Patient Access Manager - Grand Rapids

Role Summary

Patient Access Manager (PAM) at Acadia, a field-based role supporting healthcare providers in navigating access and reimbursement for Acadia therapies. You will act as a liaison among healthcare providers, specialty pharmacies, payers, patients, hub services, and cross-functional teams to remove barriers to care in your assigned territory. This is a non-promotional role with travel required.

Responsibilities

• Proactively educate healthcare providers on programs, processes, and access-related requirements to facilitate patient access to Acadia products via in-person and virtual interactions.
• Serve as the subject matter expert in preventing and addressing access and reimbursement issues through education, problem-solving, and issue resolution to support the patient’s access journey and deliver excellent customer experience.
• Proactively build and maintain access-related relationships with HCP accounts and their office support staff.
• Demonstrate deep market knowledge and apply this to navigating the patient access process, supporting coverage and reimbursement requirements.
• Conduct proactive in-services with HCPs on all aspects of the access journey, including coverage pathways, prior authorization, specialty pharmacy coordination, appeals, hub resources, and patient support services.
• Escalate local payer issues to National Account Managers and PAM Leads.
• Collaborate cross-functionally to condense complex issues into simple solutions, improving customer experience and educating staff on coverage status, prior authorization, and appeals.
• Demonstrate deep knowledge of Acadia customer support programs and serve as the territory expert.
• Provide proactive pre-referral educational in-services to prevent coverage barriers before referral.
• Provide post-referral support to HCP offices by addressing education needs and coordinating with customer support programs and specialty pharmacies to monitor referral status.
• Support continuity of patient access by educating HCP offices on reauthorization requirements and assisting with payer transitions.
• Facilitate patient reimbursement and affordability by guiding offices through prior authorizations, appeals, and financial assistance options.
• Build relationships with pharmacy staff and share key insights.
• Provide expertise on regional and national payer plans to team members and PAM Leads.
• Support development and implementation of national initiatives to improve access and reimbursement strategies across brands.
• Champion and manage appropriate utilization of patient support services and ensure compliance with legal/regulatory requirements.

Qualifications

• Bachelor’s degree required; life sciences concentration preferred. Advanced degrees (RN, MSN, MBA) are a plus.
• Minimum 4+ years of experience in pharmaceutical sales, market access, national accounts, or specialty pharmacy with deep expertise in access and reimbursement strategies.
• Medicare expertise strongly preferred with strong field healthcare industry background.
• Equivalent combination of education and experience considered.

Skills

• Track record of increasing responsibilities and cross-functional collaboration.
• Ability to lead without authority and work with provider offices and patient assistance programs.
• Patient-centric mindset with empathy and high emotional intelligence.
• Exceptional organizational and time management skills.
• Understanding of HIPAA regulations and patient privacy.
• Strong written and verbal communications and presentation skills.
• Proficiency with Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Ability to manage expenses within budgets and adapt to change.
• Team-oriented with a drive to succeed; capable of traveling up to 60%.

Education

• Bachelor’s degree required; life sciences preferred. Advanced degrees (RN, MSN, MBA) are a plus.

Additional Requirements

• Physical requirements: standard office environment; occasionally lift up to 20 pounds.
• Travel up to 60% as part of the role.