Patient Access Liaison Lead

We’re looking for a Patient Access Liaison Lead who wants their work to mean something — someone who brings empathy, precision, and follow‑through to protecting patients’ ongoing access to care.

Location: REMOTE - Kansas City, KS or USA
Schedule: Monday–Friday, 8:30 AM–5:00 PM CST or EST

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Why This Role Matters

As a key member of the Intake team, a Patient Access Liaison (PAL) Lead will be responsible for directing and overseeing their team toward the common goal of securing authorization and on-boarding new patients. PAL Lead will act as PAL- Pending for their aligned sales representatives and will serve as the primary contact to a referral source (prescriber, provider, healthcare center, system, and/or practice), the patient for whom the referral is for, and the field-based sales representative associated with the referral source account. In this role, the PAL Lead will be responsible for navigating a new prescription via a referral from a referral source through the necessary steps to determine whether it can be serviced in the BioMatrix network of pharmacies.

In addition to the PAL- Pending duties, PAL Lead will also assist in ensuring the team is achieving service level agreements, on-boarding new cases to meet team goals, being a resource for escalations and further escalating cases as appropriate. This role will work closely with data entry, reimbursement, nurse coordination, revenue cycle management and pharmacy operations team members supporting various stages of the intake and pharmacy management processes and will understand the case status and next steps for each referral they are responsible for supporting.

In this role, your work will:

• Help patients remain on therapy without delays or disruption
• Provide clarity and reassurance during insurance or coverage changes
• Support care teams through accurate documentation and proactive communication

Every follow‑up helps safeguard a patient’s ability to continue treatment with confidence.

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What You’ll Do

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

In this role, you will:

• Lead team toward common goals by providing support and guidance to PALs and Reimbursement Specialists
• Monitor CareTend queues based on last events to ensure work is progressing efficiently
• Escalate cases as needed to Intake Escalations Supervisor or upper management as needed for additional review or support
• Monitor and manage team productivity and service level agreements Ensure team members are grasping and implementing any new processes
• Participate in team development/ process improvement discussions as needed
• Manage team members' schedule, time off, quality of work and any other personnel or performance issues
• Build relationships with assigned referral sources and associated BioMatrix field representatives through communication and coordination with key personnel responsible for pharmacy referral activities within the healthcare setting
• Serve as point of contact to referral source and keep necessary referral source personnel well informed of the status of referrals sent to BioMatrix for service
• Follow-up with referral source, patient, and/or caregiver to collect all required information and data sets needed to support the referral process activities (including but not limited to patient demographic, pharmacy/medical benefits, clinical history, and/or prescription details)
• Work closely with Reimbursement Specialists and conveys outcomes of benefit investigation activities with patient when it comes to patient out of pocket costs, financial responsibility, and financial assistance options for patient support consideration
• Work closely and communicate with Nurse Coordination team for those patients who intend to move forward with service and require in-home nurse care to be scheduled and organized around prescription fulfillment and shipping
• Work closely and communicate with Nurse Coordination team for those patients who intend to move forward with service and require in-home nurse care to be scheduled and organized around prescription fulfillment and shipping
• Work closely and communicate with Pharmacy operations team members ensuring clinical and fulfillment resources have everything they need to successfully support the on-boarding and on-going fulfillment for a new patient referral/prescription
• Produce written documentation representing all provider, patient, caregiver, and/or field team updates and communications in necessary systems of record
• Understand referral turn-around time, volume, and workload metrics and goals established by leadership; use goals to effectively organize referral workload and daily activities for successful outreach and completion of referral steps needed to attain service outcomes/determination
• Support use of technology and other innovative digital channels for internal and external stakeholder communication as directed by leadership; leverage professional and effective communication skills when utilizing technology for written correspondence with these stakeholders
• Have strong understanding of referral and prescription management processes and available services to effectively convey status, outcomes, and next steps to team members as well as referral source, patients, and field resources as expected and needed
• Periodic chart audits for Reimbursement Specialists (as needed) to help ensure team members' Performance

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What We’re Looking For

QUALIFICATIONS REQUIRED:

• 1-3 years of experience managing patient referral and prescription activities or reimbursement services in infusion or specialty therapies
• 1-3 years of experience providing customer service in health care setting (patients and/or providers), including meeting high-quality standards for services and evaluation of customer satisfaction
• Electronic health medical record or pharmacy patient management experience
• High School Diploma or equivalent, Bachelors' Degree preferred
• Ability to multitask in a fast-paced environment
• Proficient in medical or pharmacy terminology, written or verbal
• Moderate skills in Microsoft Office (including Word, Excel, PowerPoint, etc.)
• Willing to travel up to 5% of the time for business purposes (when necessary to attend meetings, conferences, seminars, etc.)

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Bonus Points If You Have

QUALIFICATIONS PREFERRED:

• 1-3 years of experience in supporting prescribers, healthcare setting, patient, and field facing communications related to referral or prescription services in infusion or specialty therapies
• General understanding of prescription benefits, insurance/payer requirements, and verification processes
• General experience working in a health care setting or services environment
• General knowledge of infusion therapy process and patient needs

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Why LUX Infusion

At LUX Infusion, we believe care deserves more light — more warmth, more clarity, and more connection.

Here, you’ll find:

• Purpose‑driven work with direct patient impact
• A patient‑first, collaborative intake environment
• Close partnership with clinical, reimbursement, and pharmacy teams
• Opportunities to grow your expertise while supporting meaningful care journeys

Come help protect patient access to infusion care — and see what’s possible when care comes first.

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PHYSICAL DEMANDS

The physical demands described here represent those required for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. If you require a reasonable accommodation during the application or interview process, please contact the LUX Infusion Talent Team at Careers@LUXInfusion.com or 954.385.7322 x 1425.

While performing the duties of this position, the employee may occasionally be required to stand, walk, or sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this role include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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OTHER REQUIREMENTS

Employees are expected to:

• Participate annually in required legal and ethical compliance training
• Consistently act in compliance with LUX Infusion’s legal, ethical, and compliance policies
• Adhere to all standards and procedures outlined in the LUX Infusion Compliance Manual
• Refrain from any behavior that could be considered unethical or unlawful

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EXPECTATIONS FOR ALL EMPLOYEES

All LUX Infusion team members are expected to support the organization’s mission, vision, and values by demonstrating integrity, dedication, compassion, and enthusiasm. This includes placing patients first, working collaboratively with a “stacked‑hands” mindset, and maintaining a consistent focus on quality, accountability, and continuous improvement.

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GENERAL INFORMATION

The statements above are intended to describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required.

This role operates in a fast‑paced environment and requires the ability to prioritize competing demands, manage multiple tasks effectively, and seek guidance when appropriate.

Employees in this position may be required to assist directly - or coordinate appropriate assistance - to ensure access to LUX Infusion’s services for individuals with disabilities, including patients, visitors, employees, or others.

LUX Infusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.