Patient Services Representative

Cabaletta Bio Inc.•Philadelphia, PA

12d•Hybrid

About The Position

The Patient Services Representative (PSR) serves as a critical liaison between internal clinical groups, clinical sites, and internal operational functions (Manufacturing, Supplier Management, and Quality) to ensure the seamless coordination and timely execution of the patient journey. This role is responsible for tracking patient-specific timelines, proactively identifying and resolving bottlenecks, and ensuring cross-functional alignment so that patients receive therapies, products, or services without delay. This position requires strong organizational skills, cross-functional communication ability, and a working understanding of clinical operations, manufacturing processes, and quality/compliance requirements.

Requirements

Bachelor's degree in life sciences, healthcare administration, business, or related field (or equivalent experience).
2+ years of experience in patient services, or a related healthcare/biotech/pharma role.
Demonstrated ability to coordinate across multiple internal functions (e.g., clinical, manufacturing, supply chain, quality).
Strong organizational and project management skills, with the ability to manage multiple patient timelines simultaneously.
Excellent written and verbal communication skills; comfortable interfacing with clinical site staff and internal stakeholders at varying levels.
High attention to detail and comfort working within regulated environments (GxP, HIPAA, etc.).

Nice To Haves

Experience in cell/gene therapy, personalized medicine, or other complex/time-sensitive treatment modalities where "vein-to-vein" or similarly tight timelines are critical.
Familiarity with manufacturing scheduling, supply chain logistics, or quality/regulatory processes in a biotech or pharmaceutical setting.
Experience working directly with clinical trial sites or hospital systems.

Responsibilities

Serve as the primary point of contact between internal teams and external clinical sites regarding patient status and journey milestones.
Coordinate with clinical site staff (investigators, coordinators, nurses) to gather, confirm, and relay patient-specific information needed to progress the patient journey.
Own end-to-end visibility of individual patient timelines, from initiation through product delivery/administration.
Provide regular status updates to internal stakeholders and, where appropriate, to clinical sites regarding patient progress.
Partner with Manufacturing teams to confirm production scheduling, batch status, and any manufacturing-related updates that impact patient timelines.
Liaise with Quality teams to monitor release timelines, quality holds, deviations, or compliance issues that could impact delivery to the patient.
Facilitate timely communication across these groups to ensure alignment on critical path activities and resolve conflicts or delays.
Ensure all patient journey activities are conducted in accordance with applicable regulatory, quality, and company compliance requirements.
Support audits and inspections by maintaining thorough, accurate documentation of patient journey activities.
Identify opportunities for process improvement in patient coordination workflows and contribute to implementation of best practices.
Maintain confidentiality and handle patient information in compliance with HIPAA/GDPR (or applicable regional privacy regulations).