* This is a US remote position.

Job Summary

The Senior Manager, Patient Access will provide oversight of vendor partners for patient support programs to ensure these partners provide an optimal experience for patients, caregivers, and healthcare providers. The role will include daily management of established and adjusted, based on business need and regulatory changes, quality metrics via SOPs and SOW that provide patient access to therapy. Leveraging deep understanding of the Hub vendor roles, needs of internal stake holders, patients and practices, this individual will be a collaborative commercial partner and subject matter expert that will bring the patient voice into all discussions.

Job Responsibilities

• Develop and maintain relationships with patient support services (Hub) as well as financial assistance program administration partners to ensure resources needed to support the coverage needs of patients that are candidates for pharma& marketed and pipeline products.
• Engage cross departmentally as needed to address patient, vendor, and program needs.
• Utilize information obtained through daily program and vendor engagement to partner with Director of Market Access on changes needed to enhance the patient, caregiver, and healthcare provider patient support services experience.
• Act as the patient insight expert by deeply understanding the unique needs, experiences, and outcome of patients enrolling in all pharma& product access and patient support programs.
• Assist Director of Market Access in evaluating new opportunities and programs for collaboration and support; coordinating national and local level patient access programs with pharma& current vendor partners.
• Identify, recommend, and lead strategies addressing patient-level barriers to product access.
• Partner closely with PEMs to ensure ongoing seamless patient access.
• Assist Director in managing vendor metrics to ensure results exceed SP performance standards for Average Hold Time, Abandonment Rate, Average Handle Time, Quality, and program turnaround times.
• Provide vendor training and direction so patient experience is maximized regarding turnaround times for processing incoming faxes and forwarding on the appropriate SPP or PAP program.
• Ensure the Hub provides necessary additional information to specialty pharmacies in addition to the referral form, to expedite the fulfillment process.
• Utilize pharma& and vendor database programs to research and resolve complex issues relating to benefit information, formulary compliance, eligibility verification, prior authorization, and PAP issues.
• Become an expert in third-party hub application, data interfaces and reporting. Become the go to person for patient relevant data.
• Train vendor teams to appropriately provide information to pharma& physicians, practices, pharmacies and patients about benefit plan restrictions, member eligibility, prior authorization requirements, and other SPP functions as specified by health plan sponsors.
• Ensure patient-focused insights and patients’ voices are heard within the company regarding access to therapy; provide feedback to all internal groups, as appropriate, directly from patients (in person or virtually where appropriate)
• Demonstrated experience working with patients, caregivers, customers, healthcare providers, and advocacy groups.
• Background of building relationships between patient support services program administrators and manufacturers.
• Experience in implementing physician, practice and patient insights research into SOPs and SOWs.
• Working knowledge of Health Insurance Portability and Accountability Act (HIPAA) and the pharmaceutical reimbursement process and insurance coverage; Understanding of relevant regulations and guidelines
• Empathy and emotional intelligence.
• Knowledge and understanding of drug development, regulatory review, and commercialization processes for specialized products (oncology preferred)
• Enthusiasm, confidence, ability to work on multiple tasks, problem solving ability.
• Strong verbal, written communication, and presentation skills; able to communicate in a concise, engaging, and convincing manner.
• Bachelor's degree (or equivalent in experience) required. Master’s degree preferred.

Qualifications

• Prior experience in healthcare/pharma marketing or customer service.
• Knowledge and understanding of the drug development, regulatory review, and commercialization processes for specialized products (oncology preferred).
• Enthusiasm, confidence, ability to work on multiple tasks.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to prioritize effectively to meet team and company goals.
• Strong verbal, written communication, and presentation skills; able to communicate in a concise, engaging, and convincing manner.

Education and Experience

• Bachelor’s degree required; advanced degree (MSN, MBA, MS) preferred.
• A minimum of 6 years of experience in a pharmaceutical, biotechnology, or related healthcare environment; roles may include but not limited to Hub services, PAP program administration, case management and patient advocacy.
• Patient Support Services’ experience a must.
• Must be able to work in a progressive team environment and be customer service oriented.

Working Conditions

• This is a US remote based, work from home position with occasional travel to team meetings and conferences.
• Must be able to sit for long periods at a desk and be able to read and review large quantities of printed or online material.