Patient Support Manager

BioCryst US Sales Co LLC; North Carolina; Hybrid; USD 85,000 - 110,000; Full time

Job summary

BioCryst is seeking a Patient Support Manager to oversee access and case management for consented patients, providing reimbursement education and ongoing support across healthcare stakeholders. This role emphasizes educating patients, caregivers, physicians, and staff to address access barriers and ensure continuity of care.

The position requires oncology/rare disease experience, strong communication skills, and a collaborative mindset.

Qualifications

• Bachelor’s degree preferred, or an equivalent combination of education and experience.
• 5+ years of commercial experience in Specialty Pharmacy and/or biotech/pharma preferred.
• Bilingual in Spanish and English.
• Relevant experience in pharmaceutical patient access services.
• Relevant experience in oncology, rare disease or specialty product markets required.
• Relevant experience with new product launches strongly preferred.
• Demonstrated ability to operate in a fast-paced, high-growth environment.
• Creative thinker; self-directed; able to develop a plan, gain alignment, and execute.
• Highly collaborative; flexible and can work easily across functions; comfortable leaning into all aspects of a commercial business and making recommendations to optimize company or team approach.
• Excellent written and verbal communication skills.
• Can build and maintain strong customer and partner relationships.

Responsibilities

• Direct the access support between consented patients and all relevant stakeholders (Pharmacy, MDO, support organizations).
• Oversee quality-control efforts relating to Pharmacy interface with payers for consented patients.
• Direct and coordinate onboarding of all new consented patients.
• Manage patient status changes within Patient Services CRM and follow-up with internal stakeholders and pharmacy.
• Enforce Patient Support Program business rules to administer access to these programs.
• Manage and communicate reimbursement-related information to consented patients and MDOs.
• Control the flow of information to and communication touch-points with consented patients.
• Support adherence efforts.
• Collaborate with Market Access to execute regional reimbursement patient educational events.
• Create and manage a comprehensive product access and patient support plan for consented patients.
• Lead the cross-functional execution activities.
• Lead weekly meetings with cross-functional colleagues to manage alignment across functions related to patient product access and ongoing support.
• Collaborate with Patient Advocacy on engagement with local, regional, and national patient organizations to support patients.
• Develop and facilitate training programs for contracted partners or vendors.
• Collaborate with Marketing and other internal commercial functions to report key insights and findings in a compliant manner.
• Adhere to all corporate compliance policies and procedures, including with regard to the receipt, and handling of PHI obtained through pharmacies, MDOs, and interactions with patients.
• Maintain a high degree of customer focus.
• Represent BioCryst at local, regional, and national conferences.
• Overnight travel to meetings, conferences, and medical offices as needed Demonstrate the highest degree of compliance and integrity.
• Other duties as assigned.

Skills

Spanish-English bilingual

Communication skills

Pharma patient access

Cross-functional collaboration

Project management

Education

Bachelor's degree

Job description

COMPANY

At BioCryst, we share a deep commitment to improving the lives of people living with hereditary angioedema (HAE) and other rare diseases. We leverage our expertise in structure-guided drug design to develop first-in-class or best-in-class oral small-molecule and injectable protein therapeutics. Our global headquarters is in Durham, North Carolina, we have a regional office in Boston, Massachusetts, and our employees span the globe across sites in multiple countries. We are proud of our culture of engagement and accountability that rewards people for innovative thinking and achievement of key objectives. For more information, please visit our website at www.biocryst.com or follow uson LinkedIn and Instagram.

JOB SUMMARY

The Patient Support Manager is a non-commissioned based role independent of the sales organization. This role is responsible for all aspects of Case Management for consented patients on a BioCryst product. This individual will provide reimbursement assistance, education, and support for BioCryst products. This individual will be responsible for educating patients, their caregivers, family members, physicians, nurses, and office staff, to address and prevent access barriers and for continued patient support. This individual will have a strong understanding of the product access and support needs of patients and healthcare providers in rare disease and/or specialty product markets. #LI-REMOTE

ESSENTIAL DUTIES & RESPONSIBILITIES

Direct the access support between consented patients and all relevant stakeholders (Pharmacy, MDO, support organizations). Oversee quality-control efforts relating to Pharmacy interface with payers for consented patients. Direct and coordinate onboarding of all new consented patients. Manage patient status changes within Patient Services CRM and follow-up with internal stakeholders and pharmacy. Enforce Patient Support Program business rules to administer access to these programs. Manage and communicate reimbursement-related information to consented patients and MDOs Control the flow of information to and communication touch-points with consented patients. Support adherence efforts. Collaborate with Market Access to execute regional reimbursement patient educational events. Create and manage a comprehensive product access and patient support plan for consented patients. Lead the cross-functional execution activities. Lead weekly meetings with cross-functional colleagues to manage alignment across functions related to patient product access and ongoing support Collaborate with Patient Advocacy on engagement with local, regional, and national patient organizations to support patients. Develop and facilitate training programs for contracted partners or vendors. Collaborate with Marketing and other internal commercial functions to report key insights and findings in a compliant manner. Adhere to all corporate compliance policies and procedures, including with regard to the receipt, and handling of PHI obtained through pharmacies, MDOs, and interactions with patients. Maintain a high degree of customer focus. Represent BioCryst at local, regional, and national conferences. Overnight travel to meetings, conferences, and medical offices as needed Demonstrate the highest degree of compliance and integrity. Other duties as assigned.

EXPERIENCE & QUALIFICATIONS

Bachelor’s degree preferred, or an equivalent combination of education and experience.

5+ years of commercial experience in Specialty Pharmacy and/or biotech/pharma preferred.

Bilingual in Spanish and English.

Relevant experience in pharmaceutical patient access services.

Relevant experience in oncology, rare disease or specialty product markets required.

Relevant experience with new product launches strongly preferred.

Demonstrated ability to operate in a fast-paced, high-growth environment.

Creative thinker; self-directed; able to develop a plan, gain alignment, and execute.

Highly collaborative; flexible and can work easily across functions; comfortable leaning into all aspects of a commercial business and making recommendations to optimize company or team approach.

Excellent written and verbal communication skills.

Can build and maintain strong customer and partner relationships.

EEO & D&I STATEMENTS

BioCryst is an equal opportunity employer and is committed to providing equal employment opportunities without regard to age, race, religion, sex, sexual orientation, gender identity, national origin, Veterans status, disability and/or other protected class characteristics.

Additionally, BioCryst is committed to achieving its business objectives in compliance with all federal, state and local law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.

CULTURE & VALUES

Passionate. Smart. Motivated. We’re all these qualities—but most importantly, we’re committed to making a difference in the lives of those living with hereditary angioedema (HAE) and other rare diseases. If you’re someone who turns challenges into triumphs and aims to achieve beyond what you think is possible, we’re waiting for you. Culture is the fabric that binds us together and makes our company a special place to work. We are powered by our people, and every employee can provide valuable input on how we can achieve our goals through a culture of accountability. Our bold thinking comes from our “people-first” perspective, where we are united across fronts to do the right thing for patients, without fear of failure—but with embracing the learnings gleaned from setbacks that fuel our self-awareness. We value ownership, integrity, and the ability to laugh and learn from our mistakes. We are proud of our ability to reward innovative thinking and grow from personal and professional discovery.