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.

The impact you will make:

• 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

What you bring:

• 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%

Preferred Qualifications

• Rare, ultra rare, or genetic disease experience
• Located in the Central region

Concerned that you don't check off every box in the requirements listed above? Please apply anyway! At Agios, we value each other's differences and recognize that teams thrive when everyone brings their unique experiences to the table. We are dedicated to building an inclusive, diverse, equitable, and accessible environment where all employees can bring their whole selves to work. If you're excited about this role but your previous experience doesn't align perfectly with the job description, we still encourage you to apply. You may be just the right candidate for this role or another opening!

Work Location:

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.

What we will give you:

• 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.

Interested in learning more about what makes our culture unique? Visit the Inside Agios section of our website.