Patient Access Manager

Mallinckrodt Pharmaceuticals • Malvern, PA

4d • $111,000 - $178,000

About The Position

The Patient Access Manager (PAM) is a front-line member of Keenova Patient Support Services who supports patients, caregivers, healthcare providers, and internal stakeholders throughout the treatment journey. The PAM provides education, support, navigation, and hands-on guidance related to treatment access, reimbursement, affordability, and patient support services, with particular focus on biologic and testosterone products and their acquisition options.

The PAM uses expertise in patient access, reimbursement, patient support services, and healthcare navigation to identify patient-specific and systemic barriers to treatment initiation and continuity of care. The role analyzes access trends, reimbursement challenges, affordability concerns, and patient journey insights, then collaborates with patients, caregivers, provider offices, specialty pharmacies, case managers, FRMs, and internal teams to develop compliant, patient-centered solutions.

With minimal guidance, the PAM serves as a subject matter expert and the voice of the patient. The role turns field observations and patient experiences into actionable recommendations for patient support strategy, operational improvement, resource allocation, and program design. Up to 30% travel may be required.

Requirements

• Bachelor of Science degree or equivalent required.
• 8–10 years of relevant experience in the biopharmaceutical industry required.
• 5 years of reimbursement experience required.
• Demonstrated expertise resolving highly complex reimbursement, affordability, and access challenges across multiple payer channels.
• Proven ability to influence outcomes across cross-functional stakeholders without direct authority.
• Experience identifying systemic access trends and translating observations into actionable business recommendations.
• Systemic understanding of the global payer and distribution environment, particularly U.S. biologic in-office injectables.
• Understanding of coverage, coding (diagnostic, procedural, and product), payment, and reimbursement requirements and policies.
• Knowledge of Local Coverage Determinations (LCDs) for each regional MAC for Keenova products.
• Knowledge of Medicare billing, coding, and appeals; ASP, WAC, sequestration; and the ability to interpret Medicare EOBs.
• Understanding of legislative, legal, and regulatory environments and their potential impact on Keenova.
• Understanding of buy-and-bill and specialty pharmacy channels.
• Knowledge of HIPAA requirements and FDA regulations.
• Effective communication skills, including the ability to guide conversations and actively listen to encourage patient engagement and understanding.
• Ability to translate complex clinical, reimbursement, or program information into clear, simple, actionable language and adapt the level of detail to the audience.
• Ability to synthesize broad information to create positive change for patients and Keenova.
• Proficiency in business analytics and ability to use data to understand common patient issues and partner with FRMs when office intervention is appropriate.
• Strong written and verbal communication skills, self-awareness, and self-control.
• Ability to work with patients, FRMs, case managers, and others to develop strategic plans addressing product access issues.
• Ability to collaborate effectively as part of a cross-functional team when obstacles arise.
• Initiative and ability to work collaboratively with field-based and home-office personnel to meet patient needs.
• Ability to model Keenova’s vision and core values and educate external partners about compliance with Keenova policies.
• Expertise in access and reimbursement strategy, complex problem solving, patient advocacy and navigation, cross-functional influence, strategic insight generation, payer and healthcare systems, customer relationship management, operational execution, and compliance, ethics, and risk management.
• Ability to travel up to 30%.

Nice To Haves

• MBA or advanced degree.
• Previous experience working with Keenova relationships.
• Hands-on operational reimbursement experience, including in-house and outsourced experience.

Responsibilities

• Manage patient assistance and reimbursement support services for patient access buy-and-bill products.
• Educate patients about the buy-and-bill process, reimbursement support, patient assistance, specialty pharmacy expectations and logistics, and appropriate MARC-approved resources.
• Support patients with buy-and-bill benefit investigation management and encourage timely responses to communications to help prevent treatment delays.
• Coordinate with Keenova patient support services program representatives as needed.
• Use data and business analytics to understand acquisition and logistical challenges across specialty pharmacies and specialty distributors, escalate cases appropriately, and partner with FRMs on remediation plans.
• Work with internal and external customers and FRMs to troubleshoot specialty pharmacy issues and resolve operational challenges.
• Analyze specialty pharmacy data and logistics and convert findings into actionable steps that facilitate patient access.
• Identify patient knowledge gaps regarding specialty pharmacy processes and provide education to help patients understand their role.
• Collect, analyze, and synthesize field intelligence on patient access, reimbursement, affordability, healthcare system dynamics, and patient experience.
• Translate patient journey insights, reimbursement trends, and healthcare system observations into strategic recommendations for organizational priorities, patient support models, and business planning.
• Identify access trends, root causes, and systemic barriers and recommend operational enhancements and solutions to improve patient outcomes.
• Serve as a patient access and reimbursement subject matter expert and liaison among patients, providers, specialty pharmacies, and internal stakeholders.
• Advise Patient Access leadership on access trends, operational opportunities, and healthcare challenges affecting patient support strategy, resource allocation, and organizational priorities.
• Contribute to the development, refinement, and optimization of patient support programs, educational resources, and access initiatives.
• Evaluate patient journey challenges and support program effectiveness; recommend innovative solutions, service improvements, and process changes to reduce barriers and treatment delays.
• Participate in pilot programs, launch readiness activities, and strategic initiatives to enhance patient support effectiveness.
• Synthesize field observations and present access trends, reimbursement challenges, and patient experience findings to internal stakeholders and senior leadership to support data-driven decisions.
• Assess the potential impact of market access changes on patient experience and treatment access, and recommend mitigation strategies.
• Collaborate with leadership to evaluate emerging technologies, digital engagement tools, and service models that may improve access and patient experience.
• Identify patients with complex access, reimbursement, affordability, healthcare literacy, or logistical challenges and develop individualized strategies to support timely treatment initiation and continuity of care.
• Partner with case managers, specialty pharmacies, provider offices, and FRMs to coordinate resources and remove barriers.
• Advocate for patients by identifying concerns, obstacles, and unmet needs and escalating issues for timely resolution.
• Gather and communicate actionable insights about access barriers, affordability, treatment journey obstacles, and healthcare literacy to inform program enhancements and organizational decisions.
• Help patients and caregivers navigate healthcare systems through education, resource awareness, and reinforcement of treatment journey milestones.
• Guide internal stakeholders on patient support offerings and engagement practices consistent with company policies and compliance requirements.
• Identify recurring patient challenges and unmet needs, communicate them to leadership, and recommend changes to programs, operations, training, and processes.
• Promote adherence, reduce delays, and enhance patient experience through recommended process improvements.
• Maintain appropriate compliance and regulatory boundaries while supporting patients, caregivers, and stakeholders.

Benefits

• Competitive pay and benefits as part of a Total Rewards package.
• Eligible for a bonus in accordance with the terms of the applicable program; bonuses are awarded at the Company’s discretion.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior