Customer Success Manager - Patient Access Programs

Job Description

Job Description

Description:

Flora Management is seeking a Customer Success Manager (CSM) — Patient Access Programs to serve as the primary operational owner for pharmaceutical manufacturer programs supporting patient access, affordability, and therapy initiation.

This role is responsible for managing the successful execution of patient access solutions — including copay programs, patient support programs, hub services, prior authorization initiatives, bridge programs, patient enrollment workflows, specialty pharmacy engagement, PAP programs, and related access-focused campaigns. The CSM will act as the central point of coordination between pharmaceutical clients, resellers, internal product and operations teams, technology partners, and patient access stakeholders to ensure program objectives are achieved.

The ideal candidate combines strong client management skills with direct experience in patient access operations and a deep understanding of the barriers patients, providers, and manufacturers face throughout the patient's treatment journey.

" This is a high-impact, client-facing role at the intersection of pharmaceutical strategy and patient outcomes. You will own the programs that directly affect a patient's ability to access and afford the therapies they need."  

Client Success & Program Management

• Serve as the primary day-to-day contact for assigned pharmaceutical manufacturer accounts and patient access programs
• Lead program onboarding, implementation, launch, and ongoing management activities
• Develop and maintain program plans, timelines, deliverables, and stakeholder communications
• Facilitate regular client meetings, status reviews, and business reviews
• Monitor program performance and proactively identify opportunities for optimization and growth
• Ensure client objectives, contractual commitments, and operational requirements are consistently met

Patient Access Subject Matter Expertise

• Provide guidance and support related to patient access workflows, including:
• Copay and affordability programs
• Patient support programs (PSPs)
• Hub services and prior authorization processes
• PAP programs and pharmacy programs
• Benefits investigation workflows
• Bridge and quick-start programs
• Specialty pharmacy coordination and enrollment/referral management
• Understand common manufacturer patient access strategies and operational models
• Identify workflow improvements that reduce friction for patients, providers, and care teams
• Provide proactive guidance on industry trends, tools, and standards across the access landscape

Cross-Functional Coordination

• Partner with Product, Operations, Analytics, Medical Strategy, and Engineering teams to support program execution
• Coordinate implementation activities with hub vendors, specialty pharmacies, technology partners, and manufacturer stakeholders
• Translate client needs into actionable requirements for internal teams
• Escalate risks, dependencies, and issues while driving timely resolution

Performance Monitoring & Reporting

• Track key program metrics and performance indicators
• Analyze campaign, enrollment, utilization, and access-related data
• Develop client-facing reports and executive summaries
• Present performance insights and recommendations to clients and internal leadership

Operational Excellence

• Maintain accurate project documentation and program records
• Ensure compliance with applicable privacy, regulatory, and contractual requirements
• Support continuous improvement initiatives related to patient access workflows and customer experience
• Contribute to the development of best practices, playbooks, and standard operating procedures

*QUALIFICATIONS

• 3–5 years of HUB experience, specifically within the reimbursement space — benefits investigation (BI), prior authorization (PA), and appeals work
• Client-facing experience gained within a HUB environment — most consistently found at the Program Manager level and above; Supervisor-level roles carry client-facing responsibility roughly half the time, and Agent-level roles are generally not client-facing
• Experience across multiple program types and pharma types — particularly spanning the full range of coverage complexity, from highly covered/easily accessible therapies to highly denied, complex-access products, since these operate very differently
• Direct experience supporting one or more of the following:

- Benefits investigation (BI) workflows

- Prior authorization (PA) processes

- Appeals and grievance work

- Pharmacy programs or specialty pharmacy operations

- Copay programs or patient support programs (a nice-to-have — the learning curve is shorter than reimbursement-focused          

HUB work)

• Strong understanding of the pharmaceutical patient access ecosystem
• Experience managing external clients and multiple concurrent projects
• Excellent communication, presentation, and stakeholder management skills
• Ability to navigate complex healthcare workflows and operational processes
• Strong organizational skills with exceptional attention to detail

*PREFERRED QUALIFICATIONS*

• Experience working for a pharmaceutical manufacturer, hub vendor, specialty pharmacy, patient services organization, market access agency, or healthcare technology company
• Familiarity with patient access technology platforms, CRM systems, reporting dashboards, and workflow management tools
• Experience supporting rare disease, specialty, or high-cost therapies
• Understanding of payer coverage, reimbursement, utilization management, and access barriers
• Experience presenting to pharmaceutical brand, market access, patient services, or commercial teams