Program Manager

Purpose:

The HUB Program Manager for Patient Support Services is responsible for driving the operational success and service excellence of a designated HUB patient support program. This role owns the end-to-end delivery of program services, ensuring alignment with client expectations, regulatory compliance, and contractual performance standards. As the primary point of contact for client communication and relationship management, the HUB Program Manager will provide expert program oversight and lead the program team to ensure accurate, timely referral processing and optimal patient experience. The HUB Program Manager will leverage data insights to monitor performance, evaluate efficiencies, and drive continuous improvement across all program operations.

This role requires a leader with a deep understanding of HUB services, the ability to manage complex program dynamics, and a strong command of program analytics to inform strategy and enhance outcomes. Success in this role means delivering measurable results, strengthening client trust, and continuously innovating to improve patient care and program value.

Responsibilities:

• Lead all aspects of HUB program execution, ensuring service levels, compliance, and performance targets are consistently met.
• Oversee contractual obligations, reporting, and day-to-day program operations for pharmaceutical manufacturer clients.
• Ensure full adherence to program business rules and regulatory requirements; proactively address potential compliance risks.
• Analyze program metrics to identify trends, evaluate performance, and develop data-driven strategies for improvement.
• Design and implement solutions to track KPIs and uncover operational efficiencies.
• Serve as the primary client contact for program updates, referral status, and issue resolution.
• Conduct regular meetings and business reviews with clients; deliver clear, insightful presentations on program performance, patient outcomes, and improvement opportunities.
• Respond promptly to client inquiries on program design, industry trends, and service expectations.
• Work closely with internal teams to ensure timely and accurate referral processing.
• Partner with leadership and Account Director to drive innovation and enhance overall program effectiveness.
• Identify and implement initiatives that improve patient care solutions and operational workflows.
• Develop and maintain SOPs, training materials, and quick reference guides to support program operations and team readiness.
• Build and maintain strong relationships with manufacturer contacts and HUB partners to ensure alignment and satisfaction.
• Develop and present quarterly business reviews to client and partners.
• Perform other responsibilities as assigned to support program success and organizational goals. 

 Required Qualifications:

• Bachelor’s Degree or equivalent work experience.
• 3-5 years’ experience in healthcare management 
• Experience in a client facing account or program management role
• Proficiency with Microsoft Office programs (Excel, Powerpoint, Outlook, etc.)

 Preferred Qualifications:

• Experience in pharmacy, HUB services, or the broader healthcare industry
• Proficiency with data analysis tools or platforms (e.g., web-based systems, CRM systems, telephony software and systems, etc.)
• Strong analytical mindset with exceptional attention to detail
• Proven ability to document business requirements and create user-friendly training materials
• Excellent written and verbal communication skills
• Demonstrated ability to exercise sound judgment and make independent decisions
• Skilled at managing multiple priorities and delivering results in a fast-paced environment

Work Environment:

RareMed offers a hybrid work structure, combining remote work and in-office requirements. The frequency of onsite requirements will vary depending on role, operational needs, meetings, client visits, or team collaboration activities. Employees must be within commuting distance to Pittsburgh, PA, and able to report to the office when needed. We will provide advance notice when possible. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. When telecommuting, employees must have reliable internet access to utilize required systems and software required for the position's responsibilities. The amount of time the employee is expected to work per day or pay period will not change while working from home. Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, lighting, comfortable temperature, furniture, etc. Employee’s teleworking space should be separate and distinct from their “home space” and allow for privacy.

Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.