Manager, Patient Access Services

About Us

The Alkermes Patient Access Services (PAS) team provides support for patients wishing to access Alkermes products. Support includes reimbursement and access education, appointment reminder support, coordination to financial assistance and assistance locating follow on providers for site of care transitions. The Alkermes PAS team works with patients, healthcare providers and insurance companies.

The Manager-HCP Experience, PAS position reports to the Senior Director – HCP Experience, PAS and will play a key role in the delivery of our case management services and patient support programs. The role will oversee the PAP program for all 3 brands in addition to a team of case managers. This position is ideal for someone who enjoys working with multiple cross-functional teams to deliver solutions that improve patient access to medications and treatment.

This person will be responsible for implementing PAP program enhancements, ensuring program performance, responding to customer escalations, and serving as a point of contact for Alkermes teams and the external vendor.

• Support Alkermes internal patient access services reimbursement team
• Participate in the recruiting and hiring of case managers
• Manage a team of case managers
• Participate in training and mentorship of new team members
• Use reporting and analytics to closely monitor performance of team and adjust program resources as needed to ensure Adherence to program SLAs and metrics
• Allocate and adjust resources as needed to meet program requirements
• Other assigned duties per management
• Manage relationship with PAP provider to ensure high quality performance and adherence to contractual requirements
• Follow up, resolve and identify root cause for escalations and program performance issues
• Implement new services and program enhancements
• Establish and maintain relationships with Alkermes commercial business partners including sales, national accounts, trade, key account and marketing teams
• Responsible for program materials, scripting, SOPs and work instructions, ensuring alignment with all Alkermes legal and compliance requirements
• Delivering all new materials in a train the trainer session to vendor leadership
• Responsible for the quality of the programs and maintaining the KPI’s
• Ensuring vendors compliance training and documentation is always up to date and on file
• Responsible for contract maintenance, invoicing and billing, and contract management
• Ability to manage up to 25% business travel. Additional travel may be required during periods of high demand

• Excellent written and verbal communication skills required to clearly convey issues and resolution to customers and Alkermes stakeholders
• Provide clear and specific direction to team
• Ability to manage time and balance priorities based on business needs
• Effectively plan, prioritize, execute, follow up and anticipate problems
• Manage multiple projects in fast-paced, deadline driven environment
• Work collaboratively across multiple stakeholder groups (marketing, analytics, IT)
• Demonstrated leadership abilities to motivate and lead a team
• Foster an environment conducive to trust, open communication, creative thinking and cohesive team effort
• Mentor high performers and coach/manage underperforming team members
• Ability to create and maintain program documentation such as SOPs, work instructions and training materials
• Develop reports, and analyze data to identify trends related to program performance and adherence to program metrics
• Ability to manage budget and program funds to ensure requirements are met and strategic improvements are implemented
• Ability to influence across functions to gain consensus on solutions
• Develop and maintain relationships with vendor contacts resulting in strong program performance

• Bachelor’s degree strongly preferred
• Minimum of 5-7 years of experience working in pharmaceutical or healthcare services. This experience must include time working in or with product support services management and service program development and implementation
• Subject matter expertise and…