Manager, Patient Access

McKesson•Cary, NC

2d•$64,100 - $106,900•Hybrid

About The Position

The Manager, Patient Access provides tactical leadership and supervision for oncology and core Patient Access Services. These services include the inbound patient access contact center, prior authorizations and appeals, claims adjudication, benefit investigation and eligibility verification, and patient financial assistance. The manager translates strategy into team goals and processes, manages resources and workload distribution, monitors performance metrics, coaches and develops supervisors, resolves mid-level operational problems, coordinates across teams, and drives operational excellence, compliance, and a strong patient and provider experience. The role is hybrid and based in Cary, North Carolina, with a requirement to work in the office two days per week. The posting identifies a target compensation of $92,000–$94,000 per year plus a 15% bonus. The stated base pay range is $64,100–$106,900.

Requirements

Degree or equivalent experience; the minimum requirement states that the role typically requires 6+ years of professional experience and 0–2 years of supervisory experience.
At least 6 years of experience within specialty pharmacy, relevant pharmaceutical industry services, or related healthcare operations.
At least 2 years of progressive people leadership experience, including responsibility for developing frontline teams.
Demonstrated knowledge of patient access operations and the interdependencies among contact center services, benefits investigation, eligibility verification, prior authorization and appeals, claims adjudication, and patient financial assistance.
Ability to translate strategic priorities into measurable team goals, processes, resource plans, and performance expectations.
Strong analytical and problem-solving skills, including interpreting operational trends, identifying root causes, and implementing corrective actions.
Ability to build accountability, develop talent, and manage change across teams.
Strong communication, collaboration, organization, and customer service skills, with a patient-centric mindset.
Proficiency with Microsoft applications and ability to learn pharmacy, patient access, workflow, contact center, and workforce-management systems.
Flexible, adaptable, detail-oriented, and committed to operational excellence and continuous improvement.

Nice To Haves

Bachelor’s degree in healthcare, business, management, or a related field preferred; equivalent relevant experience may be considered.

Responsibilities

Translate Patient Access strategy, priorities, and service commitments into goals, processes, operating expectations, and execution plans for supervisors and their teams.
Establish an operating cadence, priorities, and decision paths to support consistent daily execution.
Address escalated service concerns and operational exceptions with urgency, sound judgment, and clear communication.
Drive consistent implementation of approved organizational changes across Patient Access teams.
Assess workload, staffing, skill mix, queue health, and service demand, and shift resources as needed to protect service levels and access.
Coordinate workload distribution and coverage across teams while balancing operational needs with training, development, quality, and employee sustainability.
Work with supervisors to anticipate bottlenecks and dependencies and establish recovery plans when performance is at risk.
Provide leadership input on staffing needs, hiring priorities, onboarding plans, and workforce readiness.
Monitor productivity, quality, turnaround times, service levels, and other performance measures; identify trends and course correct when needed.
Hold supervisors accountable for team performance, follow-through, coaching, accuracy, and adherence to established processes.
Use operational data, quality findings, employee feedback, and workflow observations to identify root causes and prioritize improvements.
Lead continuous improvement efforts to simplify workflows, strengthen handoffs, improve consistency, and enhance patient and provider experience.
Communicate performance, risks, dependencies, improvement actions, and outcomes to senior leadership and business partners.
Coach and develop Patient Access supervisors in performance management, employee coaching, issue resolution, communication, and frontline decision-making.
Establish clear expectations and consistent supervisory practices; conduct one-on-ones, performance discussions, talent reviews, and development planning with direct reports.
Build a culture of trust, accountability, collaboration, continuous learning, and patient-centered service.
Coordinate priorities and handoffs across Patient Access functions to support an efficient patient journey.
Partner with pharmacy operations, clinical, quality, training, technology, client-facing, and other stakeholders to resolve cross-functional issues and implement sustainable solutions.
Lead escalated patient, provider, client, and operational concerns requiring coordination beyond a single supervisor or team.
Ensure compliance with standard operating procedures, work instructions, contractual obligations, and applicable federal and state requirements.
Review quality and compliance trends, ensure corrective actions are implemented, and verify sustained adherence.
Partner with Quality, Training, and operational stakeholders on audits, remediation, process updates, and readiness activities.