Patient Support Manager, Market Access (Chicago)

Patient Support Manager, Market Access (Chicago)

At Agios, we are fueled by connections to transform rare diseases. We foster an inclusive, collaborative culture – one that sparks bold thinking and strengthens our connections with each other and with the rare disease communities we serve. We embrace diverse backgrounds with respect, active listening, and a commitment to inclusion – because our differences shape how we hire, collaborate, and innovate. Our team's proven track record of executional excellence, combined with our depth of expertise and dedication, enables us to develop innovative medicines that reflect the priorities of rare disease communities. Our commitment is more than scientific – it's deeply personal, grounded in the meaningful connections we have built.

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 Sickle Cell 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 Salesforce.com

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 listening, critical thinking, and problem solving

This position may require ability to travel within the US up to 15%

Rare, ultra rare, or genetic disease experience

Located in the Central region

Location Agnostic: Work location for this role is based on employee's individual preference. This role has the ability to be either remote in the US or hybrid in our Cambridge Headquarters. Hybrid schedules vary but are generally less than 3 days per week onsite and hybrid employees are expected to live within commutable distance to our Cambridge Headquarters. Remote employees work entirely from home except for attending Company sponsored events/ meetings. For employees who choose to work remotely, travel may be required for certain company events commensurate to the above job description.

Deliberate Development. Your professional growth as one of our top priorities.

Flexibility. We're all about individual needs. We embrace different perspectives, work styles, health and wellness approaches, care of families and productivity. When you're at your best, we're at our best.

Premium benefits package. We invest in the health, wellbeing, and security of our people with a premium benefits package that is well-rounded and flexible to help meet the varied personal and professional needs of every member of our team. For more detail on the benefits we offer at Agios, visit the Inside Agios section of our website.

Competitive and equitable performance-based compensation. This includes base salary and both short- and long-term incentives that are connected to our business strategy and vary based on individual and company performance. The current base salary range for this position is expected to be between $110,029 and $165,044 annualized; final salary will be determined based on various factors including, but not limited to, years of relevant experience, job knowledge, skills and proficiency, degree/education, and internal comparators.

Psychological safety. We support an environment of fearlessness. We want you to share your ideas, speak candidly and take data-informed risks to help push the boundaries.

Commitment to diversity. We strive to foster a welcoming workplace where everyone can thrive. We're continuously looking to improve the inclusivity of our workforce.

Commitment to community. We're an active participant in the communities that surround us – the communities where we live, and the community of people and their loved ones in need of better treatment options for conditions that are often overlooked.