Patient Access

• Direct and oversee the PAL team toward securing authorization and onboarding new patients
• Act as PAL-Pending for aligned sales representatives and primary contact for referral sources, patients, and field-based sales representatives
• Navigate new prescriptions through referral, authorization, and serviceability steps within the BioMatrix pharmacy network
• Ensure team achievement of service level agreements and onboarding goals
• Serve as a resource for escalations and escalate cases as appropriate
• Monitor CareTend queues and team productivity
• Manage team schedules, time off, quality of work, and personnel or performance issues
• Build relationships with referral sources and BioMatrix field representatives
• Keep referral source personnel informed about referral status
• Collect patient demographic, benefits, clinical history, and prescription information
• Convey benefit investigation outcomes, out-of-pocket costs, financial responsibility, and assistance options
• Coordinate with Nurse Coordination on in-home nursing, prescription fulfillment, and shipping
• Coordinate with Pharmacy Operations on onboarding and ongoing fulfillment
• Document provider, patient, caregiver, and field team updates in systems of record
• Track referral turnaround time, volume, workload metrics, and leadership goals
• Support technology and digital communication channels for stakeholders
• Communicate referral status, outcomes, and next steps
• Conduct periodic chart audits for Reimbursement Specialists

Patient Access Liaison Lead

• Lead and guide PALs and Reimbursement Specialists toward common goals
• Monitor CareTend queues and ensure referral work progresses efficiently
• Monitor and manage team productivity, service level agreements, schedules, time off, quality of work, and personnel or performance issues
• Escalate cases to the Intake Escalations Supervisor or upper management as needed
• Participate in team development and process improvement discussions
• Build relationships with referral sources and BioMatrix field representatives
• Serve as the point of contact for referral sources and communicate referral status
• Follow up with referral sources, patients, and caregivers to collect demographic, benefits, clinical history, and prescription information
• Coordinate with Reimbursement Specialists regarding benefit investigations, out-of-pocket costs, financial responsibility, and assistance options
• Coordinate with Nurse Coordination teams for in-home care scheduling around prescription fulfillment and shipping
• Coordinate with Pharmacy Operations to support patient onboarding and ongoing fulfillment
• Document provider, patient, caregiver, and field team updates in systems of record
• Organize referral workloads using turnaround-time, volume, workload, and service-outcome metrics
• Support technology and digital communication channels for internal and external stakeholders
• Communicate referral and prescription status, outcomes, and next steps
• Conduct periodic chart audits for Reimbursement Specialists