What are the responsibilities and job description for the Sr. Manager, Patient Access Operations position at Madrigal Pharmaceuticals?
ABOUT MADRIGAL: Madrigal is a biopharmaceutical company pursuing novel therapeutics for non-alcoholic steatohepatitis (NASH), also known as metabolic dysfunction associated steatohepatitis (MASH). Our first therapy, Rezdiffra (resmetirom), was granted accelerated approval by the U.S. Food and Drug Administration (FDA) for the treatment of adults with NASH with moderate to advanced liver fibrosis (consistent with stages F2 to F3 fibrosis) and is being studied in a Phase 3 trial for the treatment of NASH with compensated cirrhosis.
Role Overview
The Senior Manager, Patient Access Operations plays a key role in supporting the Director of Case Management Operations by ensuring the effective execution of daily patient access operations. This position provides hands-on oversight of case management processes, tracking performance trends, managing escalations, and reinforcing process adherence to drive operational efficiency.
By working closely with case management supervisors, vendor teams, and cross-functional partners, this role helps ensure that the strategic direction set by Patient Access leadership is successfully executed at the operational level. The ideal candidate is an experienced leader with a deep understanding of case management, patient access programs, and vendor oversight, with a strong ability to identify trends, resolve escalations, and enhance workflow efficiencies.
Position Responsibilities
Performance Metrics & SLA Execution
This role will support the execution of performance metrics and service level agreements by:
This role will support the management of field team escalations and communication pathways by:
This role will support the execution of strategic initiatives developed by Patient Access leadership by:
This role will support the oversight of case management performance and compliance by:
Madrigal is an Equal Opportunity Employer. All employment is decided on the basis of qualifications, merit, and business need. Applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex gender identity, sexual orientation, national origin, age, disability, protected veteran or disabled status, or other characteristic protected by applicable federal, state, or local law.
Unsolicited resumes from agencies should not be forwarded to Madrigal. Madrigal will not be responsible for any fees arising from the use of resumes through this source. Madrigal will only pay a fee to agencies if a formal agreement between Madrigal and the agency has been established.
Please be aware that we are currently receiving numerous reports of individuals misrepresenting themselves as Madrigal Pharmaceuticals’ Hiring Managers, seeking to engage with job candidates through fraudulent online advertisements or job posting sites. These unauthorized individuals are using Madrigal’s name and logo in an attempt to solicit up-front fees and obtain personal information from interested job candidates. Please know that Madrigal does not conduct interviews via text or in chat rooms; conduct interviews via Skype, RingCentral or solely via telephone; charge candidates an advance fee of any kind (e.g., fees for purchasing equipment); nor does it offer positions of employment without undergoing a thorough recruiting process. Interviews with Madrigal are conducted via the Zoom platform.
Please also note that any correspondence with regard to employment would come from an authorized madrigalpharma.com email address or from an email address from one of our trusted search firm partners. We are aware that incorrect/fraudulent email addresses, with Madrigal misspelled, have been utilized in these most recent fraud attempts. If you receive unsolicited employment offers from people claiming to work for Madrigal we recommend that you: do not respond to their questions; do not open any attachments; and do not click on any hyperlinks.
Role Overview
The Senior Manager, Patient Access Operations plays a key role in supporting the Director of Case Management Operations by ensuring the effective execution of daily patient access operations. This position provides hands-on oversight of case management processes, tracking performance trends, managing escalations, and reinforcing process adherence to drive operational efficiency.
By working closely with case management supervisors, vendor teams, and cross-functional partners, this role helps ensure that the strategic direction set by Patient Access leadership is successfully executed at the operational level. The ideal candidate is an experienced leader with a deep understanding of case management, patient access programs, and vendor oversight, with a strong ability to identify trends, resolve escalations, and enhance workflow efficiencies.
Position Responsibilities
Performance Metrics & SLA Execution
This role will support the execution of performance metrics and service level agreements by:
- Collaborating with case management supervisors to track and address performance trends at the regional level
- Monitoring case workflows to identify and escalate issues impacting service standards and turnaround times
- Ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs) to drive program success
This role will support the management of field team escalations and communication pathways by:
- Serving as the primary point of contact for field escalations, working with AssistRx for timely resolution
- Identifying trends in field team escalations and recommending scalable solutions to prevent recurring issues
- Improving communication pathways between case managers and field teams to streamline escalation resolution, share access insights, and enhance service delivery
This role will support the execution of strategic initiatives developed by Patient Access leadership by:
- Coordinating execution efforts with AssistRx supervisors and team leads
- Supporting the adoption of new workflows and reinforcing best practices across the case management team
- Partnering with training teams to ensure consistent onboarding, skill development, and reinforcement of core program objectives
This role will support the oversight of case management performance and compliance by:
- Monitoring daily adherence to processes, training, and performance expectations
- Working closely with AssistRx supervisors to address quality gaps and ensure consistency across teams
- Identifying territory-level challenges and ensuring appropriate corrective actions are taken
- Ensuring compliance with program policies, regulatory guidelines, and patient access best practices
- Bachelor’s degree in a related field or life sciences required
- 5 years of experience in the pharmaceutical/biotech industry, preferably in patient access, case management, HUB operations, or reimbursement services
- Strong knowledge of health insurance and specialty pharmacy distribution models
- Experience in vendor oversight, SLA management, and operational performance monitoring within a patient support or case management setting
- Demonstrated ability to identify performance trends, implement process improvements, and manage escalations efficiently
- Strong problem-solving and analytical skills, with experience tracking and utilizing KPIs to measure and enhance program performance
- Proven ability to collaborate cross-functionally with internal teams, vendors, and field teams to ensure operational efficiency and service excellence
- Continuous improvement mindset, capable of driving workflow enhancements and operational alignment with strategic goals
- Excellent communication and interpersonal skills, with the ability to influence, train, and support cross-functional stakeholders
- Travel required to vendor and home office locations ~25%
- Role is based in Waltham, MA and will require 3 days a week in office.
Madrigal is an Equal Opportunity Employer. All employment is decided on the basis of qualifications, merit, and business need. Applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex gender identity, sexual orientation, national origin, age, disability, protected veteran or disabled status, or other characteristic protected by applicable federal, state, or local law.
Unsolicited resumes from agencies should not be forwarded to Madrigal. Madrigal will not be responsible for any fees arising from the use of resumes through this source. Madrigal will only pay a fee to agencies if a formal agreement between Madrigal and the agency has been established.
Please be aware that we are currently receiving numerous reports of individuals misrepresenting themselves as Madrigal Pharmaceuticals’ Hiring Managers, seeking to engage with job candidates through fraudulent online advertisements or job posting sites. These unauthorized individuals are using Madrigal’s name and logo in an attempt to solicit up-front fees and obtain personal information from interested job candidates. Please know that Madrigal does not conduct interviews via text or in chat rooms; conduct interviews via Skype, RingCentral or solely via telephone; charge candidates an advance fee of any kind (e.g., fees for purchasing equipment); nor does it offer positions of employment without undergoing a thorough recruiting process. Interviews with Madrigal are conducted via the Zoom platform.
Please also note that any correspondence with regard to employment would come from an authorized madrigalpharma.com email address or from an email address from one of our trusted search firm partners. We are aware that incorrect/fraudulent email addresses, with Madrigal misspelled, have been utilized in these most recent fraud attempts. If you receive unsolicited employment offers from people claiming to work for Madrigal we recommend that you: do not respond to their questions; do not open any attachments; and do not click on any hyperlinks.
