Patient Support Services Manager

For over 50 years, Rosemont Pharmaceuticals has been a trusted name in the development and manufacture of oral liquid medicines. With a portfolio of over 130 products — including 70 licensed medicines — we’re proud to support healthcare professionals and patients, especially those with swallowing difficulties.

Our purpose is clear: to improve patient outcomes through innovation in liquid formulations. We’re highly respected across the pharmaceutical industry and have played a key role in establishing best practices for dysphagia care.

Our mission is to create a globally connected, people-focused organisation where every individual is empowered to thrive and achieve their best. If you re passionate about making a meaningful impact to patients across the world and want to be part of a company with a strong heritage and ambitious vision, we’d love to hear from you.

Lead Rosemont’s patient support operations as the connection point between patients, prescribers, pharmacies, and payers. This role will own day-to-day execution and continuous improvement of patient access services—benefits verification, PA support, appeals coordination, copay/cash pathways, refill continuity, and issue resolution—while managing hub/vendor performance and ensuring a consistently excellent patient and provider experience.

This role is based from our offices in Greenville, South Carolina.

• 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
• 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.

• Strong patient/provider communication with excellent judgment and escalation discipline.
• Operational leadership: builds SOPs, trains teams, drives consistency and quality.
• Analytical mindset: KPI tracking, root-cause analysis, process improvement execution.
• Systems proficiency: CRM/ticketing, eligibility tools, Excel/Sheets; ability to translate data into action.
• High integrity and compliance-first orientation.

• Bachelor’s degree preferred…