Associate Director - Patient Access HUB Operations - Pittsburgh

Role Summary

Associate Director - Patient Access HUB Operations overseeing strategic and operational management of HUB services to support patient access to specialty pharmaceutical products. Works with Senior Director to align HUB operations with brand goals, drives KPI performance, and manages complex access pathways for patients and prescribers.

Responsibilities

• Serve as primary liaison between the manufacturer and HUB to ensure seamless program execution, lead governance meetings, performance reviews, issue resolution; monitor SLAs, compliance, and operational efficiency.
• Define, track, and analyze KPIs across patient access workflows; develop dashboards and reporting tools; identify and implement process improvements based on data insights.
• Collaborate cross-functionally with brand teams, market access, and commercial operations to align HUB services with brand goals and launch strategies; ensure compliant messaging and patient support services.
• Ensure HUB adherence to protocols, documentation, and reporting requirements; partner with regulatory and safety teams to maintain program integrity and compliance.
• Manage operational HUB and designated specialty pharmacy processes; ensure timely prescription triage, fulfillment, and patient onboarding; resolve escalations related to access, shipping, or reimbursement issues.
• Identify and lead implementation of program/workflow enhancements to improve customer experience and patient access, including during reverification season.
• Drive innovation through data analytics to identify process improvements and inefficiencies; enhance customer engagement and intervene at points in the patient journey as needed.
• Collaborate with internal departments (Marketing, Sales, Channel Ops, Payer Teams, Access & Reimbursement, Analytics, Training, Compliance, Medical, Regulatory, Legal).
• Support end-to-end management lifecycle including sourcing, contract negotiation, performance monitoring, invoice/budget review, and relationship management ensuring alignment with goals and compliance.

Qualifications

• Required: Bachelor’s degree; advanced degree (MBA, MPH, PharmD) preferred.
• 7+ years of experience in patient services, HUB operations, market access, or specialty pharmacy.
• Experience overseeing case management teams interfacing with patients, payers, and HCPs.
• Proven ability to execute strategy in a matrix environment with complex systems.
• Deep knowledge of pharmaceutical compliance, patient confidentiality (HIPAA), product reimbursement and access.
• Knowledge of Medicare Parts A-D, Medicaid, private payer policies, reimbursement processes, health policy, coverage, payment, coding, and Specialty Pharmacy.
• Strong organizational and communication skills; ability to analyze data for decision-making; manage competing priorities with urgency; creative problem solving for access issues.
• Strong analytical skills with KPI development and performance reporting.
• Position Pittsburgh-based with 70% weekly onsite capability; 15% travel required.

Skills

• Data analysis and KPI development
• Program governance and stakeholder management
• Cross-functional collaboration
• Regulatory and compliance awareness
• Operational optimization and process improvement
• Contract negotiation and vendor management

Education

• Bachelor’s degree required; MBA/MPH/PharmD preferred

Additional Requirements

• Travel: 15% travel required