Patient Support Manager (Great Lakes)

Agios Pharmaceuticals; United States; Hybrid; USD 110,029 - 165,044; Full time

Benefits offered by this job

Premium benefits package

Competitive compensation

Flexible work arrangements

Job summary

Agios Pharmaceuticals is seeking a dynamic Patient Support Manager to join the Market Access team. Location-agnostic role with remote US or hybrid Cambridge Headquarters options.

You will build relationships with patients, caregivers, and HCPs, providing reimbursement and adherence support throughout the treatment journey.

Qualifications

• Bachelor’s degree is strongly preferred.
• Minimum of five (5) years of experience directly related to patient service or market access in healthcare or pharma/biotech.
• Experience with private payer, Medicare Part D and Medicaid structures and reimbursement processes.
• Experience with a CRM system such as Salesforce.com.
• Proficient with Excel, Outlook, and Word.
• Ability to collaborate with cross-functional teams and manage multiple priorities.
• Excellent oral and written communication skills.
• Willingness to travel 10–15%.

Responsibilities

• Contribute to a best-in-class patient services program supporting commercial vision.
• Maintain long-term relationships with patients, caregivers, families, and HCPs to identify and address barriers to access.
• Collaborate across field-based and home-office teams for a unified approach to patient access and brand strategy.
• Deliver an exceptional patient experience by assessing needs and addressing potential access barriers to support treatment initiation and continuity of care.
• Help patients connect with others and represent Agios at patient events and ambassador programs.
• Share reimbursement knowledge with customers and internal teams for complex patient case studies.
• Maintain understanding of access processes, payer trends, and patient/financial assistance programs.
• Apply business rules to deliver a consistent service experience for patients.
• Maintain confidentiality and comply with laws, regulations and company policies.
• Leverage CRM reporting tools and data analytics to inform strategic decisions in territory planning.
• Proficient in using CRM tools.

Skills

Communication skills

Cross-functional collaboration

Problem solving

Travel eligibility

Education

Bachelor's degree

Tools

Salesforce.com

Microsoft Excel

Job description

Impact you will make

Agios Pharmaceuticals is searching for a dynamic Patient Support Manager 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 will be responsible for providing exceptional service to patients and caregivers by offering reimbursement support, ongoing adherence support, and connecting them to relevant resources—all while building long‑lasting, trusted relationships throughout their treatment journey.

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
• Ensure close cross‑functional collaboration with Agios field‑based and home‑office teams to ensure a One Agios, unified approach to support patient access and overall brand strategy
• Deliver an exceptional patient experience by assessing needs, developing action plans, and proactively addressing potential access barriers to support treatment initiation and ensure continuity of care.
• Help patients make connections with other patients and serve as the “face of Agios” at patient events and ambassador programs
• Effectively share reimbursement and other knowledge with customers and internal team members through collaboration and consultation for complex patient case studies
• Maintain 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 a 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.
• Demonstrate a high level of business acumen, understand Agios’ business model, and recognize the role of the patient support manager in commercializing the business and driving initiatives to achieve company goals
• Consistently leverage CRM reporting tools and data analytics to make strategic decisions about the territory and prioritize patient and customer needs
• Proficient in the use of Customer Relationship Management tools

What you bring

• Bachelor’s degree is strongly preferred.
• 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.
• Experience in private payer, Medicare Part D and Medicaid structure, systems, and reimbursement processes
• Experience and proficiency working with a Customer Relationship Management System, such as Salesforce.com
• Continuous improvement, problem solving, and managing multiple priorities
• Ability to use Microsoft Excel, Outlook, and Word proficiently
• Ability to work closely and collaboratively with cross‑functional departments and interact with various stakeholders
• Excellent oral and written communication skills
• Travel up to 10-15%

Preferred Qualifications

• Experience in rare, ultra‑rare, or genetic diseases
• Location in the Southwest (PST or Central time zone)
• Bilingual – fluent in Mandarin

Work Location

Location Agnostic: Work location for this role is based on employee’s individual preference. The role can be remote in the US or hybrid at our Cambridge Headquarters. Hybrid schedules generally have less than 3 days per week onsite, and hybrid employees should live within commutable distance to our Cambridge Headquarters. Remote employees work entirely from home except for company‑sponsored events or meetings. For remote employees, 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.
• Premium benefits package. We invest in the health, well‑being, 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 and equitable performance‑based compensation. This includes base salary and both short‑ and long‑term incentives that are connected to our business strategy and vary based on individual and company performance.
• Base salary range for this position is expected to be between $110,029 and $165,044 annualized; final salary will be determined based on various factors including, but not limited to, years of relevant experience, job knowledge, skills, proficiency, degree/education, and internal comparators.
• 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.