Senior Manager, Patient Access Support

Senior Manager, Patient Access Support

Reports to: Director, HUB and Patient Access

Location: Plymouth Meeting, PA (Hybrid) or Remote

Company Overview:

Braeburn is dedicated to delivering solutions for people living with the serious consequences of opioid use disorder. At Braeburn, we challenge the status quo and champion transformation of the management of opioid use disorder (OUD) by partnering with the community to create a world where every person with OUD gets the best possible care and opportunity to reach their full potential. Our shared commitment to innovation on behalf of patients enables us to help people with OUD begin and sustain recovery.

At Braeburn, there are opportunities to contribute to our purpose every day. We value authenticity and strive to amplify all voices. Our culture empowers everyone to be successful and unleashes our full potential.

Position Summary:

The Senior Manager of Patient Access Operations will support strategy execution and drive optimization of patient access programs, with a primary focus on HUB operations and specialty pharmacy network engagement. This role works closely with strategic partners and the corporate Market Access Team to ensure that patients, providers, and partners experience seamless onboarding, benefits investigation, prior authorization assistance, financial assistance coordination, and product fulfillment.

The Senior Manager serves as a cross-functional point of contact between internal stakeholders, specialty pharmacy partners, and HUB vendor operations to optimize patient experience and reduce time-to-therapy. This role may also interact or serve as point of contact for field-sales teams, as needed. This role will act as a coach and professional mentor for internal patient access roles.

Specific Duties:

Hub Program & Operational Excellence

• Independent oversight of day-to-day operations and performance of the HUB vendor.
• Monitor key performance indicators (KPIs) and Service Level Agreements (SLAs) including time-to-fill, prior authorization turnaround time, benefits investigation accuracy, and case closure rates.
• Partner with HUB vendor leadership to address escalations, improve workflows, and ensure compliance with program SOPs.
• Ensure HUB services align with brand access strategy, payer coverage landscape, and evolving patient support needs.
• Lead and/or develop and coordinate quarterly business reviews (QBRs) with HUB to assess performance and identify continuous improvement opportunities.
• Drive and implement process improvements that positively impact access experience for patients and providers.
• Manage relationships with and act as primary point of contact for HUB leadership team.

Trade Team and Specialty Pharmacy (SP) Engagement

• Maintain strong working relationships with Corporate Trade Team and their aligned contracted specialty pharmacies (SPs) to ensure timely access to therapy and proactive issue resolution.
• Collaborate with Trade Team and SP partners on an ongoing basis to support various initiatives related to patient adherence, service implementation, process improvements, etc.
• Keep SPs informed of HUB processes or updates, financial assistance programs, and payer policy changes that may impact fulfillment or access.
• Act as liaison between HUB and SP network to promote collaboration and ensure seamless communication.
• Attend specialty pharmacy meetings and QBRs as needed to exchange information impacting patient access and programs.

Cross Functional Collaboration

• Provide cross-functional team with insights on trends, access barriers, and operational challenges to inform brand strategy and forecasting. Insights may be shared in various formats (training/presentation, live meetings, email communication, etc.).
• Act as a subject matter expert (SME) for patient access in collaboration with Market Access, Trade & Distribution, Field Reimbursement, Marketing, and Compliance teams.
• Act as a conduit for the day-to-day operational issues between HUB, commercial copay vendor and Patient Access and Trade Operations leads to ensure optimal operations between all entities and Specialty Pharmacy.
• Monitor, in conjunction with Market Access team, payer policy updates and its impact on reimbursement for approved product(s).
• Support reimbursement teams with escalation cases and payer issue resolution.

Data & Reporting

• Provide Patient Access Leadership with ongoing updates, weekly and monthly program scorecards, and recommendations for operational enhancements.
• Partner with analytics teams to review HUB and SP performance dashboards and extract actionable insights.
• Support data onboarding efforts for patient access vendors, when applicable.
• Able to track and monitor patient journey milestones from prescription to fulfillment to identify gaps and opportunities.
• Provide feedback on customer management & performance tracking system/ tools as needed.
• Support HUB and service data reporting requirements in conjunction with the Business Operations team to inform assessments in HUB, Trade Data and Network performance.

Compliance & Quality

• Maintain critical business relationships and contract compliance ensuring consistent patient access experience.
• Participate in quality review and related activities – including quality auditing of hub records, benefit investigation outcomes, and customer calls.

Skills:

• In-depth understanding of the reimbursement landscape including buy-and-bill, specialty pharmacy, payer and pharmacy benefit management dynamics, copay assistance, alternate coverage options, and patient support HUB service offerings.
• Experience working with multi-disciplinary functions which may include Sales, Market Access, Marketing and Business Operations.
• Critical thinking skills and ability to act independently yet work collaboratively to complete role responsibilities.
• Previous vendor engagement experience.
• In-depth knowledge of performance metrics management, data and analytics.
• Strong presentation and training skills.
• Willingness to travel up to 15%.

Recent and preferable in-depth experience with:

• Market Access operations.
• Developing HUB Standard Operating Procedures (SOPs) or Work Instructions.
• Patient access performance and services analytics.
• Data management and reporting experience, including:
• Managing or informing build of patient access-related reports, CRMs, and related systems.
• Reviewing and/or creating business requirements, data interface agreements.
• Actively participating in UAT process for above referenced systems.
• Addiction medicine or behavioral health.
• Experience working in start-up biopharmaceutical environment.
• Leadership experience at a patient access HUB.

Education/Experience:

• BA/BS degree with focus in business, science, analytics, or pharmaceutical studies or extensive direct work experience.
• 5+ years of progressive experience in the Biopharmaceutical/Biotech industry (minimum of 3 or more years recent pharmaceutical HUB experience).
• Proficiency in Microsoft Suite, with emphasis working in Salesforce, Excel, MS Project, PowerPoint and Word.

Braeburn is committed to ensuring equal employment opportunity for all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, military/veteran status, age, disability, or any other category/characteristic protected by law (collectively, "Protected Categories"). In fact, we encourage all underrepresented backgrounds to apply for any open job positions with the company.

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