Patient Access Liaison Lead

See your work in a new light. At LUX Infusion, we’re reimagining infusion care to be more human, supportive, and connected. Inspired by lux —meaning light - we guide patients, providers, and partners through complex therapies with clarity, compassion, and confidence. As a clinician-led, U.S.-based organization, we put people first - helping patients feel seen and supported through faster therapy starts, dedicated care coordination, and meaningful collaboration. Our commitment to inclusion, diversity, equity, and advancement (IDEA) is central to our culture, ensuring every team member feels valued and empowered to make a difference. 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 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. 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 Reimburs