Rx Onboarding and Care Coordinator

About This Role

The Rx Onboarding and Care Coordinator (ROCC) is a patient journey expert responsible for delivering personalized education and comprehensive care coordination to support patients and families throughout their spinal muscular atrophy (SMA) treatment journey. This role acts as a central point of contact, bridging communication between patients, caregivers, healthcare teams, and advocacy groups, and focuses on empowering patients by addressing non-clinical barriers to access.

Responsibilities

• Act as the primary point of contact for patients and caregivers, providing clear and compassionate education on disease state, therapy options, access pathways, and support services.
• Compliantly oversee and streamline access coordination, including affordability program enrollment, benefit verifications, prior authorization, and site-of-care logistics.
• Deliver personalized patient care, conduct in-depth engagements to identify individual needs, and develop tailored education and resource plans, including hands-on logistical assistance.
• Collaborate extensively with internal teams (Sales, Field Reimbursement, Advocacy, Marketing) to enhance patient experience and address access challenges.
• Coordinate with external stakeholders (care coordinator, office staff, infusion site) to identify and address patient access challenges.
• Monitor market trends, payer landscapes, and regulatory shifts to anticipate challenges and communicate updates.
• Build strong networks through advocacy group involvement, rare disease-related events, and national conference attendance.
• Maintain a deep understanding of patient and community needs, available resources, and national access dynamics to support patients regionally.
• Adhere to legal and regulatory standards (HIPAA, FDA, OIG), maintain awareness of compliance policies, and accurately record and report adverse events and product complaints.

Requirements

• 5+ years of relevant experience in pharmaceutical or biotech space
• Demonstrated ability to effectively engage with patients, caregivers and healthcare professionals with empathetic listening skills
• Experience in rare disease, buy & bill, specialty pharmacy, and provider/hospital processes
• Experience with specialty or high-cost therapies in chronic or acute care settings
• Experience with complex patient-case management
• Strong understanding of the evolving patient access landscape, including payer, PBM, and SP interdependencies and experience with government and private payers
• Ability to work independently, manage multiple priorities, and demonstrate strong organizational skills
• Familiarity with HIPAA, FDA, and OIG guidelines
• Exceptional written and verbal communication skills
• Strong interpersonal skills rooted in patient-centricity and flexibility

Qualifications

• Minimum of 5 years of relevant experience in related roles within the pharmaceutical or biotech space; prior patient support, account management, reimbursement, HUB/patient services and/or market access experience preferred.

Nice to Have

• Prior launch experience for new therapies into infusion sites/home infusion
• Bilingual (Spanish-speaking)