Program Manager– Patient Services & Market Access Full Time NEW

About the Company

We are a fast-growing, nationally recognized patient services provider with more than 30 years of experience supporting market access, affordability programs, and direct-to-patient care. Through our integrated pharmacy and patient support solutions, we help bridge gaps in access to therapy and improve patient outcomes across the healthcare continuum.

Our team is composed of experienced professionals dedicated to delivering personalized, efficient, and compassionate service to both patients and healthcare partners. By combining deep industry expertise with innovative processes and technology, we streamline access to life-changing medications and support patients throughout their treatment journey.

As we continue to expand, we are seeking high-performing individuals who thrive in a dynamic, performance-driven environment and are passionate about making a meaningful impact in patients’ lives.

About The Role

We are seeking a highly organized, execution-focused Program / Operations Manager to lead the day-to-day delivery, performance, and continuous improvement of patient services programs across pharmaceutical manufacturer partnerships.

This role sits at the core of our operations organization and serves as the primary owner of operational solutions and program execution. You will be responsible for ensuring that patient support programs (PSPs), patient assistance programs (PAPs), hub services, and specialty pharmacy workflows run smoothly, meet contractual obligations, and deliver a high-quality patient and provider experience.

You will act as the operational bridge between clients, internal teams, and service delivery functions—owning performance metrics, staffing coordination, issue resolution, and process adherence. This is a high-visibility role requiring strong ownership, structured execution, and the ability to manage complex healthcare operations in a regulated environment.

Key Responsibilities

Program Operations & Execution

• Own day-to-day execution of assigned patient services programs (PSP, PAP, hub services, specialty pharmacy support).
• Ensure programs operate in accordance with contractual obligations, SOPs, and compliance requirements (HIPAA, GxP, GDP as applicable).
• Monitor operational workflows across case management, benefits verification, prior authorization, copay assistance, and free drug programs.
• Ensure timely and accurate delivery of patient and provider services across all program touchpoints.

Client & Stakeholder Management

• Serve as the primary operational contact for pharmaceutical manufacturer clients for assigned programs.
• Lead recurring operational reviews, KPI reporting, and service performance discussions.
• Build trusted client relationships through consistent communication, transparency, and follow-through.
• Escalate risks, performance gaps, and operational issues with urgency and proposed solutions.

Performance Management & Reporting

• Track, analyze, and report on program KPIs including speed, quality, throughput, and patient access outcomes.
• Identify trends, bottlenecks, and performance issues and implement corrective action plans.
• Develop and deliver executive-ready reporting and program insights for internal and external stakeholders.

Team Leadership & Workforce Coordination

• Manage and/or oversee case management or patient services teams (directly or indirectly, depending on structure).
• Support hiring, onboarding, training, and performance management in partnership with operations leadership [KH1] and the training team.
• Provide ongoing coaching, feedback, and performance management to ensure quality and productivity standards are met.
• Partner with training and QA teams to ensure consistent execution and compliance with SOPs.

Process Improvement & Operational Excellence

• Identify process gaps, inefficiencies, and breakdowns across patient support workflows.
• Partner with cross-functional teams (Product, Engineering, Compliance, Pharmacy Operations) to implement improvements.
• Support initiatives to improve speed of patient access, reduce errors, and increase automation where applicable.
• Contribute to standardization of workflows across programs to support scalability.

Escalations & Issue Resolution

• Serve as escalation owner for program-level issues, patient access barriers, and client concerns.
• Conduct root cause analysis and implement corrective and preventive actions.
• Ensure timely resolution of operational issues impacting patient access or program performance.

Who You Are

• You are an execution-driven operator who thrives in complex, regulated healthcare environments. You are comfortable managing both people and process, and you bring structure to fast-moving programs where precision and accountability matter.
• You are equally comfortable reviewing operational dashboards, working through a client escalation, or partnering with internal teams to fix a broken workflow. You care deeply about reliability, compliance, and patient impact—and you hold yourself and others to a high standard of execution

Requirements

Required Qualifications

• 4–6+ years of experience in program management, operations, or healthcare services (pharma, specialty pharmacy, hub services, or patient support strongly preferred).
• Experience working in Patient Support Programs (PSP), Patient Assistance Programs (PAP), or hub services environments.
• Prior experience managing or overseeing teams (case managers, patient service reps, or similar operational staff).
• Strong understanding of specialty pharmacy workflows including benefits verification, prior authorization, copay, and access services.
• Experience working in regulated environments (HIPAA required; GxP/GDP preferred).
• Strong analytical skills with experience tracking and reporting operational KPIs.
• Excellent stakeholder communication and client-facing experience.
• Experience working in fast-paced, high-volume operational environments.
• Proficiency with CRM or case management systems (e.g., hub platforms, or similar).

Preferred Qualifications

• Experience in pharmaceutical manufacturer-sponsored programs or hub vendor environments.
• Familiarity with continuous improvement or lean operational methodologies.
• Experience supporting multiple concurrent programs or client accounts.
• Background in specialty pharmacy operations or reimbursement services.