Patient Access Manager
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Job Description
Field-based Patient Access Manager guiding oncology patients and providers through GSK’s support, coverage, and reimbursement programs. Supporting therapy access across assigned Alabama, Georgia, Tennessee, and North Carolina territories.
Responsibilities:
- Serve as the single point of contact for patients, caregivers, healthcare provider office staff, and provider accounts across the GSK Oncology portfolio
- Guide patients through onboarding, access, reimbursement, and ongoing treatment-support phases
- Provide approved oncology-specific information and education, benefit discussions, product and disease-state information, and program resources
- Conduct welcome calls and ongoing patient journey touchpoints using approved call guides, FAQs, and Prescribing Information
- Support enrollment in GSK services, including PAP, and guide patients and offices through enrollment requirements, missing information, and consent capture
- Educate patients on coverage outcomes, cost-sharing, financial assistance options, alternate coverage, and independent foundations within program rules
- Facilitate transfers to Specialty Pharmacy, Medical Information, the GSK Response Center, REMS vendors, and back-office Benefits Specialists
- Communicate with patients through approved recorded telephony and program systems, verifying identifiers and consent status
- Maintain accurate documentation in GSK’s internal system and Salesforce Health Cloud / CRM
- Capture and report adverse events and product quality complaints and follow crisis-management procedures
- Educate provider offices on payer coverage, coding, payment policies, and GSK Patient Support Programs
- Support office-level access case resolution by explaining benefit investigation outcomes, prior authorization requirements, processes, and appeal pathways
- Identify access and reimbursement barriers and escalate complex, systemic, or technical payer issues
- Interface with Payer Account Managers, Specialty Pharmacy Account Directors, and Oncology Sales teams within compliance boundaries
- Follow SOPs, business rules, corporate policies, privacy requirements, and compliance guardrails
- Maintain strict separation between patient-facing and account-facing activities and protect patient-identifiable information
Requirements:
- Bachelor's degree
- 3+ years of combined experience in field reimbursement, hub case management, patient experience programs, or helping patients and providers navigate insurance verification, prior authorization requirements, and access criteria
- Ability to travel up to 20%, including overnights
- Valid driver's license
- Candidates should reside within the assigned territory or within 30 miles of the territory border
- Extensive experience in oncology patient navigation, access and reimbursement, or hub case management
- Experience using CRM and case-management platforms, preferably Salesforce Health Cloud
- Advanced degree such as an MBA, MPH, PharmD, or another relevant clinical or business degree is preferred
- Active RN license and Bachelor of Science in Nursing (BSN) are preferred
- Excellent verbal, written, and presentation communication skills
Benefits:
- Comprehensive benefits program for US employees (details provided via GSK US Benefits Summary)
- Equal Opportunity Employer
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