Patient Support Manager, Market Access; Northwest

Patient Support Manager, Market Access (Northwest)

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 Sickle Cell patients. The Patient Support Manager is responsible for coordinating comprehensive care for patients living with sickle cell disease. This role focuses on improving patient outcomes through education, care coordination, access support, and collaboration with healthcare providers and community resources.

The Patient Support Manager serves as a key advocate for patients, ensuring timely access to treatment, adherence to care plans, and a high-quality patient experience. The Patient Support Manager will report to the regional Senior Manager Patient Access and Reimbursement Services.

• 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 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
• Approaches patient and caregiver interactions with empathy, cultural humility, and an understanding of the lived experience and historical challenges faced by individuals with a rare disease
• Applies a trauma-informed approach to patient engagement, recognizing the impact of chronic pain, repeated healthcare interactions, and historical inequities on patient trust and decision-making
• Exceed in delivering a positive, dignified patient experience by building trust, actively listening, and addressing patient needs with compassion and urgency

• 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
• 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…