Senior Manager, Patient Access Strategy & Operations

Mallinckrodt Pharmaceuticals • Bridgewater, NJ

20d

About The Position

The Senior Manager, Reimbursement & Access Services serves as the strategic and operational leader responsible for governance, performance optimization, quality oversight, and continuous improvement of patient access, reimbursement, HUB, and specialty pharmacy support programs across the organization. The role establishes operational excellence standards, drives vendor performance, ensures compliance, and influences patient access outcomes through cross-functional leadership. It has no direct people-management responsibility but leads through influence, directing and holding HUB personnel, case managers, vendor leadership teams, and operational partners accountable to service, quality, compliance, and performance expectations.

The role owns HUB operational strategy, oversees multimillion-dollar HUB, specialty pharmacy, and patient support program investments, and evaluates program return on investment, resource allocation, vendor spending, and operational efficiency. It develops business cases for future patient-services and access investments, manages vendor relationships and operational budgets, monitors program performance against contractual metrics and operating procedures, and regularly reports performance and risks to leadership. The position also develops program guidance and training, supports process and SOP improvement, and ensures operations remain compliant and responsive to relevant marketplace policy changes.

The Senior Manager establishes and improves the Patient Access Center of Excellence, including best practices, governance frameworks, quality standards, and operating procedures. The role leads complex cross-functional initiatives and partners with internal teams and external vendors to improve patient access and reimbursement outcomes. Business travel of up to 30% is required. The role is based in Bridgewater, New Jersey, with additional locations in Hazelwood, Missouri, and Malvern, Pennsylvania.

Requirements

• Bachelor’s degree in a relevant field.
• 8–10+ years of relevant experience.
• Experience with physician-administered biologics.
• Specialty pharmacy channel experience.
• Experience designing, deploying, and overseeing HUB programs.
• Experience managing HUB and financial assistance program data sets.
• Understanding of Medicare Part B.
• Experience managing vendor relationships and customer interactions.
• Experience with health insurance benefit structures and designs.
• Strong knowledge of specialty pharmaceuticals and biologics across commercialization and their implications for patient access.
• Substantial knowledge of specialty product access, reimbursement matters, and policy, including Medicare Part B coverage and reimbursement, commercial payer policy and benefit design, CPT and HCPCS coding, healthcare professional office management practices, and product distribution channels.
• Understanding of data flows and details related to product access.
• Exceptional verbal and written communication skills, including the ability to deliver complex information concisely and effectively.
• Ability to work effectively across departmental boundaries and perform at a high level in a fluid environment.
• Excellent problem-solving skills.
• Willingness and ability to travel for business up to 30%.

Nice To Haves

• Graduate degree.
• Demonstrated success leading HUB oversight, vendor governance, performance improvement initiatives, and cross-functional leadership without direct authority.
• Experience leading without authority.
• Knowledge of key vendors, such as ConnectiveRX and Authenticx.

Responsibilities

• Provide operational leadership and oversight for HUB case management activities and customer-facing support functions.
• Set performance expectations, quality standards, and customer experience objectives, and drive accountability among HUB case managers and reimbursement specialists.
• Evaluate operational performance using audits, productivity metrics, escalation trends, turnaround times, and service-level agreements; provide feedback and recommend corrective actions and improvement plans.
• Escalate significant personnel, quality, compliance, and service concerns and serve as the ultimate escalation point for complex patient access challenges.
• Develop long-term strategies to improve patient access outcomes, customer experience, and operational efficiency, identifying access barriers and recommending enterprise-level solutions.
• Oversee HUB, specialty pharmacy, and patient support program investments; evaluate return on investment, resource allocation, vendor spending, and operational efficiencies; develop business cases for future investments.
• Manage HUB and other vendor partners to support efficient program operations and outputs.
• Resolve issues raised by field personnel or healthcare professionals regarding information provided by programs.
• Work with program staff and Keenova leadership to improve processes and standard operating procedures and reduce errors.
• Visit program locations to oversee operations and drive performance.
• Develop performance reports and communications for program leaders and internal stakeholders; review program data for compliance with contract and statement-of-work metrics, business rules, and SOPs.
• Lead meetings and calls to maintain program alignment with internal stakeholders, including IT, Sales Operations, and Trade I&A.
• Support the program leadership team with budgets and incorporate relevant marketplace policy changes into vendor protocols and SOPs.
• Create training materials and messaging to guide vendors in implementing or improving processes.
• Oversee ongoing quality initiatives and ensure program operations are compliant.
• Manage operational budgets and vendor investments; lead vendor governance and quarterly business reviews.
• Present business performance, operational risk assessments, and access strategy recommendations to executive leadership, and influence decisions on patient support programs and reimbursement strategy.
• Establish and oversee KPIs related to patient access, program utilization, speed to therapy, abandonment rates, reimbursement outcomes, and customer experience; use analytics to identify trends and guide decisions.
• Develop the Patient Access Center of Excellence by defining best practices, governance frameworks, quality standards, and operating procedures across patient support services.
• Partner with department leadership, Legal, and Regulatory to ensure compliant program operations.
• Work with the FRM team to improve interactions among FRMs, program vendors, and healthcare professionals; support program positioning, gather performance feedback, and revise or create program collateral and training materials.
• Lead cross-functional initiatives involving Market Access, Trade, Sales, Commercial Operations, Compliance, Legal, Regulatory, Patient Services, and IT.
• Influence decisions on 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.
• Lead formal vendor governance through business reviews, performance scorecards, quality programs, and executive-level escalation management; negotiate operational requirements, performance expectations, and service enhancements.

Benefits

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

What This Job Offers

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