Bilingual Patient Access Liaison

About Krystal Bio

At Krystal Biotech, we bring together the brightest and most eager minds to relentlessly pursue the discovery, development, manufacturing, and commercialization of genetic medicines to treat diseases with high unmet medical needs. Founded in 2016, Krystal is distinguished by our science and technology using a patented gene therapy platform, innovative manufacturing supported by commercial-scale facilities, and a unique commercialization model that focuses on the patient’s end-to-end experience. Krystal received U.S. FDA approval for the first and only redosable gene therapy treatment, VYJUVEK®, for the treatment of Dystrophic Epidermolysis Bullosa (DEB). We continue to leverage our proprietary platform to rapidly advance a robust pipeline of investigational genetic medicines in respiratory, oncology, dermatology, and ophthalmology. Krystal is headquartered in Pittsburgh, PA, with teams around the world and satellite offices in Switzerland, Germany, and Japan.

About the role

The Patient Access Liaison (PAL) is a field-based position that will provide product reimbursement, distribution, logistical, and other non-medical educational assistance to patients/caregivers as well as HCP office and site-of-care staff. The PAL will work with patients and their healthcare providers to educate them on the requirements to gain access to therapy, including information specific to prior authorization and appeals. The PAL will also maintain relationships with patients and office staff to support ongoing compliance with prescribed therapy, collaborating as needed with specialty pharmacy and distributors. This highly visible role covers TX, MO, KS, AR, and OK and requires strong teamwork to provide exceptional customer service to patients, caregivers, HCP staff, and internal cross-functional teams. The ideal candidate can be based anywhere in the Central Time Zone and must be comfortable with travel.

Responsibilities

• Support patients with accessing treatment by educating the patient and office staff about payer access and insurance processes, including specific payer requirements for authorization.
• Assist patients and office staff with finding sites of care options closer to their home and options for home dosing.
• Navigate office and site-of-care staff to identify the appropriate personnel who support the patient with coverage and access needs.
• Provide education on affordability assistance options including copay assistance, patient assistance programs (PAP), and other alternative options.
• Provide non-medical, educational support including what to expect when initiating therapy.
• Prepare patients and help coordinate the next appointment and treatment.
• Develop trusted relationships with patients and caregivers by engaging via phone, text, email, virtual, or in-person connections.
• Follow a planned educational and support program to support patients on therapy to optimize adherence to the prescribed therapy.
• Provide proactive education to large centers, community prescribers, and sites of care on product procurement options and associated billing and coding requirements for product and professional services.
• Work compliantly within the Krystal patient CRM/workflow system to document case progress, complete assigned tasks, and manage overall case functions with PAL responsibilities.
• Other duties as assigned.

Requirements

• BS/BA degree required.
• 5+ years of experience (field-based preferred) in patient services, field reimbursement, biopharma sales, or account management, with a minimum of 1 year working directly with patients/families providing education and access support.
• Bilingual in both English and Spanish.
• Scientific background and ability to learn product and disease information.
• Orphan or rare disease experience working directly with patients/caregivers.
• Familiarity with HIPAA guidelines and FDA regulations.
• Ability to travel between 30%-50%.
• Ability to handle difficult patient cases and resolve hurdles.
• Ability to work in a team environment and manage communication with internal team members, specialty pharmacy partners, and field sales.
• Ability to respond immediately, when necessary (within 24 hours), to prevent lapses in treatment.

Preferred Qualifications

• Previous experience with Patient Journey Navigator (PJN) for patient services and case management workflow.