Manager, Patient Assistance Program Operations

About the Role

The Pharmacy Solutions PAP Operations Manager provides direction to the team on operational processes and tools needed to administer Patient Assistance Programs (PAPs). This role focuses on program development, training, and operational excellence to ensure program effectiveness and exemplary patient care. The individual must have a comprehensive understanding of healthcare drug reimbursement, including private, government, and health exchange insurance, as well as knowledge of copay structures, benefit designs, and alternate coverage opportunities such as Medicaid, Medicare, and independent copay foundations.

Responsibilities

• Leadership: Creates a high-performance culture focused on delivering outstanding service to patients and healthcare providers. Manages and develops a team of exempt supervisors who provide PAP program oversight and management.
• Knowledge and Expertise: Possesses a broad understanding of environmental factors affecting medication access, including strong knowledge of access to AbbVie medications. Develops and maintains PAP policies and procedures that support regulatory, quality, and legal compliance. Communicates issues and initiatives effectively across all levels of the business.
• Compliance Management: Implements and maintains the effectiveness of the quality system. Monitors, tracks, and reports program metrics and status to ensure compliance with legal and regulatory guidelines.
• Customer Relations Management: Centers activities around the belief that the patient is the priority. Manages day-to-day opportunities for improving customer service and program design. Responds to inquiries from all levels of the organization, patients, and providers to address case-by-case hardships and ensure patients receive necessary care.
• Manages Pharmacy Solutions PAP Teams to provide exceptional customer service while identifying and implementing process improvements for program efficiency and effectiveness.
• Accountable for operating the program within legal and compliance guidelines, including regulations such as PDMA, HIPAA, and 21 CFR.

Requirements

• Bachelor’s Degree in Business or a Healthcare-related field.
• 5+ years of overall work experience, including a minimum of 3 years in patient and/or physician service programs and/or project management.
• 3+ years of reimbursement service knowledge and background.
• 2+ years of call center experience.
• Fluent in Excel, Word, and PowerPoint; working knowledge of Microsoft Access and Visio.
• Basic knowledge of AbbVie products.
• Knowledge of regulations and standards affecting Pharmaceutical Products (e.g., CFR 210/211, cGMP).
• Knowledge of regulations and compliance requirements affecting Patient Assistance Programs (e.g., PDMA, HIPAA, 21 CFR).

Benefits

• Comprehensive package including paid time off (vacation, holidays, sick leave).
• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Eligibility to participate in long-term incentive programs.