Senior Manager, Patient Access Strategy & Operations

Job Title Senior Manager, Patient Access Strategy & Operations Requisition JR000016053 Senior Manager, Patient Access Strategy & Operations (Open) Location Bridgewater, NJ Additional Locations Hazelwood, MO, Malvern, PA Job Description Summary Position Summary: The Senior Manager, Reimbursement & Access Services serves as the strategic and operational leader responsible for the governance, performance optimization, quality oversight, and continuous improvement of patient access, reimbursement, HUB, and specialty pharmacy support programs across the organization. This role is accountable for establishing operational excellence standards, driving vendor performance, ensuring compliance, and influencing patient access outcomes through effective cross-functional leadership. While this role does not have direct people management responsibility, it exercises significant leadership through influence by directing, coaching, and holding HUB personnel, case managers, vendor leadership teams, and operational partners accountable to service, quality, compliance, and performance expectations. Job Description Key Responsibilities : HUB Operations Leadership & Performance Management Provide operational leadership and oversight for all HUB case management activities and customer-facing support functions. Establish performance expectations, quality standards, and customer experience objectives. Lead through influence to drive accountability across HUB case managers and reimbursement specialists. Evaluate operational performance through audits, productivity metrics, escalation trends, turnaround times, and SLAs. Deliver performance feedback and corrective action recommendations. Partner with vendor leadership on performance improvement plans. Escalate significant personnel, quality, compliance, and service concerns. Champion accountability, customer service excellence, quality execution, and continuous improvement. Serve as the ultimate escalation point for complex patient access challenges. Establish long-term strategies that optimize patient access outcomes, customer experience, and operational efficiency. Serve as the business owner for HUB operational strategy, identifying emerging access barriers and recommending enterprise-level solutions. Accountable for oversight of multimillion-dollar HUB, specialty pharmacy, and patient support program investments. Evaluate program ROI, resource allocation, vendor spend effectiveness, and operational efficiencies to maximize organizational value. Develop business cases supporting future investments in patient services and access initiatives Program Development & Oversight Manage HUB vendor partner and other related vendors, to ensure optimal efficiency in program operations and output. Take lead on resolving issues that arise from field personnel or HCP’s regarding information provided by the program. Work with program staff and Keenova leadership to constantly improve processes and/or SOPs to mitigate margin for error and improve overall efficiency. Be on site at program location(s) to oversee operations and drive optimal performance. Develop reports and other communications for the program leadership team as well as other internal stake holders regarding program performance. Reviewing program data to ensure compliance with contract/SOW based performance metrics and agreed-upon business rules and SOPs Lead meetings, calls, etc., to ensure program alignment with key internal stakeholders such as IT, Sales Ops, Trade I&A, etc. Support the program leadership team in managing budgets related to program operations and functions. Assist with incorporating relevant policy-level changes in the marketplace to program vendor protocols and SOPs. Create training materials and messaging that provide guidance to the vendor for implementing or enhancing processes. Oversee ongoing quality initiatives to ensure programs are operating compliantly. Manage operational budgets and vendor investments Lead vendor governance and quarterly business reviews Routinely present business performance, operational risk assessments, and access strategy recommendations to executive leadership. Influence decisions regarding patient support programs and reimbursement strategy. Establish and oversee key performance indicators (KPIs) tied to patient access, program utilization, speed-to-therapy, abandonment rates, reimbursement outcomes, and customer experience. Leverage program analytics to identify trends and drive strategic decision making Internal Impact & Partnership Support Establish and improve the organization's Patient Access Center of Excellence by defining best practices, governance frameworks, quality standards, and operating procedures across patient support services Work with department leadership to connect with Legal and Regulatory to ensure compliant functioning of all program operations. Closely work with FRM team to ensure effective interactions between FRMs and program vendors and HCPs. Work closely with FRM to ensure proper positioning an understanding of all programs, to garner feedback on program performance and to help revise or create program collateral and training pieces as necessary Lead complex cross-functional initiatives across Market Access, Trade, Sales, Commercial Operations, Compliance, Legal, Regulatory, Patient Services, and IT to improve patient access and reimbursement outcomes. Influence organizational decisions regarding patient support program design, reimbursement strategy, specialty pharmacy networks, and operational investments. Work with sales training and field sales to ensure accurate understanding of program services and messaging Drive strategic vendor governance through formal business reviews, performance scorecards, quality programs, and executive-level escalation management. Negotiate operational requirements, performance expectations, and service enhancement opportunities with external partners. Qualifications: Education & Experience Bachelor’s Degree in relevant field; graduate degree, preferred. 8-10&#43; years of relevant experience, inclusive of: Physician-administered biologics Specialty Pharmacy channel experience HUB program design, deployment and oversight Management of HUB and financial assistance program data sets Medicare Part B understanding Previous experience managing vendor relationships and customer interactions. Previous experience with health insurance benefits structures and designs. Demonstrated success leading HUB oversight, vendor governance, performance improvement initiatives, and cross-functional leadership without direct authority preferred. Experience leading without authority Knowledge: <