Senior Manager, Patient Access Strategy & Operations

Location: Bridgewater, NJ

Job Title

Requisition

JR000016053 Senior Manager, Patient Access Strategy & Operations (Open)

Location

Bridgewater, NJ

Additional Locations

Hazelwood, MO, Malvern, PA

Job Description Summary

Position Summary

The Senior Manager, Reimbursement & Access Services serves as the strategic and operational leader responsible for the governance, performance optimization, quality oversight, and continuous improvement of patient access, reimbursement, HUB, and specialty pharmacy support programs across the organization. This role is accountable for establishing operational excellence standards, driving vendor performance, ensuring compliance, and influencing patient access outcomes through effective cross-functional leadership.

While this role does not have direct people management responsibility, it exercises significant leadership 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.

Key Responsibilities

HUB Operations Leadership & Performance Management

• Provide operational leadership and oversight for all HUB case management activities and customer-facing support functions.
• Establish performance expectations, quality standards, and customer experience objectives.
• Lead through influence to drive accountability across HUB case managers and reimbursement specialists.
• Evaluate operational performance through audits, productivity metrics, escalation trends, turnaround times, and SLAs.
• Deliver performance feedback and corrective action recommendations.
• Partner with vendor leadership on performance improvement plans.
• Escalate significant personnel, quality, compliance, and service concerns.
• Champion accountability, customer service excellence, quality execution, and continuous improvement.
• Serve as the ultimate escalation point for complex patient access challenges.
• Establish long-term strategies that optimize patient access outcomes, customer experience, and operational efficiency.
• Serve as the business owner for HUB operational strategy, identifying emerging access barriers and recommending enterprise-level solutions.
• Accountable for oversight of multimillion-dollar HUB, specialty pharmacy, and patient support program investments.
• Evaluate program ROI, resource allocation, vendor spend effectiveness, and operational efficiencies to maximize organizational value.
• Develop business cases supporting future investments in patient services and access initiatives
• Additional Locations: Malvern, PA, Hazelwood, MO