Manager, Patient Access Brand Strategy & Operations – Dermatology

About the role

The Manager, Patient Access Brand Strategy & Operations – Dermatology supports the operational execution and continuous improvement of Dermatology patient access services. This role focuses on the reliability and performance of day-to-day workflows across hub services, affordability/PAP components, and partner coordination.

Responsibilities

• Execute and optimize daily patient access operations, ensuring accurate case handling, timely processing, and adherence to approved business rules and SOPs.
• Serve as the primary day-to-day operational point of contact for assigned hub/vendor teams; coordinate prioritization, troubleshooting, and escalations.
• Track, trend, and report KPIs/SLAs (e.g., turnaround time, quality, abandonment, rework); maintain an issue log with root-cause analysis and documented remediation actions.
• Support implementation of program and process changes through controlled change management, including training and communication support for vendors and internal stakeholders.
• Conduct routine quality reviews of case files and reporting outputs; support audit readiness documentation and corrective and preventive actions (CAPA) as needed.
• Partner with Market Access, Brand/Commercial, Field teams, Specialty Pharmacy partners (as applicable), and DD&T/Analytics to support a cohesive patient and provider experience.
• Identify patient/provider friction points and implement process improvements that reduce administrative burden and improve speed-to-therapy.
• Prepare materials and insights for operational reviews and business readouts; ensure actions are tracked to closure.

Requirements

• Bachelor’s degree required; healthcare, business, public health, or related field preferred.
• 7+ years of experience in patient services/hub operations, patient access operations, affordability/PAP operations, specialty pharmacy operations, and/or related healthcare operations.
• Experience managing vendors or external partners and driving performance to defined KPIs/SLAs.
• Working knowledge of U.S. reimbursement/coverage dynamics and affordability pathways; experience supporting patient support programs in a regulated environment preferred.
• Strong operational execution and project management skills; experience supporting launch readiness and/or lifecycle change management preferred.
• Excellent written and verbal communication skills; ability to work effectively in a highly matrixed organization.
• Proficiency in Microsoft Office (Excel, PowerPoint); experience with case management/CRM platforms and BI tools preferred.
• Dermatology and/or specialty product experience is a plus.