Patient Access Manager

Mallinckrodt Pharmaceuticals • Bridgewater, NJ

11d

About The Position

The Patient Access Manager (PAM) is a front-line member of Keenova Patient Support Services and a trusted resource for patients, caregivers, healthcare providers, specialty pharmacies, and internal stakeholders throughout the treatment journey. The PAM provides education, support, navigation, and practical guidance on treatment access, reimbursement, affordability, and patient support services. The role focuses on complex access situations involving biologic medications and testosterone products, including products with multiple acquisition options and changing payer conditions.

The PAM manages patient assistance and reimbursement support, explains Buy/Bill processes and specialty pharmacy logistics, and helps patients understand the steps needed to avoid delays. The role uses business analytics and field intelligence to identify patient-specific and systemic barriers, resolve logistical challenges, and escalate cases appropriately in partnership with Field Reimbursement Managers (FRMs), case managers, provider offices, specialty pharmacies, and other stakeholders.

The PAM also serves as the voice of the patient and a subject matter expert in access and reimbursement. The position gathers and interprets insights about reimbursement trends, affordability, payer dynamics, healthcare literacy, and patient experience, then translates them into recommendations for leadership, program design, operational improvements, resource allocation, and patient support strategy. The PAM contributes to continuous improvement, pilot programs, launch readiness, and development of patient education and engagement resources while maintaining compliance with company policies and applicable regulations. 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.
• At least 5 years of reimbursement experience required.
• Demonstrated expertise resolving complex reimbursement, affordability, and access challenges across multiple payer channels.
• Strong understanding of the global payer and distribution environment, particularly U.S. biologic in-office injectables.
• Understanding of coverage, diagnostic and procedural coding, product coding, payment, and reimbursement requirements and policies.
• Knowledge of Local Coverage Determinations for each regional Medicare Administrative Contractor relevant to Keenova products.
• Knowledge of Medicare billing, coding, appeals, and interpretation of Medicare Explanation of Benefits statements.
• Knowledge of ASP, WAC, and sequestration.
• Understanding of the Buy-and-Bill and specialty pharmacy channels.
• Knowledge of HIPAA requirements and FDA regulations.
• Understanding of legislative, legal, and regulatory environments and their potential effects on Keenova.
• Ability to influence cross-functional stakeholders without direct authority.
• Experience identifying systemic access trends and translating observations into actionable business recommendations.
• Strong written and verbal communication skills, self-awareness, and self-control.
• Ability to communicate complex clinical, reimbursement, or program information in clear, simple, actionable language and adapt the level of detail to the audience.
• Ability to work with patients, FRMs, case managers, and others to develop strategic plans for product access issues.
• Ability to collaborate as part of a cross-functional team and take initiative with field-based and home-office personnel.
• Ability to use analytics to understand common patient issues and partner with FRMs when office intervention is needed.
• Hands-on operational reimbursement experience, including in-house and outsourced experience, is desirable.
• Ability to model Keenova’s vision and core values and educate external partners on compliance with Keenova policies.
• Up to 30% travel may be required.

Nice To Haves

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

Responsibilities

• Manage patient assistance and reimbursement support services related to patient access and Buy/Bill products.
• Educate patients about the Buy/Bill process, reimbursement support, patient assistance, approved resources, specialty pharmacy expectations, and steps needed to prevent treatment delays.
• Coordinate with Keenova patient support program representatives as needed.
• Use data and business analytics to identify acquisition, reimbursement, specialty pharmacy, and account-level challenges; escalate cases and partner with FRMs on remediation plans.
• Work with internal and external customers and specialty pharmacies to troubleshoot logistical issues and resolve barriers to patient access.
• Identify patient knowledge gaps in specialty pharmacy processes and provide education to help patients understand their role.
• Collect, analyze, and synthesize field intelligence about access, reimbursement, affordability, payer dynamics, healthcare systems, and patient experience.
• Translate patient journey insights and systemic access trends into actionable recommendations for leadership, operations, training, patient support programs, resource allocation, and business planning.
• Serve as a subject matter expert in patient access and reimbursement and act as a liaison among patients, providers, specialty pharmacies, and internal stakeholders.
• Identify patients with complex access, affordability, healthcare literacy, reimbursement, or logistical challenges and develop individualized strategies to support 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.
• Empower patients and caregivers to navigate healthcare systems through education, support, resource awareness, and reinforcement of treatment milestones.
• Evaluate patient support programs and recommend improvements to access pathways, patient engagement, service offerings, operational efficiency, and patient experience.
• Participate in pilot programs, launch readiness activities, and strategic initiatives to improve patient support effectiveness.
• Present access trends, reimbursement challenges, and patient experience insights to internal stakeholders and leadership to support data-driven decisions.
• Assess the potential impact of market access changes on patients and recommend mitigation strategies.
• Collaborate with leadership to evaluate emerging technologies, digital engagement tools, and service models that may improve access and patient experience.
• Promote compliance with company policies and regulatory requirements in patient and partner interactions.

Benefits

• Competitive pay and benefits as part of a Total Rewards package.
• Eligible for a bonus under the applicable program; bonuses are awarded at the company’s discretion.

What This Job Offers

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