Manager, Patient Access Services

Role Summary

The Manager-HCP Experience, PAS oversees the PAP program for all three Alkermes brands and leads a team of case managers within the Patient Access Services (PAS) group. This role drives case management services and patient support programs, collaborates with cross-functional teams to improve patient access to medications, and serves as a point of contact for Alkermes teams and external vendors. Responsibilities include program enhancements, performance management, and customer escalations handling.

Responsibilities

• Support Alkermes internal patient access services reimbursement team
• Participate in the recruiting and hiring of case managers
• Manage a team of case managers
• Participate in training and mentorship of new team members
• Use reporting and analytics to monitor performance and adjust resources to meet SLA and metrics
• Allocate and adjust resources to meet program requirements
• Other assigned duties per management
• Manage relationship with PAP provider to ensure high quality performance and compliance
• Follow up, resolve and identify root causes for escalations and performance issues
• Implement new services and program enhancements
• Maintain relationships with Alkermes commercial partners (sales, national accounts, trade, key accounts, marketing)
• Oversee program materials, scripting, SOPs and work instructions ensuring regulatory alignment
• Deliver new materials in train-the-trainer sessions to vendor leadership
• Ensure program quality and KPI maintenance; ensure vendor compliance training and documentation
• Contract maintenance, invoicing and billing, and contract management
• Travel up to 25% of the time; additional travel during high demand

Qualifications

• Preferred Qualifications:
  • Excellent written and verbal communication skills to convey issues and resolutions
  • Ability to provide clear direction to the team
  • Ability to manage time and balance priorities based on business needs
  • Effective planning, prioritization, execution, follow-up and problem anticipation
  • Ability to manage multiple projects in a fast-paced, deadline-driven environment
  • Collaborative work across marketing, analytics, IT
  • Demonstrated leadership to motivate and lead a team
  • Foster trust, open communication, and cohesive teamwork
  • Mentor high performers and coach/manage underperforming team members
  • Ability to create and maintain program documentation (SOPs, work instructions, training materials)
  • Develop reports and analyze data to identify trends in program performance
  • Manage budget and program funds to meet requirements and implement improvements
  • Influence across functions to achieve consensus on solutions
  • Develop and maintain relationships with vendor contacts for strong program performance
• Basic Qualifications, Education And Experience:
  • Minimum of 5-7 years of experience in pharmaceutical or healthcare services, including time in product support services management and service program development/implementation
  • Subject matter expertise in:
    • Reimbursement processes, including medical and pharmacy benefit pathways
    • Specialty pharmacy operations
    • Patient support programs, including Patient Assistance Programs (PAP)
    • EHR and pharmacy dispensing systems
    • Launching new programs
    • Team management, growth, and development
    • Vendor management
  • Experience with pharmaceutical service vendors or within a pharmaceutical sales/marketing team is a plus
  • Project management experience is helpful

Education

• Bachelor’s degree strongly preferred