Rosemont Pharmaceuticals · 14 hours ago
Patient Support Services Manager
Greenville, SC
Full-time
Onsite
Senior Level
5+ years expRosemont Pharmaceuticals is a trusted name in the development and manufacture of oral liquid medicines, dedicated to improving patient outcomes through innovation. The Patient Support Services Manager will lead operations connecting patients, prescribers, pharmacies, and payers, ensuring excellent patient access services and managing vendor performance.
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Responsibilities
Oversee and/or support frontline engagement (calls, portal, tickets) to ensure timely, empathetic, accurate guidance for patients and provider offices
Ensure complete and compliant documentation of enrolment, consent, and case notes within CRM/ticketing systems
Build office-level trust: train staff on how to use Rosemont support pathways and when to escalate
Own operational workflows for benefit verification, coverage triage, PA support (creation, submission tracking), and appeals coordination as needed
Coordinate with dispensing partners (retail/specialty/LTC/closed-door where applicable) to remove fulfilment barriers and speed time-to-therapy
Manage financial support pathways consistent with program rules: copay support (where applicable), cash options, patient assistance/bridge policies, and eligibility documentation
Implement refill continuity workflows (refill reminders, office follow-up, pharmacy problem solving) to reduce avoidable gaps in therapy
Identify top drivers of abandonment and drop-off (coverage edits, OOP shock, PA delays, pharmacy processing errors) and deploy fixes
Manage hub vendor(s) to contractual standards: establish SOPs, escalation pathways, and quality monitoring
Own KPI dashboard and performance management: Speed-to-answer / response times, Time-to-BV completion, PA cycle time and outcome tracking (where measurable), Abandonment rate, time-to-fill, refill continuity indicators, Case aging, escalation turnaround, complaint resolution
Lead QBRs with vendor(s); implement corrective action plans and continuous improvement projects
Partner with Market Access, Trade/Distribution, Sales leadership, Marketing, Medical/Regulatory (as applicable), Finance/Compliance to align patient support operations with brand strategy and field needs
Create clear escalation rules and internal readouts (top issues, trends, wins, and resource asks)
Identify workflow bottlenecks and implement improvements to increase throughput, quality, and patient/provider satisfaction
Ensure compliance with SOPs, privacy requirements, documentation standards, and approved communications
Produce weekly/monthly operating reports with insights and recommendations
Qualification
Required
5+ years in patient support / hub services / access operations in pharma (3–5 years acceptable with strong hub + reimbursement depth)
Demonstrated expertise in benefits verification, PA workflows, appeals coordination, and patient affordability navigation
Preferred
Bachelor's degree preferred (healthcare, business, life sciences) or equivalent relevant experience
Manager-level experience strongly preferred: leading teams and/or managing vendor performance, SLAs, and KPIs
Company
Rosemont Pharmaceuticals
Rosemont Pharmaceuticals manufactures and supplies liquid medicines.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2020-06-22Acquired
Recent News
2025-12-17
Company data provided by crunchbase