Bilingual Patient Access Liaison

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 patentented gene therapy platform, innovative manufacturing supported by commercial-scale facilities, and a unique commercialization model focused on the patient’s end-to-end experience. Krystal received U.S. FDA approval for the first and only redosable gene therapy, VYJUVEK®, for the treatment of Dystrophic Epidermolysis Bullosa (DEB). We continue to advance a robust pipeline of investigational genetic medicines in respiratory, oncology, dermatology, and ophthalmology.

About the role

The Patient Access Liaison (PAL) is a field-based position that provides product reimbursement, distribution, logistical, and other non-medical educational assistance to patients, caregivers, healthcare providers (HCP), and site-of-care staff. The PAL educates patients and providers on requirements to gain access to therapy, including prior authorization and appeals, and maintains relationships to support ongoing compliance. This highly visible role covers Texas, Missouri, Kansas, Arkansas, and Oklahoma, and requires travel within the Central Time Zone.

Responsibilities

• Support patients with accessing treatment by educating patients 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 closer to home and options for home dosing.
• Navigate office and site-of-care staff to identify appropriate personnel who support patient coverage and access needs.
• Provide education on affordability assistance options, including copay assistance, patient assistance programs (PAP), and other alternatives.
• Offer 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 through phone, text, email, virtual, or in-person connections.
• Follow a planned educational and support program to optimize adherence to prescribed therapy.
• Provide proactive education to large centers, community prescribers, and sites of care on product procurement, billing, and coding requirements.
• Work compliantly within the Krystal patient CRM/workflow system to document case progress and manage tasks.
• Perform other duties as assigned.

Requirements

• BS/BA degree required.
• 5+ years of experience in patient services, field reimbursement, biopharma sales, or account management, with at least 1 year working directly with patients/families providing education and access support.
• Bilingual in English and Spanish.
• Scientific background with the ability to learn product and disease information.
• Experience with orphan or rare diseases working directly with patients/caregivers.
• Familiarity with HIPAA guidelines and FDA regulations.
• Ability to travel 30%-50%.
• Ability to handle difficult patient cases and resolve hurdles.
• Strong teamwork skills to collaborate with internal teams, specialty pharmacy partners, and field sales.
• Ability to respond within 24 hours to prevent lapses in treatment.

Preferred Qualifications

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