Patient Support Specialist

GLAUKOS PATIENT SUPPORT SPECIALIST (ALISO VIEJO, CA OR BURLINGTON, MA)

How will you make an impact?

As a Patient Support Specialist, you'll be at the heart of Glaukos' mission to improve patients' lives. You'll serve as a compassionate advocate, ensuring timely and seamless access to sight-saving treatments. By putting empathy into action, you'll empower patients and caregivers through education, support, and expert navigation of the healthcare system. Your role directly contributes to improving patient outcomes and quality of life.

What will you do?

• Engage directly with patients and caregivers, providing empathetic and professional support throughout their treatment journey.
• Assess individual patient needs and connect them with personalized resources, including education on disease and available treatments.
• Guide patients through insurance coverage processes, including benefit verification, prior authorizations, and appeals.
• Educate patients on available financial assistance options, including co-pay and patient assistance programs.
• Partner with healthcare providers, specialty pharmacies, and internal teams to ensure coordinated, streamlined care.
• Maintain accurate and compliant documentation of all patient interactions and report adverse events as required.
• Deliver valuable patient insights to internal teams for ongoing improvement of support programs.
• Uphold HIPAA and other federal, state, and industry compliance standards in every interaction.
• Respond quickly and thoughtfully to urgent patient needs to minimize treatment delays.

How will you get here?

Education & Experience

• Bachelor's degree required (preferred fields: healthcare administration, nursing, social work, or related).
• 5+ years of experience in patient advocacy, case management, or patient access roles.
• Direct experience supporting patients or caregivers navigating complex healthcare and insurance systems.
• Familiarity with ophthalmology and specialty pharmacy preferred.
• Clinical background or certification (e.g., OD, RN, LPN, social work) strongly preferred.

Skills & Knowledge

• Knowledge of medical benefit structures, prior authorizations, appeals, and buy & bill models.
• Understanding of payer types: Medicare, Medicaid, Commercial, VA/Tri-Care.
• Expertise in patient support programs (Co-Pay Assistance, PAPs).
• Strong interpersonal and communication skills, including empathic listening and clear, compassionate communication.
• Proficiency in Microsoft Office and CRM systems (e.g., Salesforce).
• Analytical, detail-oriented, and committed to timely patient service.
• Ability to travel for company meetings (~10%)

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