Patient Services Operations Manager

The Patient Services Operations Manager is responsible for supporting the day-to-day operations of the rare disease brand patient services programs, with a focus on optimizing specialty pharmacy performance, ensuring efficient patient referral management, and driving continuous process improvement. This role serves as a key liaison between internal teams, specialty pharmacies and patient support vendors to ensure patients experience timely access to therapy and high-quality service.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties:

1.Operational Oversight

• Oversee daily specialty pharmacy operations, ensuring timely and accurate processing of patient referrals, enrollments and shipments.
• Monitor patient referral flow and case progression across distribution partners to identify potential delays or process and inefficiencies.
• Track and report patient referral trends, turnaround times, and fulfillment metrics to internal stakeholders.
• Serve as the primary point of contact for day-to-day specialty pharmacy operations.
• Support Quarterly Business Reviews (QBRs) and performance discussions with specialty pharmacy partners.

2. Process Improvement & Performance Management

• Identify operational gaps and lead process improvement initiatives to enhance efficiency, accuracy, and patient experience.
• Develop and maintain business rules and procedures to ensure consistency across partners.
• Collaborate cross-functionally (Commercial, Market Access, Patient Services, Sales, and Marketing) to streamline referral visibility and optimize key performance indicators.
• Track and report various metrics contributing to program performance and key performance indicators.

The above statements are intended to describe the nature of work performed by those in this job and are not an exhaustive list of all duties. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time which reflects management’s assignment of essential functions.

Education / Experience Requirements:

• Bachelor’s degree required (Business, Healthcare Administration, or related field preferred).
• 8 years’ experience in patient services, specialty pharmacy operations, or pharmaceutical access programs.
• Strong understanding of specialty pharmacy distribution models, reimbursement processes, and patient support services.
• Proficiency in Excel, PowerPoint, or similar tools for data tracking and reporting.
• Proven ability to manage multiple stakeholders and drive operational efficiency in a cross-functional environment.

Other Knowledge, Skills, and Abilities

• Strong attention to detail and organizational skills
• Ability to translate operational data into actionable insights
• Experience in rare diseases is a plus
• Travel- Position required up to 10% travel

Compensation Range:

$121,954.00 - $182,931.00

Upsher-Smith Laboratories, LLC is committed to providing equal employment opportunity to all applicants and employees according to all applicable equal opportunity and affirmative action laws, directives and regulations of federal, state and local governing bodies and agencies. In keeping with this commitment, Upsher-Smith Laboratories, LLC will recruit, hire, train and promote persons in all job titles, without regard to race, color, creed, religion, sex (including factors related to pregnancy or child birth), national origin, age, marital status, familial status, disability, sexual orientation, gender identity status with regard to public assistance, employment status, local human rights commission activity, status as a protected veteran, genetic information, atypical hereditary cellular or blood trait, or any other protected category.