Patient Support Manager, Market Access (Southwest)

The Patient Support Manager

The impact you will make: Agios Pharmaceuticals is searching for a dynamic Patient Support Manager (PSM) to join our growing Market Access team. We want someone who cares about this important work, and who’s driven to connect to our mission of helping Sickle Cell patients.

About the role

Contribute to the success of a best-in-class patient services program to support Agios’ Commercial Vision Mission
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 One Agios unified approach to supporting patient access and brand strategy
Exceed in delivering positive patient experience by assessing patient needs and develop 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 shares 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
Demonstrates and maintains 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 leverages CRM reporting tools and data analytics to make strategic decisions about their territory and prioritize patient and customer needs
Approaches 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
Applies 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
Exceed in delivering a positive, dignified patient experience by building trust, actively listening, and addressing patient needs with compassion and urgency

Responsibilities

• Contribute to the success of a best-in-class patient services program to support Agios’ Commercial Vision Mission
• 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 One Agios unified approach to supporting patient access and brand strategy
• Exceed in delivering positive patient experience by assessing patient needs and develop 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 shares 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
• Demonstrates and maintains 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 leverages CRM reporting tools and data analytics to make strategic decisions about their territory and prioritize patient and customer needs
• Approaches 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
• Applies 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
• Exceed in delivering a positive, dignified patient experience by building trust, actively listening, and addressing patient needs with compassion and urgency

Requirements

• 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.
• Possess strong written and verbal communication skills, exceptional listening, critical thinking, and problem solving.

Qualifications

• Located in the West region.
• Preferred Qualifications: Rare, ultra rare, or genetic disease experience.

Skills

• Strong written and verbal communication skills, exceptional listening, critical thinking, and problem solving.

Benefits

This position may require ability to travel within the US up to 15%
Deliberate Development. Your professional growth as one of our top priorities.
Flexibility. We’re all about individual needs. We embrace different perspectives, work styles, health and wellness approaches, care of families and productivity.
Premium benefits package. We invest in the health, wellbeing, and security of our people with a premium benefits package that is well-rounded and flexible to help meet the varied personal and professional needs of every member of our team.
Competitive and equitable performance-based compensation. This includes base salary and both short- and long-term incentives that are connected to our business strategy and vary based on individual and company performance.
Commitment to diversity. We strive to foster a welcoming workplace where everyone can thrive. We’re continuously looking to improve the inclusivity of our workforce.
Commitment to community. We’re an active participant in the communities that surround us – the communities where we live, and the community of people and their loved ones in need of better treatment options for conditions that are often overlooked.

Pay

The current base salary range for this position is expected to be between $110,029 and $165,044 annualized; final salary will be determined based on various factors including, but not limited to, years of relevant experience, job knowledge, skills and proficiency, degree/education, and internal comparators.

Schedule

Location Agnostic: Work location for this role is based on employee's individual preference. This role has the ability to be either remote in the US or hybrid in our Cambridge Headquarters. Hybrid schedules vary but are generally less than 3 days per week onsite and hybrid employees are expected to live within commutable distance to our Cambridge Headquarters. Remote employees work entirely from home except for attending Company sponsored events/ meetings.