Patient Navigator

Patient Navigator

Company: Mirum Pharmaceuticals
Location: Foster City, CA (Hybrid)
Salary Range: $125,000 - $140,000 USD

Mission

Mirum Pharmaceuticals is a biopharmaceutical company dedicated to transforming the treatment of rare diseases. We are passionate about advancing scientific discoveries to become important medicines for rare disease patients. We embody our values: care, be real, get it done, and have fun, seriously.

Position Summary

Mirum Pharmaceuticals is seeking an empathetic, detail-driven Patient Navigator to join our growing rare disease team. In this pivotal role, you will serve as the primary liaison for patients, caregivers, and healthcare providers, ensuring a seamless experience from prescription to ongoing therapy. You will provide inbound and outbound phone support and act as the main contact for patients, caregivers, and providers. You will facilitate a collaborative process to gauge, coordinate, and monitor patient needs, guiding patients through our Patient Support Program on behalf of Mirum and in coordination with our specialty pharmacy partner. You will work closely with the specialty pharmacy, reimbursement specialists, and internal partners to ensure patients receive their medications on time. Your efforts will provide unparalleled customer service to patients, caregivers, and providers.

If you have a nursing or case management background, thrive in a fast-paced biotech environment, and are passionate about helping patients with rare diseases navigate complex access barriers, this is the opportunity for you.

Job Functions/Responsibilities

• Serve as the main point of contact for patients and caregivers, providing non-clinical guidance and emotional support throughout their treatment journey.
• Educate patients and HCPs on eligibility, program enrollment, reimbursement, affordability support, and access for Mirum therapies.
• Deliver exceptional customer service as a brand advocate and program representative.
• Coordinate care between prescribers, specialty pharmacies, and insurance providers for timely drug access and refills.
• Monitor patient cases to proactively resolve potential delays (e.g., prior authorizations, benefit revalidations, prescription renewals).
• Educate patients and families about program resources, refill schedules, and financial assistance.
• Partner with market access, reimbursement, and specialty pharmacy teams to resolve coverage and dispensing challenges.
• Support patient onboarding, therapy continuation, and adherence initiatives aligned with program KPIs.
• Act as a resource for patients and HCPs to verify insurance coverage, reimbursement processes, and access for complex pharmaceuticals across all payer types (commercial, Medicare, Medicaid, VA, DOD).
• Serve as a regional expert on reimbursement, co-pay, foundation assistance, patient assistance programs (PAP), and other support mechanisms.
• Communicate insurance benefit investigations, prior authorization and appeal requirements, and triage cases according to SOPs.
• Develop relationships with healthcare providers through ongoing support and detailed program information.
• Evaluate program enrollment forms for data integrity.
• Follow program guidelines and escalate complex cases as per policy.
• Document patient status and background in case management systems.
• Act as a liaison to customer contacts, market access colleagues, internal stakeholders, and healthcare providers.
• Maintain open communication with the Program Supervisor regarding patient status, prescriber feedback, and program effectiveness.
• Maintain a high level of ethical conduct regarding confidentiality and privacy.
• Identify and report pharmacovigilance information (Adverse Events, Product Quality Complaints).

Qualifications

Education / Experience:

• BA/BS highly desired.
• Registered Nurse (RN), Licensed Practical Nurse (LPN/LVN), Social Worker (BSW), PharmD, RPh, Pharmacy Technician (CPhT), or Certified Case Manager (CCM) preferred.
• Minimum 5 years of experience in patient navigation, specialty pharmacy, case management, or patient access (biotech or rare disease experience highly preferred), preferably in rare disease, oncology, or cell/gene therapy.
• Strong understanding and experience with benefits verification, prior authorization, and reimbursement processes.
• Exceptional communication, organization, and problem-solving skills.
• Proven ability to work independently in a high-volume, fast-paced, patient-focused environment.
• Empathetic and patient-centered mindset.
• Ability to multitask and balance multiple priorities.
• Demonstrated ability to deliver meaningful and concise conversations with integrity and empathy.
• Experience using CRM or case tracking systems (Salesforce Health Cloud preferred).
• In-depth understanding of health insurance benefits and relevant laws/regulations.
• Excellent written and oral communication skills.
• Experience working successfully in a complex matrix environment.
• Strong people skills: flexibility, persistence, creativity, empathy, and trust.
• Robust computer literacy, including data entry and MS Office.
• Strong business acumen and strategic thinking skills.
• Ability to identify and handle sensitive issues independently and collaboratively.
• Ability to travel approximately 10%, possibly including weekends.

Location: This position is based in Foster City, CA. Applicants must reside in a location that allows compliance with Mirum’s hybrid work policy.

DEI Commitment

Mirum Pharmaceuticals is committed to Equal Employment Opportunity (EEO) and compliance with all applicable laws prohibiting employment discrimination. Mirum Pharmaceuticals provides reasonable accommodation for qualified individuals with disabilities.