Senior Manager, Patient Access Strategy & Operations

Mallinckrodt Pharmaceuticals • Malvern, PA

1d • $138,000 - $221,000

About The Position

The Senior Manager, Reimbursement & Access Services is 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 by directing, coaching, and holding HUB personnel, case managers, vendor leadership teams, and operational partners accountable to service, quality, compliance, and performance expectations.

The position oversees HUB operations and vendor partnerships, sets performance and customer experience standards, assesses program results, resolves escalated access challenges, and develops long-term strategies to improve access, customer experience, and operational efficiency. It is accountable for oversight of multimillion-dollar HUB, specialty pharmacy, and patient support program investments, including program ROI, resource allocation, vendor spending, and business cases for future investments.

The role also builds and oversees programs, processes, budgets, quality initiatives, KPIs, and governance practices. It collaborates across internal functions and external partners to improve patient access and reimbursement outcomes, influence program and reimbursement strategy, and establish the organization's Patient Access Center of Excellence. Business travel is required up to 30%.

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, HCP office management practices, and product distribution channels.
• Understanding of data flow and details across product access processes.
• 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.
• Business travel up to 30%.

Nice To Haves

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

Responsibilities

• Provide operational leadership and oversight for HUB case management and customer-facing support functions.
• Set performance expectations, quality standards, and customer experience objectives; drive accountability among HUB case managers and reimbursement specialists.
• Evaluate performance using audits, productivity metrics, escalation trends, turnaround times, and SLAs; provide feedback, recommend corrective actions, and partner with vendors on 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 and enterprise-level solutions to improve patient access, customer experience, and operational efficiency.
• Oversee multimillion-dollar HUB, specialty pharmacy, and patient support program investments; evaluate ROI, resource allocation, vendor spending, and efficiency; develop business cases for future investments.
• Manage HUB and related vendor partners to optimize program efficiency and outcomes.
• Resolve issues raised by field personnel or healthcare professionals regarding program information.
• Improve program processes and SOPs with program staff and Keenova leadership; visit program locations to oversee operations and performance.
• Develop program performance reports and communications for leadership and internal stakeholders.
• Review program data for compliance with contract/SOW metrics, business rules, and SOPs.
• Lead alignment meetings with internal stakeholders, including IT, Sales Operations, and Trade I&A.
• Support program leadership in managing operational budgets; manage operational budgets and vendor investments.
• Incorporate relevant marketplace policy changes into vendor protocols and SOPs.
• Create vendor training materials and messaging for process implementation and enhancement.
• Oversee quality initiatives to ensure compliant program operations.
• Lead vendor governance and quarterly business reviews; negotiate operational requirements, performance expectations, and service enhancements with external partners.
• Present business performance, operational risk assessments, and access strategy recommendations to executive leadership.
• Influence decisions regarding patient support programs, reimbursement strategy, specialty pharmacy networks, and operational investments.
• Establish and oversee KPIs related to patient access, program utilization, speed-to-therapy, abandonment, reimbursement outcomes, and customer experience; use analytics to identify trends and guide decisions.
• Establish and improve the Patient Access Center of Excellence, including best practices, governance frameworks, quality standards, and operating procedures.
• Partner with department leadership, Legal, and Regulatory to ensure compliant program operations.
• Work closely with the FRM team on interactions among FRMs, program vendors, and healthcare professionals; ensure program understanding and positioning, gather feedback, and revise or create collateral and training as needed.
• Lead cross-functional initiatives across Market Access, Trade, Sales, Commercial Operations, Compliance, Legal, Regulatory, Patient Services, and IT to improve access and reimbursement outcomes.
• Work with sales training and field sales to ensure accurate understanding of program services and messaging.
• Drive vendor governance through business reviews, performance scorecards, quality programs, and executive-level escalation management.

Benefits

• Competitive pay and benefits through 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