Patient Support Manager (Great Lakes)

Patient Support Manager (Great Lakes), Market Access

Who we are:

Agios is a biopharmaceutical company that is fueled by connections. We thrive in a supportive, fun, and flexible environment full of people empowered to bring their whole selves to work. We care deeply about our work, each other, and the patients who count on us. Our teams cultivate strong bonds with patient communities, healthcare professionals, partners and colleagues, which helps us discover, develop and deliver therapies for genetically defined diseases – and make a bigger difference in their lives. In the U.S., Agios markets a first-in-class pyruvate kinase (PK) activator for the treatment of hemolytic anemia in adults with PK deficiency. Building on the company’s leadership in the field of cellular metabolism, Agios is advancing a robust clinical pipeline of investigational medicines with active and planned programs in alpha- and beta-thalassemia, sickle cell disease, pediatric PK deficiency and MDS-associated anemia.

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 these patient communities. The Patient Support Manager works in a highly visible, dedicated team environment to support patients, caregivers, and healthcare providers obtain access to our approved therapies. The role develops relationships with HCP’s, patients, and caregivers to support both the HCP’s and the families through their journey on therapy. The PSM also works closely with their cross functional partners to ensure ongoing compliance to therapy. The Patient Support Manager will report into the regional Senior Manager Patient Access and Reimbursement Services.

What you will do:

• 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
• Fosters 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 a 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
• Maintains 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
• Maintain confidentiality of patient health information and act in compliance with all laws, regulations and Agios policies.
• 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
• Is proficient in the use of Customer Relationship Management tool
  
  

What you bring:

• 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
• Knowledge of benefit verification and prior authorization process for oral products
• Experience and proficiency in working with a Customer Relationship Management System, such as Salesforce.com
• Ability to proficiently use Microsoft Excel, Outlook, and Word
• Ability to work independently and manage competing priorities
• 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
• This position may require ability to travel within the US up to 15%
• Ability to work during standard business hours in the East or Central time zone required
  
  

Preferred Qualifications

• Rare, ultra rare, or genetic disease experience
• Located in the Eastern or Central time zones
• Bilingual – fluent in Spanish or Mandarin
  
  

Work Location:

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. For employees who choose to work remotely, travel may be required for certain company events commensurate to the above job description.

What we will give you:

• 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. When you’re at your best, we’re at our best.
• 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 performance-based compensation. This includes both short- and long-term incentives that are connected to our business strategy.
• Psychological safety. We support an environment of fearlessness. We want you to share your ideas, speak candidly and take data-informed risks to help push the boundaries.
• 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.
  
  

Interested in learning more about what makes our culture unique? Visit the Inside Agios section of our website.