Patient Support Manager, Market Access (Philadelphia / DMV)

The Role

The Patient Support Manager (PSM) is responsible for coordinating comprehensive care for patients living with sickle cell disease. This role focuses on improving patient outcomes through education, care coordination, access support, and collaboration with healthcare providers and community resources.

What You Will Do

• Maintain long-term relationships with patients, caregivers, families, and HCPs to proactively identify and address new and ongoing barriers to access an ultra-rare drug.
• Foster collaborative relationships with Agios field-based and home-office teams to ensure a unified approach to supporting patient access and brand strategy.
• Deliver a positive patient experience by assessing patient needs and developing action plans that identify and troubleshoot future access barriers to support treatment initiation and ensure continuation of the patient’s treatment journey.
• Help patients make connections with other patients and serve as the "face of Agios" at patient meetings and industry conferences.
• Effectively share reimbursement and other knowledge with customers and internal team members through collaboration and consultation for complex patient case studies.
• Maintain comprehensive understanding of the access process, navigation of health care systems, insurance plans, payer trends, and internal/external patient and financial assistance programs.
• Apply program business rules and work instructions to deliver uniform, consistent, and sustainable service experience for patients.
• Demonstrate and maintain a high level of business acumen, understanding of Agios' business model, and the role of the patient support manager in commercializing the business and driving initiatives to meet company goals.
• Consistently leverage CRM reporting tools and data analytics to make strategic decisions about their territory and prioritize patient and customer needs.
• Approach patient and caregiver interactions with empathy, cultural humility, and an understanding of the lived experience and historical challenges faced by individuals with a rare disease.
• Apply a trauma-informed approach to patient engagement, recognizing the impact of chronic pain, repeated healthcare interactions, and historical inequities on patient trust and decision-making.
• Deliver a positive, dignified patient experience by building trust, actively listening, and addressing patient needs with compassion and urgency.

Qualifications

• Bachelor’s degree required. Health Care/Social Work/Nursing (or related field) a plus.
• Minimum of five (5) years of experience directly related to patient service or market access (e.g., case management) in the healthcare or pharmaceutical/biotech industry. Ultra-rare disease experience a plus.
• Knowledge of private payer, Medicare Part D and Medicaid structure, systems, and reimbursement process.
• Experience and proficiency in working with a Customer Relationship Management System, such as Salesforce.com.
• Ability to proficiently use Microsoft Excel, Outlook, and Word.
• Experience working in cross-functional teams and effective in influencing without authority.
• Strong written and verbal communication skills, exceptional listening, critical thinking, and problem solving.