SMA Family Access Manager - Austin/San Antonio, TX

About the Role

The Family Access Manager (FAM) serves as the patient-facing expert on the Rare Disease patient journey and the liaison for all Biogen team members involved in the process. The FAM engages cross-functional stakeholders to support appropriate patients in starting and staying on rare disease therapies, addressing logistical and non-clinical issues impacting treatment initiation and ongoing therapy. The role involves identifying the right point person, tools, or resources to resolve issues, including collaboration with Account Executives, Market Access & Reimbursement, and Case Management.

The FAM will have an in-depth understanding of the HCP prescribing account, the administration site of care, and the payer approval process at the patient level. Responsibilities include providing patient education, supporting site-of-care contacts in navigating non-clinical barriers, and offering reimbursement, disease state, and product education. The FAM interacts with physicians, nurses, pharmacists, ancillary staff, patients, families, caregivers, and advocacy partners to address barriers to patient access and serves as the primary source for local/regional patient advocacy activities. This territory includes Austin, San Antonio, and the Valley. The ideal candidate will live in Austin or San Antonio.

Responsibilities

• Support patients and families through the steps required to gain access to therapy, including disease and product education, site-of-care coordination, understanding payer policies, and other support services.
• Act as a patient advocate in cross-functional meetings with internal partners (Case Manager, Account Executive, Market Access & Reimbursement) to build and maintain accurate case plans for patients (e.g., case histories, insurance, ongoing coverage needs, treatment plan changes).
• Identify and support the resolution of patient access barriers, including insurance coverage, reimbursement, financial limitations, site-of-care, and procurement/distribution issues.
• Collaborate with the Market Access & Reimbursement team to ensure appropriate reimbursement, engage with payers, specialty pharmacies, and specialty distributors.
• Provide strong emotional support for individuals living with rare diseases and their loved ones/caregivers, collaborating in a way that enables forward progress.
• Stay knowledgeable of changes in the patient access environment to proactively identify and communicate issues that may impact access.
• Complete comprehensive assessments of patient needs, considering family and healthcare providers, including understanding payer policies, plan designs, Medicaid coverage (if applicable), and local healthcare systems.
• Develop and offer solutions to families, including communication of alternative insurance options and connecting them to available resources.
• Educate patients, families, and caregivers on Biogen products and services.
• Develop activities to achieve greater openness and understanding of rare diseases.
• Build a rare disease network through local advocacy groups, rare disease-related events, and national conferences.
• Become an expert on the Rare Disease portfolio and Biogen resources to provide the highest level of patient and caregiver support, positively impacting the patient journey.

Qualifications

• 5+ years of business experience in the healthcare or biotech industry, with at least 3 years of field-based experience in account management, sales, and/or field reimbursement.
• Rare disease experience preferred.
• Proven record in field reimbursement, clinical education, or pharmaceutical sales/management of products requiring significant payer and reimbursement involvement.
• Experience with physician-administered drugs (PADs)/biologics and various outpatient sites of service.
• Comprehensive understanding of field/patient reimbursement, charitable funding, and non-profit organizations.
• Experience leading cross-functionally and influencing without authority.
• Case management or direct patient/caregiver support experience is a plus.
• Familiarity with the relevant legal and regulatory environment in the biotech industry.
• Strong emotional intelligence (EQ), communication, listening, and empathy skills; bilingual (Spanish) is a plus.
• Effective at managing complex, individualized cases.
• Comfortable spending 60% of time traveling.
• Valid driver’s license and acceptable driving record per Biogen policy (driving is an essential duty).

Education: Bachelor’s degree required; master’s degree is a plus.

Pay

The base compensation range for this role is $148,000.00–$198,000.00. Base salary is determined through an analytical approach considering relevant skills and experience, job location, and internal equity. Regular employees are eligible for short-term and long-term incentives, including cash bonuses and equity opportunities, based on individual, business unit, and company performance.

Benefits

• Medical, dental, vision, and life insurance.
• Fitness and wellness programs, including a fitness reimbursement.
• Short- and long-term disability insurance.
• A minimum of 15 days of paid vacation plus an end-of-year shutdown (December 26–31).
• Up to 12 company-paid holidays plus 3 paid days off for personal significance.
• 80 hours of sick time per calendar year.
• Paid maternity and parental leave.
• 401(k) program with company-matched contributions.
• Employee stock purchase plan.
• Tuition reimbursement of up to $10,000 per calendar year.
• Participation in Employee Resource Groups.