Job TypeFull-timeDescriptionFlora 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.RequirementsClient Success Program ManagementServe as the primary day-to-day contact for assigned pharmaceutical manufacturer accounts and patient access programsLead program onboarding, implementation, launch, and ongoing management activitiesDevelop and maintain program plans, timelines, deliverables, and stakeholder communicationsFacilitate regular client meetings, status reviews, and business reviewsMonitor program performance and proactively identify opportunities for optimization and growthEnsure client objectives, contractual commitments, and operational requirements are consistently metPatient Access Subject Matter ExpertiseProvide guidance and support related to patient access workflows, including:Copay and affordability programsPatient support programs (PSPs)Hub services and prior authorization processesPAP programs and pharmacy programsBenefits investigation workflowsBridge and quick-start programsSpecialty pharmacy coordination and enrollment/referral managementUnderstand common manufacturer patient access strategies and operational modelsIdentify workflow improvements that reduce friction for patients, providers, and care teamsProvide proactive guidance on industry trends, tools, and standards across the access landscapeCross-Functional CoordinationPartner with Product, Operations, Analytics, Medical Strategy, and Engineering teams to support program executionCoordinate implementation activities with hub vendors, specialty pharmacies, technology partners, and manufacturer stakeholdersTranslate client needs into actionable requirements for internal teamsEscalate risks, dependencies, and issues while driving timely resolutionPerformance Monitoring ReportingTrack key program metrics and performance indicatorsAnalyze campaign, enrollment, utilization, and access-related dataDevelop client-facing reports and executive summariesPresent performance insights and recommendations to clients and internal leadershipOperational ExcellenceMaintain accurate project documentation and program recordsEnsure compliance with applicable privacy, regulatory, and contractual requirementsSupport continuous improvement initiatives related to patient access workflows and customer experienceContribute to the development of best practices, playbooks, and standard operating proceduresQUALIFICATIONS3–5 years of HUB experience, specifically within the reimbursement space — benefits investigation (BI), prior authorization (PA), and appeals workClient-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-facingExperience 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 differentlyDirect experience supporting one or more of the following:Benefits investigation (BI) workflowsPrior authorization (PA) processesAppeals and grievance workPharmacy programs or specialty pharmacy operationsCopay 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 ecosystemExperience managing external clients and multiple concurrent projectsExcellent communication, presentation, and stakeholder management skillsAbility to navigate complex healthcare workflows and operational processesStrong organizational skills with exceptional attention to detailPREFERRED QUALIFICATIONS*Experience working for a pharmaceutical manufacturer, hub vendor, specialty pharmacy, patient services organization, market access agency, or healthcare technology companyFamiliarity with patient access technology platforms, CRM systems, reporting dashboards, and workflow management toolsExperience supporting rare disease, specialty, or high-cost therapiesUnderstanding of payer coverage, reimbursement, utilization management, and access barriersExperience presenting to pharmaceutical brand, market access, patient services, or commercial teams #J-18808-Ljbffr
