Patient Access Liaison

About the Role

Beacon Hill is seeking compassionate and driven professionals to join our team as Patient Access Liaisons (PALs). This permanent, field-based role with a remote component involves supporting patients in starting and continuing their prescribed therapies by helping them overcome barriers to care. You will act as a trusted advocate, guiding patients through insurance navigation, specialty pharmacy coordination, financial resource connection, and treatment logistics. This position requires a blend of empathy and expertise to create positive patient experiences and foster strong relationships with healthcare providers, pharmacies, and internal teams. Nationwide openings are available, with territories primarily covering metropolitan and suburban areas.

Role Structure

• This is a field-based position with a remote work component.
• Candidates will spend significant time supporting patients and caregivers by phone while also maintaining a field presence within their assigned geography.
• Travel is expected to be approximately 30–50%.
• Candidates should ideally reside within 25 miles of a major airport to support travel requirements.

Responsibilities

• Serve as a trusted advocate and guide for patients, helping them navigate barriers to accessing and continuing prescribed therapies.
• Educate patients and caregivers on insurance coverage, pharmacy coordination, treatment logistics, and available support programs.
• Assist patients in confidently communicating with healthcare providers, pharmacies, and insurance companies.
• Conduct and interpret benefit verifications to determine coverage, costs, and prior authorization requirements.
• Resolve insurance-related challenges, including exclusions, exceptions, and appeals.
• Provide insights on payer dynamics to internal teams to enhance processes and remove access obstacles.
• Educate patients on specialty pharmacy procedures and expectations.
• Troubleshoot issues related to shipment delays, formulary exceptions, and other access concerns.
• Guide patients through enrollment in copay and patient assistance programs.
• Collaborate with Reimbursement Liaisons to address complex financial challenges.
• Coordinate with healthcare providers and sites of care to schedule treatments and prepare patients.
• Support patients throughout their treatment journey, ensuring seamless transitions.
• Document all patient interactions accurately in the CRM system, adhering to Standard Operating Procedures and regulations.
• Meet established goals for quality, responsiveness, and patient satisfaction while maintaining HIPAA and regulatory compliance.

Requirements

• A minimum of 8 years of experience in patient access, reimbursement, case management, or healthcare navigation, preferably within a pharmaceutical, biotech, specialty pharmacy, or healthcare provider setting.
• In-depth knowledge of buy-and-bill or physician-administered therapies.
• Demonstrated proficiency in benefit verification, prior authorization, appeals, and payer reimbursement strategies, including CPT/HCPCS coding.
• Experience using CRM platforms (e.g., Salesforce) and digital communication tools.
• Familiarity with HIPAA, FDA, OIG, and pharmacovigilance regulations.
• Experience in rare diseases or ophthalmology is preferred, with the ability to support bilateral treatment planning.
• A Bachelor's degree in nursing, public health, social work, healthcare administration, life sciences, or a related field is required; an advanced degree or certification is a plus.
• Prior Authorization Certified Specialist (PACS) credential is preferred.
• Bilingual abilities may be advantageous depending on patient population needs.
• Strong problem-solving, empathy, cultural sensitivity, and teamwork skills are essential.
• Willingness to travel up to 50% of the time.

Candidate Profile

• Highly empathetic and patient-focused individuals.
• Strong problem-solving capabilities.
• Resilience in navigating sensitive or challenging situations.
• Excellent communication skills, with the ability to build trust and rapport quickly.
• Comfortable engaging with both patients and caregivers.
• Proficiency in active listening, thoughtful questioning, and compassionate communication over the phone.

Ideal Backgrounds

• Patient-facing healthcare roles.
• Clinical or nursing backgrounds.
• Experience in pediatrics.
• Support for rare diseases or specialty therapies.
• Patient access, reimbursement, or care coordination functions.
• Clinical experience, even without a nursing degree, is valuable.
• Previous roles in clinic settings that transitioned into industry positions.

Industry & Reimbursement Experience

• Biotech or pharmaceutical industry experience is preferred but not mandatory.
• Candidates without direct industry experience will be considered if they possess strong patient-facing healthcare experience and a demonstrated ability to learn reimbursement and access processes.
• Solid understanding of benefits investigations, prior authorizations, appeals, patient assistance programs, and access/reimbursement support processes.

Field Experience

• Field experience is preferred.
• Evidence of partnering with field-based personnel, supporting specific geographic territories, collaborating with sales/access/clinical field teams, and understanding territory-based patient support is desirable.

Additional Information

Beacon Hill is an Equal Opportunity Employer committed to diversity in the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply. Voluntary self-identification forms are available for reporting purposes and will be kept confidential.