Patient Operations Manager

Iovance Biotherapeutics

2h•$140,000 - $160,000•Remote

About The Position

The Patient Operations Manager is pivotal in the organization and reports to the Executive Director, Patient Support Services. The role collaborates with patients, caregivers, healthcare providers, and external patient services to deliver a high-quality patient experience. It requires expertise in inpatient reimbursement and execution of tactical activities aligned with strategic priorities. The manager focuses on the HUB and clinical support infrastructure, working with internal and external resources to address access barriers for AMTAGVI patients. The role collaborates with cross-functional partners and gains exposure to Proleukin. It oversees the accurate and efficient management of IovanceCares Patient & Reimbursement Support for patients receiving AMTAGVI treatment. The position requires strong communication, organization, and problem-solving skills, along with extensive knowledge of patient and reimbursement support programs. Travel is less than 10%.

Requirements

At least 8 years of related experience with a bachelor’s degree, 6 years with a master’s degree, 3 years with a Ph.D., or 10 or more years of equivalent experience with a high school diploma.
Prior experience in patient services case management and reimbursement support at a biotechnology or pharmaceutical company or hospital.
Strong understanding of the healthcare industry, private and government payer landscape, and patient and inpatient reimbursement access and support.
Ability to prioritize and organize large volumes of cases and complete projects on time.
Knowledge of regulations and laws governing protection of patient-identifying information, including HIPAA and HITECH.
Ability to thrive in a fast-paced environment, adapt to change, and strategically resolve complex problems promptly.
Ability to work effectively within a complex organizational structure.
Exceptional oral and written communication skills.
Ability to work autonomously and collaboratively as needed.
Ability to remain stationary, standing or sitting, for prolonged periods.
Ability to move about an office and exert up to 10 pounds of force occasionally, or negligible force frequently or constantly, to move objects.
Visual acuity to prepare and analyze data and figures, view a computer screen, and read extensively.
Ability to perform repetitive wrist, hand, and/or finger movements.
Ability to communicate with others to exchange information.
Clear and conceptual thinking, sound judgment, troubleshooting, problem-solving, analysis, discretion, stress management, ability to handle multiple priorities, and ability to meet deadlines.

Nice To Haves

Experience in oncology patient services programming and with new-to-market therapies.
Experience with complex IT systems or portals supporting customer service, healthcare scheduling, supply chain management, or call centers.
Familiarity with heavily regulated, quality-control-driven environments, including following SOPs and applying their principles to situations not specifically defined.
Hospital experience.
Familiarity with CPT/HCPCS and ICD-10 diagnosis codes.
Familiarity with hospital claims forms.

Responsibilities

Oversee contracted patient support agents’ performance metrics, accuracy, and customer engagement.
Develop and maintain Standard Operating Procedures (SOPs) and Work Instructions (WIs) for IovanceCares Patient and Reimbursement Support programs.
Coordinate with the Case Management team on complex reimbursement issues, resolutions, and training needs.
Coordinate with the Payer Access Cell Therapy team on complex reimbursement issues, resolutions, and training needs.
Work with key community accounts affiliated with GPOs to provide case management and reimbursement support that helps patients access Iovance products.
Oversee and support training requirements for contracted patient services agents.
Collaborate with interdisciplinary healthcare teams at treatment centers, including Nurse Navigators, financial and billing administrators, patient support and access staff, and social workers.
Oversee and conduct routine audits of patient assistance program applications.
Oversee PSS reimbursement support services.
Assess patient, caregiver, and provider needs and develop action plans to identify and troubleshoot reimbursement barriers, support treatment initiation, and help ensure continuity of treatment.
Anticipate and manage patient and provider program issues; oversee vendors and eligibility processes; resolve escalated issues; and implement program improvements.
Provide reimbursement expertise in case support to internal stakeholders, including field sales, marketing, medical affairs, market access, national accounts, legal, and finance.
Maintain knowledge of business operations, reimbursement, and market access.
Identify opportunities to improve the patient access journey.
Ensure compliance with Iovance patient services policies and procedures.
Provide input on materials that increase provider and patient/caregiver awareness of IovanceCares services.
Request data analytics for patient services programs and consolidate them into presentation-ready formats.
Manage and track decisions in trackers.
Assist with vendor-related issues.
Adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.
Perform miscellaneous duties as assigned.