Patient Access Liaison

Posted 24 Jul 2019

Rockland, Massachusetts - United States

Req Id 195268


A career with EMD Serono is an ongoing journey of discovery: our 52,000 people are shaping how the world lives, works and plays through next generation advancements in healthcare, life science and performance materials. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others. EMD Serono is a business of Merck KGaA, Darmstadt, Germany.

Your role:

You will play an integral role within EMD Serono's Patient Support Services Call Center, MS LifeLines (MSLL) the patient support program (PSP) supporting the Neurology & Immunology Therapeutic area.  You will be directly responsible for providing assistance and support to patients, family members, caregivers, nurses, physicians, pharmacists and internal colleagues.  All cases will be handled with personalized attention and the utmost confidentiality.  In this role you will address reimbursement related inquiries, communicate patients' coverage options, provide eligibility and benefit verification, and provide patient assistance for those in need of financial support. The PAL will be the primary point of contact for healthcare providers inquiring about access to EMD Serono's products and services. You will consistently provide a high level of customer service to both internal (sales force, managed care, nurses) and external customers (patients, physicians, pharmacies, insurers). Maintain accountability for day-to-day patient reimbursement activities, workload and overall workflow. Manage tasks and activities assigned by specific geographic territories to ensure a high level of patient and physician satisfaction. Provide feedback to patient or provider on services offered and share unique situations/issues to ensure common response from patient support services. Provide feedback to patients or providers relative to insurance coverage with certain carriers and/or plans. Work in tandem with assigned Access and Reimbursement Specialist to identify and assess coverage options for those with insurance and to coordinate and/or investigate financial options for those without insurance. Consistently keep in touch with patients and providers, answering questions and providing support while coverage investigations and prior authorizations or appeals are underway. Communicate prior authorization and appeal outcomes to patients and providers. Deliver presentations regarding access options to provider's offices, specialty pharmacies, and patient programs where appropriate.  Maintain database for recording, managing, and monitoring patient activities for those requiring reimbursement support. Analyze data for reporting and trending and report to departmental manager.


Physical Attributes:

  • Must be flexible with working hours, shift work (11:30am to 8:00pm)
  • Overtime optional
  • Limited travel on occasion 


Who you are:

Minimum Qualifications:

  • High School degree required
  • 2+ years of experience working in patient access, financial assistance, or reimbursement roles with specialty pharmaceutical products.
  • 2+ years working with computers with customer contact databases, Microsoft Windows, Word and Excel)


Preferred Qualifications:

  • Bachelor’s degree, or Associates degree in any discipline or Pharmacy technician certification, medical billing or nursing certification
  • Pharmacy technician experience is favorable, preferably with patient interaction or educational support
  • Bilingual capability is a plus
  • Exceptional customer service and telephone skills
  • Quality Data Entry and accuracy in typing skills are required
  • Experience working in a Salesforce database preferred
  • Presentation skills and experience preferred
  • Ability to manage multiple and/or repetitive tasks coupled with working in a fast-paced environment

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Curious? Apply and find more information at

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.


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