[Remote] Customer Success Manager - Patient Access Programs

Note: The job is a remote job and is open to candidates in USA. Flora Health 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 involves managing the execution of patient access solutions and coordinating between various stakeholders to achieve program objectives.ResponsibilitiesServe 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 metProvide guidance and support related to patient access workflows, including:Copay and affordability programsPatient support programs (PSPs)Hub servicesPrior authorization processesPAP programsPharmacy programsBenefits investigation workflowsBridge and quick-start programsSpecialty pharmacy coordinationEnrollment and referral managementUnderstand common manufacturer patient access strategies and operational modelsIdentify workflow improvements that reduce friction for patients, providers, and care teamsProvide proactive guidance and insight on industry trends, tools, and standards across the access landscape to better the day-to-day work and client expectationsPartner 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 resolutionTrack 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 leadershipMaintain 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 proceduresSkills3–7 years of experience in patient access, pharmaceutical services, healthcare operations, customer success, account management, program management, or hub servicesDirect experience supporting one or more of the following: Copay programs, Patient support programs, Hub services, Prior authorization programs, PAP programs, Pharmacy programs, Specialty pharmacy operations, Benefits investigation workflows, Manufacturer patient access programsStrong 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 detailExperience 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 teamsCompany OverviewFlora Health is a healthcare tech company that provides health system integration, clinical data services, and EHR connectivity. It was founded in 2021, and is headquartered in Sparta, New Jersey, USA, with a workforce of 11-50 employees. Its website is https://www.florahealth.io.