Patient Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Report directly to the Executive Director of Patient Support Services.

• Work collaboratively with patients, caregivers, healthcare providers, and external patient services to deliver an exceptional patient experience.

• Supervise contracted patient support agents, focusing on performance metrics, accuracy, customer engagement, and training.

• Create and uphold Standard Operating Procedures and Work Instructions for IovanceCares Patient and Reimbursement Support programs.

• Coordinate with Case Management and Payer Access Cell Therapy teams to address complex reimbursement challenges and provide necessary training.

• Engage with community accounts linked to GPOs to facilitate case management and reimbursement processes.

• Collaborate with interdisciplinary healthcare teams at treatment centers.

• Manage and audit applications for patient assistance programs.

• Oversee PSS reimbursement support services.

• Evaluate the needs of patients, caregivers, and providers; formulate action plans to tackle reimbursement barriers and support the initiation and continuation of treatment.

• Handle issues related to patient and provider programs, including vendor management, eligibility processes, escalations, and program enhancements.

• Provide reimbursement expertise to internal teams across sales, marketing, medical affairs, market access, national accounts, legal, and finance.

• Maintain a strong understanding of reimbursement and market access trends.

• Identify opportunities for enhancement in the patient access journey.

• Ensure compliance with patient services policies and procedures.

• Contribute ideas for materials that raise awareness of IovanceCares services.

• Gather and compile patient services analytics into formats ready for presentation.

• Monitor and document decisions in relevant trackers.

• Assist with vendor-related inquiries.

• Perform additional duties as assigned.

• Travel required is less than 10%.

⛳️ Requirements

• A minimum of 8 years of relevant experience with a bachelor’s degree, or 6 years with a master’s degree; 3 years of experience with a PhD; or 10 or more years of equivalent experience with a high school diploma.

• Previous experience in Patient Services case management and reimbursement support within a biotech or pharmaceutical company/Hospital.

• Strong knowledge of the healthcare industry, including private and government payer landscapes, as well as patient and inpatient reimbursement access and support.

• Ability to prioritize and organize a high volume of cases and complete projects within deadlines.

• Familiarity with HIPAA/HITECH regulations and laws pertaining to the protection of patient identifying information.

• Capacity to excel in a fast-paced environment, adapt to changes, and promptly address complex problems.

• Ability to function effectively within a complex organizational structure.

• Outstanding oral and written communication skills.

• Capability to work independently and as part of a team.

• Must adhere to the core values, policies, procedures, and business ethics of Iovance Biotherapeutics.

• Preferred: experience in oncology Patient Services programming and with new-to-market therapies.

• Preferred: familiarity with complex IT systems or portals that support customer service, healthcare scheduling, supply chain management, and call centers.

• Preferred: experience in heavily regulated, quality-control-focused environments.

• Preferred: background in hospital settings.

• Preferred: knowledge of CPT/HCPCS and ICD-10 diagnosis codes.

• Preferred: familiarity with hospital claims forms.

• Must be able to remain stationary, either standing or sitting, for extended periods.

• Must be capable of moving within an office environment and exerting up to 10 pounds of force occasionally.

• Visual acuity is necessary for data preparation and analysis, as well as extensive reading and viewing of computer screens.

• Requires repetitive wrist, hand, and/or finger motions.

• Must be able to effectively communicate with others to exchange information.

• Requires clear conceptual thinking, sound judgment, problem-solving abilities, discretion, stress management skills, multitasking capabilities, and the ability to meet deadlines.

🏝️ Benefits

• Remote office environment.

• Reasonable accommodations available upon request.

• Travel requirements are less than 10%.