Manager, Executive Patient Access

Job Title
Manager, Executive Patient Access

Requisition



Location

Bridgewater, NJ

Additional Locations

Hazelwood, MO, Malvern, PA
Job Description Summary
The Patient Access Manager Executive (Executive PAM) is a highly strategic leader within Keenova's Patient Access organization who serves as a trusted partner to patients, caregivers, and internal stakeholders to optimize the patient access experience across the treatment journey. The Executive PAM represents Keenova's commitment to patient access and engagement by identifying barriers to therapy, driving innovative solutions, and facilitating successful patient outcomes through education, advocacy, and cross-functional collaboration.
Having developed advanced expertise in patient access, reimbursement, and affordability programs, the Executive PAM recognizes emerging market trends, access challenges, and policy changes that may impact patients. The Executive PAM synthesizes operational and market insights to anticipate needs, influence best practices, and supports strategic initiatives that improve access to therapy while enhancing the patient and customer experience.
The Executive PAM serves as a subject matter expert and consultative resource for patients, caregivers, FRMs and other internal stakeholders. Through deep knowledge of patient support programs, payer processes, reimbursement pathways, and patient engagement strategies, the Executive PAM delivers education, guidance, and tailored solutions that address complex access barriers and support therapy initiation and continuity.
As a senior leader within the Patient Access organization, the Executive PAM strategically engages internal and external partners to strengthen relationships, identify opportunities for process improvement, and align patient access initiatives with organizational goals. This role leverages extensive experience across the healthcare ecosystem to advance patient-centric solutions, drive operational excellence, and contribute to the evolution of Keenova's patient support programs.

The Patient Access Manager Executive serves as the most senior individual contributor within the Patient Access organization and is responsible for shaping patient engagement strategy, influencing enterprise decision making, and driving continuous improvement across the patient access ecosystem. Through thought leadership and cross-functional influence, the Executive PAM establishes organizational best practices, advises leadership on emerging access challenges, and champions initiatives that improve patient outcomes, operational excellence, and business performance.
The Executive PAM confidently collaborates with patients, caregivers, FRM's and key internal stakeholders to address complex access and engagement challenges. Through thought leadership, strategic problem solving, and a commitment to delivering an exceptional patient experience, the Executive PAM influences practice transformation (via the FRM), supports access innovation, and helps ensure patients receive timely and appropriate access to prescribed therapies.

Job Description

Key Responsibilities:

Patient Support

• Critical point person for all reimbursement and acquisition logistical aspects of a high touch biologic medication for an orphan disease, and testosterone products with multiple acquisition options within a changing payer landscape.
• Personally manages only the most complex, high-impact patient access situations and organizational escalations.
• Assists patients with questions related to Buy/Bill BI management. Educate/Assist with Specialty Pharmacy (SP) understanding, expectations and logistics. Continually educate patients on appropriate steps, educate on the importance of answering the phone throughout the journey to ensure there are no delays
• Primary responsibilities include:
• Managing patient assistance and reimbursement support services offered to patients and related to patient access to buy/bill products.
• Coordinating with Keenova's patient support services program representatives (as necessary)
• Educating office staff on the use of Buy/Bill products patient assistance and reimbursement support services.
• Educating patients on the Buy/Bill process, patient assistance and reimbursement support services.
• Utilizing data to critically think through acquisition challenges from a variety of outlets including SP and Specialty Distributors
• Is proficient in business analytics and can use this to understand common logistical issues in accounts and escalate cases appropriately so that the FRM can proactively develop plans for remediation.

• Assist new patients from a reimbursement perspective to inform them about the reimbursement process as well as education on various MARC approved resources pertaining to reimbursement, acquisition and financial assistance.

Specialty Pharmacy (SP) Support

• Work closely with the external and internal customers to trouble shoot any SP related issues. Executive PAM's work closely with their FRM partner to manage any customer-related issues directly with the SP's.
• SP experience is critical. Each Executive PAM must be an expert in SP logistics and operations.
• Must be able to analyze data and know how to make that data into actionable steps to facilitate patient access to Keenova products.
• Work closely with SP's to understand logistical issues that arise and provide MARC approved resources and programs to facilitate patient access as well as communicate with SP's to find resolutions to issues that arise at the SP.
• Identify gaps in knowledge of patients from a SP process and help provide education for the patient to better understand their role

Strategic Leadership, Mentorship & Enterprise Influence

• Serve as the organizational authority for Patient Access Liaison best practices, providing expert consultation on complex access, reimbursement, and patient experience matters across the organization.
• Lead onboarding and training of new team members including, but not limited to, creating material, sharing best practices, reimbursement expertise, and patient engagement strategies.
• Own creation and maintenance of PAM onboarding resources, workflow guidance, and knowledge repositories.
• Serve as PAM representative for launch readiness by developing SOP's and playing an active role in launch task force meetings
• Assess launch risks and identify strategies impacting patient access and program performance.
• Own the design and evolution of patient access performance frameworks, launch readiness metrics, escalation governance structures, and patient experience measurement strategies utilized across patient support programs.
• Accountable for influencing patient access performance, program effectiveness, operational efficiency, and key patient support KPIs across the enterprises.
• Represent Patient Support Services in cross-functional workstreams involving Customer Experience, compliance, marketing, and other teams.
• Identify emerging reimbursement, payer, and access trends and proactively communicate risks and opportunities to leadership.
• Influence organizational decision-making by translating field observations into strategic recommendations.
• Govern the development of patient access resources, tools, educational materials, and process enhancements.
• Facilitate knowledge-sharing sessions and case reviews to strengthen organizational capabilities.
• Act as an escalation resource for complex patient access or reimbursement situations requiring advanced expertise
• Own comprehensive assessment of the patient journey and identify barriers impacting therapy initiation
• Own development and growth of patient access liaison best practices across the organization.
• Establish strategic priorities for patient support programs based on reimbursement trends, patient needs, and market dynamics.
• Acts as a strategic advisor to Customer Experience, Market Access, Commercial Operations, and Brand Leadership teams regarding patient access trends, reimbursement risks, patient engagement strategies, and evolving market dynamics.
• Champion solutions that improve the experience of patients and caregivers.Serve as the internal expert on patient journey mapping and access-related customer experience improvements.

Internal Partnerships

• Consistent, reliable, timely, and high-quality support for patients, caregivers, and internal stakeholders to ensure a seamless patient experience and reduce barriers to treatment access. Serves as a trusted resource throughout the patient journey while maintaining appropriate compliance and regulatory boundaries.
• Demonstrates leadership by establishing a patient-centered, solutions-oriented approach to identifying, escalating, and helping resolve access barriers impacting treatment initiation, continuity of care, affordability, and overall patient experience. Specific examples include:
• Identify patients experiencing complex access, reimbursement, affordability, healthcare literacy, or logistical challenges and develop individualized strategies to support timely treatment initiation and continuity of care.
• Partner with Case Managers, specialty pharmacies, provider offices, and FRMs to coordinate resources, remove barriers, and support positive patient outcomes.
• Serve as the patient's advocate by proactively identifying concerns, obstacles, and unmet needs and escalating issues appropriately to facilitate timely resolution.
• Gather and communicate actionable patient insights related to access barriers, affordability challenges, treatment journey obstacles, and healthcare literacy concerns to inform program enhancements and organizational decision-making.
• Identify trends impacting patient experience and treatment access and provide recommendations that support continuous improvement of patient support programs, operational processes, and patient engagement strategies.
• Empower patients and caregivers to navigate complex healthcare systems through education, support, resource awareness, and reinforcement of treatment journey milestones, promoting patient self-advocacy and informed decision-making.
• Act as the "Voice of the Patient" by translating patient experiences and access challenges into meaningful recommendations that influence patient support strategy, operational priorities, resource allocation, and future program design.
• Collaborate with internal stakeholders to evaluate patient support services, identify opportunities to improve the patient experience, reduce treatment delays, and enhance overall access effectiveness.
• Provide guidance to internal stakeholders regarding patient support program offerings, patient engagement best practices, and appropriate patient interactions consistent with company policies and compliance requirements

Advocacy:

• Serve as the "Voice of the Patient" by identifying recurring challenges, unmet needs, and treatment journey obstacles.
• Translate patient experiences into actionable recommendations for leadership, operations, training, and patient support programs.
• Identify systemic barriers affecting multiple patients and advocate for organizational changes that improve patient outcomes.
• Present patient insights and trends to leadership teams to influence program design, resource allocation, and patient support strategy.
• Recommend process improvements that reduce delays, improve adherence, and enhance the overall patient experience

Qualifications:

Education & Experience:

• BS or equivalent is required; MBA or advanced degree ideal.
• Physician Administered Product Experience required
• 10-15 years of relevant experience in the Biopharma industry required.
• 8-10 years of reimbursement experience required.
• Previous experience working with vendor relationships desirable.
• Previous experience managing customer interactions.
• Experience onboarding team members.
• Proven ability to identify systemic business issues and drive solutions that improve patient and organizational outcomes.
• Demonstrated history of translating field insights into strategic recommendations that influence business decisions.
• Recognized subject matter expert with demonstrated ability to influence organizational strategy through access, reimbursement, and patient experience insights.
• Demonstrated experience leading enterprise-wide initiatives, establishing best practices, and driving organizational change through influence rather than direct authority.
• Experience leading others without direct authority

Knowledge:

• Systemic understanding of the global payer and distribution environment, in particular, biologic In-Office Injectables (IOI) in the U.S.
• Understanding of coverage, coding (diagnostic, procedural and product), payment and reimbursement requirements and policies.
• Knowledge / expertise in Local Coverage Determinations (LCDs) per each regional MAC for all Keenova products.
• Knowledgeable on Medicare billing/coding and appeal process; interpret and understand Medicare EOBs.
• Understands the legislative, legal and regulatory environments and anticipates potential impact to Keenova.
• Solid understanding of coverage policy creation, interpretation and management.
• Understanding of buy-and-bill channel
• Understanding of Specialty Pharmacy channel
• Knowledge of HIPAA requirements & FDA regulations
• Understands effective communication techniques, including when to guide a conversation and when to actively listen to encourage patient engagement and understanding.
• Possesses the ability to translate complex clinical, reimbursement, or program-related information into clear, simple, and actionable language.
• Demonstrates sound judgment in determining the appropriate level of detail for different audiences and situations, balancing high-level communication with in-depth discussion as needed.

Skills & Abilities:

• Aware of emerging healthcare trends and policy, has ability to synthesize clinical literature, reimbursement information and use this information to initiate conversations, anticipate and effect positive change for the patients, and strategically advocate for process or practice changes.
• Strong written and verba