Senior Patient Experience Liaison- San Francisco, CA

Avanir Pharmaceuticals

Avanir Pharmaceuticals

San Francisco, CA, USA
Posted on Tuesday, September 19, 2023
Otsuka Digital Health Inc. has launched a new customer engagement approach designed to better deliver on patient, caregiver and HCP needs in an evolving healthcare environment. The new model is built around where patients get their care—locally, with the intent to better serve patients, caregivers, and healthcare providers, delivering a higher quality experience that ultimately is focused on improving patient care.

The Sr. Patient Education Liaison (Sr. PEL) is an advanced role within the Patient Experience Liaison team. In addition to the core responsibilities of the PEL role, the Sr. PEL exhibits a clear history of addressing patient support obstacles both for individual patients and for groups of patients within their assigned ecosystem and beyond, including significant contributions and impact on a regional/national level. The Sr. PEL demonstrates expertise in problem solving, strategic thinking, and internal/external leadership.

The Sr. PEL consistently makes significant contributions in the areas of treatment access and patient experience within their assigned ecosystem and on a regional/national level.

The Sr. PEL will report to the Regional Patient Lead (RPL).

Job Description

  • Interact with sites of care to support appropriate patient access to prescribed Otsuka products. Address emergent medication access issues through consultative support.
  • Collaborate with Otsuka Matrix Team members to understand patient support needs, address treatment access obstacles, and follow up on case progress and resolution.
  • Educate providers and staff on local access, coverage, approval processes, potential cost concerns, availability expectations, and transitions of care options.
  • Educate sites of care about medication access topics, such as medication coverage and access, local payer requirements, Prior Authorization requirements, Transition of Care options, and Otsuka Patient Support resources.
  • Create/replicate treatment access solutions that have an impact on an ecosystem, regional, and/or national level.
  • Collaborate with ecosystem team on non-promotional business planning activities.
  • Ensure all field patient education activities are compliant with all applicable laws, regulations, and guidance within ODH policy and procedures.
  • Act as a role model for Otsuka and the Patient Experience and Support division.


Demonstrated experience and ability in the following areas:

  • Ensures Accountability while Managing Complexity and Ambiguity
  • Territory Management and Planning
  • Strategic mindset
  • Orientation toward action
  • Drives Results on a regional/national level.
  • Resourcefulness
  • Planning and alignment
  • Instilling trust
  • Situational adaptability
  • Customer focus
  • Strong understanding of industry legal, regulatory, and compliance landscape.
  • Strong collaboration and communication skills, both written and verbal.


  • 5 - 8+ years of highly relevant experience in the Pharmaceutical/Biotech or healthcare field
  • Previous experience with SPs, copay card programs, insurance plans, and the treatment access process (PA, appeal, peer-to-peer)
  • PACS Certified
  • For internal candidates: Previous experience as an RTP, RIL, or similarly relevant leadership role.
  • Thorough knowledge of/experience with local, regional, and national payer operations.
  • Thorough knowledge and significant experience with patient support programs, billing, pharmacy/medical claims processes, and personnel in various healthcare settings including, but not limited to, community health centers, hospitals, physician offices, and infusion centers.
  • Significant experience with Coordination of Care, and pharmacy vs. medical benefits.
  • Demonstrated expertise in the ability to understand and communicate about insurance coverage, benefit verification, prior authorization, and the process of reimbursement across various sites of care.
  • Demonstrated expertise in the ability to understand and communicate about medication reimbursement issues from a patient and provider perspective, with an ability to effectively interact and navigate within various sites of care (physician office, hospital, pharmacy, etc.).


Bachelor’s/ Master’s degree.

For the Nephrology division, the candidate must be a Licensed Healthcare Professional with a valid clinical license. A clinical licensure is defined as a Clinical Nursing Degree (RN minimum) or Pharmacist (Pharm D. minimum).


Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Annual Salary :

Minimum $139,184.00 - Maximum $198,990.00, plus annual incentive: The range shown represents a typical pay range or starting salary for candidates hired to perform the work. Other elements may be used to determine actual salary such as the candidate’s job experience, specific skills, and comparison to internal incumbents currently in role. This information is provided to applicants in accordance with states and local laws.

Company benefits: comprehensive medical, dental, vision and prescription drug coverage, company provided Basic Life, AD&D, Short-term and Long-term Disability insurance, tuition reimbursement, a 401(k) match, PTO allotment each calendar year, paid holidays, and paid leave programs as well as other company provided benefits.

Come discover more about Otsuka and our benefit offerings;


This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.

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