Manager, Patient Support

Overview

Being on medication is tough enough. We want to make getting it the easy part. Getting prescriptions to patients has become increasingly complex. When things get messy along the prescription journey, pharmaceutical manufacturers rely on us to untangle the process and create a clear path—allowing patients to build trusting relationships with their medication brands.

 

We’re not only committed to taking the pain out of the prescription process, but we’re also devoted to bringing the brightest minds together under one roof. We bring together diverse voices—engineers, pharmacists, customer service veterans, developers, program strategists and more—all with one vision. Each perspective and experience makes ConnectiveRx better than the sum of its parts.

 

The Manager, Patient Support – Hub reports to the Director, Patient Support – Hub and is responsible for managing 45–60 staff members across one or more teams. This role oversees the delivery of patient support healthcare services that facilitate access to prescription medications, including benefit verifications, non-clinical case management, prior authorization and appeal support, and specialty pharmacy triage. The Manager oversees medium to small-scale programs with budgets under $10M, ensuring optimal use of program documentation and training materials.

This position partners with internal stakeholders to implement updates, leads talent identification and onboarding efforts, tracks team credentialing, and may plan and lead Faux Hub operations under Director oversight. The focus of this role is on meeting company objectives and fulfilling client commitments.

Responsibilities

• Service Delivery and Program Setup: Oversees medium-sized and small programs, ensures use of current documentation and training materials, partners with hub service delivery on necessary updates, identifies onboarding talent, and tracks credentialing. May plan and lead Faux Hub activities under Director oversight.

• Documentation Management: Collaborates with Service Delivery and Training to provide feedback on program-specific training. Approves training decks at implementation and following quarterly reviews. Updates SOPs post-implementation based on changes from Service Delivery. Ensures supervisors track and report credentialing and retraining.

• Financial Responsibility: Ensures accuracy of monthly client invoicing in partnership with program management. Escalates billing, reporting, or service concerns. Monitors overtime to ensure cost-effective utilization.

• Organizational Collaboration: Partners with program management to execute brand programs and works with technical teams for issue resolution and prioritization.

• Change Management and Communication: Supports change initiatives at the team level, ensures effective implementation, and maintains a visible presence for staff. Communicates corporate and client messages, aligns with program managers, and disseminates strategy to teams with Director support.

• Escalation Management: Supports program management with operational escalations from clients or field teams. Serves as an escalation point for supervisors, engaging the Director for complex issues.

• Relationship Management: Engages with clients as required by program management. Manages internal relationships across Hub Operations and other departments, and may support Director with vendor relationships.

• People Management: Manages leaders of leaders and ensures communication and accountability within teams. Reviews scorecards and queue management, oversees performance improvement plans, and provides ongoing feedback through coaching and annual reviews.

Qualifications

Education/Certifications

• Bachelor’s degree in business, marketing, communications, or related field, or equivalent of 7 years related experience.

Experience

• Minimum of 3 years operational experience, with at least 2–3 years of leadership experience.

• Prior management experience in a patient support hub or healthcare setting preferred.

Knowledge

• Familiarity with healthcare or pharmaceutical processes, terminology, and regulations.

Skills

• Strong leadership abilities with excellent oral and written communication.

• Exceptional organizational skills and ability to drive world-class customer service and patient outcomes.

• Demonstrated empathy toward patients and customers.

• Creative problem-solving skills a