Job Description

Position Title: Senior Manager, Market Access – Customer & Patient Experience

Location: Aliso Viejo, CA or Burlington, MA

Employment Type: Full-Time

Travel Requirement: Up to 20%

Position Overview

The Senior Manager, Market Access – Customer & Patient Experience will lead the strategy, design, and daily operations of patient support programs (PSPs) and the associated customer relationship management (CRM) platform. This role is responsible for enhancing both patient and provider experience through operational excellence, vendor oversight, and process innovation. Key areas of focus include copay assistance programs, patient assistance programs (PAP), and cross-functional collaboration to deliver integrated, compliant support solutions.

Key Responsibilities

• Oversee day-to-day operations of copay assistance and patient assistance programs, holding vendors accountable to contractual KPIs.
• Act as the business owner of the patient services CRM platform, supporting multiple program initiatives including reimbursement support and care navigation.
• Design and maintain standard operating procedures, business rules, training materials, and FAQs for all PSPs.
• Serve as the primary point of contact for the reimbursement liaison and field sales teams regarding PSP operations and escalation management.
• Translate user needs into actionable business and technical requirements for IT and vendor teams supporting the CRM and other enabling technologies.
• Identify and evaluate new technology platforms to improve the experience for patients and healthcare providers, while driving operational efficiencies.
• Collaborate with IT to ensure CRM solutions are delivered on time, meet defined requirements, and are appropriately tested before launch.
• Develop dashboards and KPI reports to provide insights into program performance for leadership and field teams.
• Continuously assess and enhance business processes and tools to increase effectiveness and efficiency of patient support services.
• Serve as a subject matter expert on market access and patient services data and analytics.
• Ensure all vendors operate in compliance with internal standards, processes, and policies.

Qualifications

Education:

• Bachelor’s degree in Business, Operations Management, Digital Marketing, IT Management, Engineering, or a related field.
• Master’s degree is a plus.

Experience:

• 10+ years of relevant experience in healthcare, life sciences (pharmaceutical or medical device), or health insurance.
• Strong familiarity with CRM systems and database tools.
• Hands-on experience with patient support programs, including copay, reimbursement support, HUB operations, and PAPs.
• Proven success managing third-party service providers or outsourced business operations.
• Rare disease experience and prior work with leading PSP or HUB vendors is a strong plus.

Skills & Abilities:

• Strong strategic thinking, communication, and leadership skills.
• High proficiency in project management and the ability to synthesize complex data for diverse audiences.
• Analytical mindset with demonstrated problem-solving and stakeholder engagement capabilities.

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