Customer Success Manager - Patient Access Programs job at FLORA

Position Summary

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 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.

Key Responsibilities

Client Success & Program Management

• Serve as the primary day-to-day contact for assigned pharmaceutical manufacturer accounts and patient access programs.
• Lead program onboarding, implementation, launch, and ongoing management activities.
• Develop and maintain program plans, timelines, deliverables, and stakeholder communications.
• Facilitate regular client meetings, status reviews, and business reviews.
• Monitor program performance and proactively identify opportunities for optimization and growth.
• Ensure client objectives, contractual commitments, and operational requirements are consistently met.

Patient Access Subject Matter Expertise

• Provide guidance and support related to patient access workflows, including:
  • Copay and affordability programs
  • Patient support programs (PSPs)
  • Hub services
  • Prior authorization processes
  • PAP programs
  • Pharmacy programs
  • Benefits investigation workflows
  • Bridge and quick-start programs
  • Specialty pharmacy coordination
  • Enrollment and referral management
• Understand common manufacturer patient access strategies and operational models.
• Identify workflow improvements that reduce friction for patients, providers, and care teams.
• Provide proactive guidance and insight on industry trends, tools, and standards across the access landscape to better the day-to-day work and client expectations.

Cross-Functional Coordination

• Partner with Product, Operations, Analytics, Medical Strategy, and Engineering teams to support program execution.
• Coordinate implementation activities with hub vendors, specialty pharmacies, technology partners, and manufacturer stakeholders.
• Translate client needs into actionable requirements for internal teams.
• Escalate risks, dependencies, and issues while driving timely resolution.

Performance Monitoring & Reporting

• Track key program metrics and performance indicators.
• Analyze campaign, enrollment, utilization, and access-related data.
• Develop client-facing reports and executive summaries.
• Present performance insights and recommendations to clients and internal leadership.

Operational Excellence

• Maintain accurate project documentation and program records.
• Ensure compliance with applicable privacy, regulatory, and contractual requirements.
• Support continuous improvement initiatives related to patient access workflows and customer experience.
• Contribute to the development of best practices, playbooks, and standard operating procedures.

Required Qualifications

• 3–7 years of experience in patient access, pharmaceutical services, healthcare operations, customer success, account management, program management, or hub services.
• Direct 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 programs
• Strong understanding of the pharmaceutical patient access ecosystem.
• Experience managing external clients and multiple concurrent projects.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to navigate complex healthcare workflows and operational processes.
• Strong organizational skills with exceptional attention to detail.

Preferred Qualifications

• Experience working for a pharmaceutical manufacturer, hub vendor, specialty pharmacy, patient services organization, market access agency, or healthcare technology company.
• Familiarity with patient access technology platforms, CRM systems, reporting dashboards, and workflow management tools.
• Experience supporting rare disease, specialty, or high-cost therapies.
• Understanding of payer coverage, reimbursement, utilization management, and access barriers.
• Experience presenting to pharmaceutical brand, market access, patient services, or commercial teams.

• Serve as the primary day-to-day contact for assigned pharmaceutical manufacturer accounts and patient access programs.
• Lead program onboarding, implementation, launch, and ongoing management activities.
• Develop and maintain program plans, timelines, deliverables, and stakeholder communications.
• Facilitate regular client meetings, status reviews, and business reviews.
• Monitor program performance and proactively identify opportunities for optimization and growth.
• Ensure client objectives, contractual commitments, and operational requirements are consistently met.
• Provide guidance and support related to patient access workflows, including: Copay and affordability programs, Patient support programs (PSPs), Hub services, Prior authorization processes, PAP programs, Pharmacy programs, Benefits investigation workflows, Bridge and quick-start programs, Specialty pharmacy coordination, Enrollment and referral management.
• Understand common manufacturer patient access strategies and operational models.
• Identify workflow improvements that reduce friction for patients, providers, and care teams.
• Provide proactive guidance and insight on industry trends, tools, and standards across the access landscape to better the day-to-day work and client expectations.
• Partner with Product, Operations, Analytics, Medical Strategy, and Engineering teams to support program execution.
• Coordinate implementation activities with hub vendors, specialty pharmacies, technology partners, and manufacturer stakeholders.
• Translate client needs into actionable requirements for internal teams.
• Escalate risks, dependencies, and issues while driving timely resolution.
• Track key program metrics and performance indicators.
• Analyze campaign, enrollment, utilization, and access-related data.
• Develop client-facing reports and executive summaries.
• Present performance insights and recommendations to clients and internal leadership.
• Maintain accurate project documentation and program records.
• Ensure compliance with applicable privacy, regulatory, and contractual requirements.
• Support continuous improvement initiatives related to patient access workflows and customer experience.
• Contribute to the development of best practices, playbooks, and standard operating procedures.

• Strong client management skills
• Direct experience in patient access operations
• Deep understanding of patient access barriers
• Excellent communication skills
• Excellent presentation skills
• Excellent stakeholder management skills
• Ability to navigate complex healthcare workflows and operational processes
• Strong organizational skills
• Exceptional attention to detail

• 3–7 years of experience in patient access, pharmaceutical services, healthcare operations, customer success, account management, program management, or hub services.
• Direct 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 programs.
• Strong understanding of the pharmaceutical patient access ecosystem.
• Experience managing external clients and multiple concurrent projects.