documentation representing all provider, patient, caregiver, and/or field team updates
• Understand referral turn-around time, volume, and workload metrics and goals established by leadership
• Support use of technology and other innovative digital channels for communication
• Have strong understanding of referral and prescription management processes
• Conduct periodic chart audits for Reimbursement Specialists as needed

Qualifications

• 1-3 years of experience managing patient referral and prescription activities or reimbursement services in infusion or specialty therapies
• 1-3 years of experience providing customer service in health care setting (patients and/or providers)
• Electronic health medical record or pharmacy patient management experience
• High School Diploma or equivalent, Bachelor's Degree preferred
• Ability to multitask in a fast-paced environment
• Proficient in medical or pharmacy terminology, written or verbal
• Moderate skills in Microsoft Office (including Word, Excel, PowerPoint, etc.)
• Willing to travel up to 5% of the time for business purposes

Requirements

• 1-3 years of experience in supporting prescribers, healthcare setting, patient, and field facing communications related to referral or prescription services in infusion or specialty therapies
• General understanding of prescription benefits, insurance/payer requirements, and verification processes
• General experience working in a health care setting or services environment
• General knowledge of infusion therapy process and patient needs

Benefits

• Purpose-driven work with direct patient impact
• A patient-first, collaborative intake environment
• Close partnership with clinical, reimbursement, and pharmacy teams
• Opportunities to grow your expertise while supporting meaningful care journeys