Patient Support Services Manager

Location: US based (Greenville, SC)

Key Responsibilities 

• Oversee and/or support frontline engagement (calls, portal, tickets) to ensure timely, empathetic, accurate guidance for patients and provider offices.
• Ensure complete and compliant documentation of enrolment, consent, and case notes within CRM/ticketing systems.
• Manage hub vendor(s) to contractual standards: establish SOPs, escalation pathways, and quality monitoring.
• Own the KPI dashboard and overall performance management, tracking key metrics (e.g., response times, benefits‑verification and PA cycle times, abandonment and refill continuity, case aging, and complaint resolution) and leading vendor QBRs.
• Own operational workflows for benefit verification, coverage triage, PA support (creation, submission tracking), and appeals coordination as needed.
• Coordinate with dispensing partners (retail/specialty/LTC/closed-door where applicable) to remove fulfilment barriers and speed time-to-therapy.
• Manage financial support pathways consistent with program rules: copay support (where applicable), cash options, patient assistance/bridge policies, and eligibility documentation.
• Implement refill continuity workflows (refill reminders, office follow-up, pharmacy problem solving) to reduce avoidable gaps in therapy.
• Identify top drivers of abandonment and drop-off (coverage edits, OOP shock, PA delays, pharmacy processing errors) and deploy fixes.
• Identify workflow bottlenecks and implement improvements to increase throughput, quality, and patient/provider satisfaction.
• Produce clear, data‑driven weekly and monthly operating reports, providing actionable insights and recommendations to guide performance and continuous improvement
• Ensure compliance with SOPs, privacy requirements, documentation standards, and approved communications.

Knowledge, Experience and Skills

• Bachelor’s degree preferred (healthcare, business, life sciences) or equivalent relevant experience.
• Extensive experience in patient support / hub services / access operations in pharma, with ideally 3–5 years acceptable with strong hub and reimbursement depth).
• Demonstratable expertise in benefits verification, PA workflows, appeals coordination, and patient affordability navigation.
• Manager-level experience strongly preferred: leading teams and/or managing vendor performance, SLAs, and KPIs.
• Strong patient/provider communication with excellent judgment and escalation discipline.
• Analytical mindset: KPI tracking, root-cause analysis, process improvement execution.
• Systems proficiency: CRM/ticketing, eligibility tools, Excel/Sheets; ability to translate data into action.
• Posses strong team-leadership by mentoring support staff, delegating responsibilities effectively, and fostering professional growth and development.