Patient Operations Manager

About Iovance Biotherapeutics, Inc.  

Iovance Biotherapeutics, Inc.  is the global leader in innovating, developing, and delivering tumor infiltrating lymphocyte (TIL) cell therapies for patients with solid tumors. Amtagvi® (lifileucel) is the first FDA-approved, one-time treatment for previously treated advanced melanoma, now approved in three global markets and available at more than 95 authorized treatment centers. The Iovance TIL platform spans registrational trials and next-generation programs in additional solid tumors, including gene-edited and IL-12 tethered TIL therapies, next-generation IL-2, and precision immuno-oncology approaches. As the first and only company to take TIL therapy from concept to a broadly accessible commercial treatment, Iovance operates as an end-to-end cell therapy company, anchored by fully owned, centralized U.S.-based manufacturing that is scaled to serve thousands of cancer patients worldwide each year. For more information, please visit www.iovance.com. 

Amtagvi® and its accompanying design marks, Proleukin^®, Iovance^®, and IovanceCares™ are trademarks and registered trademarks of Iovance Biotherapeutics, Inc. or its subsidiaries. All other trademarks and registered trademarks are the property of their respective owners. 

Information on Iovance’s broad, industry-leading patent portfolio is available on the Intellectual Property page on www.iovance.com. 

Overview

The Patient Operations Manager is pivotal in our organization, reporting to the Executive Director, Patient Support Services. This individual will collaborate closely with patients, caregivers, healthcare providers, and external patient services to ensure a best-in-class patient experience. This role involves being an expert in inpatient reimbursement and working on tactical activities aligned with strategic imperatives. The POM will focus on the new and existing HUB and clinical support infrastructure, liaising with internal and external resources to overcome access barriers for AMTAGVI™(lifileucel) patients. Collaboration with cross-functional partners and gaining exposure to Proleukin® (aldesleukin) are also critical components of the role. Ultimately, the Patient Operations Manager ensures accurate and efficient management of IovanceCares Patient & Reimbursement Support to provide the best possible care and support services for patients receiving AMTAGVI^TM treatment. This role requires a passionate individual with exceptional communication, organization, and problem-solving skills and extensive knowledge of Patient and Reimbursement Support programs.

Essential Functions and Responsibilities

• Provide oversight to the contracted patient support agents against their performance metrics, accuracy, and customer engagement
• Develop new and maintain existing Standard Operating Procedures (SOP) and Work Instructions (WI) for IovanceCares Patient and Reimbursement Support programs 
• Liaise with the Case Management team around complex reimbursement issues to ensure appropriate resolution and training where needed
• Liaise with Payer Access Cell Therapy team around complex reimbursement to ensure appropriate resolution and training where needed
• Interface with key community accounts affiliated with GPOs to provide case manager and reimbursement pull through as appropriate for patients to have access to Iovance’s products
• Oversee and help support training requirements for contracted patient services agents
• Effectively collaborate with inter-disciplinary health care teams at treatment centers (e.g., Nurse Navigators, Financial and Billing Administrators, Patient Support and Access, and social workers)
• Provide oversight and routine audits for all patient assistance program applications.
• Provide oversight to PSS reimbursement support services (Lori not other POMs)
• Deliver a positive patient, caregiver, and provider experience by assessing needs and developing action plans that identify and troubleshoot future reimbursement barriers to support treatment initiation and ensure the continuation of the patient’s treatment journey.
• Anticipate and manage patient and provider program issues, oversee vendors and the eligibility process, address and resolve escalated issues, and implement program improvements.
• Provide reimbursement expertise within case support that will be used with internal stakeholders, including field sales, marketing, medical affairs, market access, national accounts, legal, and finance.
• Maintain high level of business acumen, reimbursement, and market access knowledge
• Highlight areas for improvement within the patient access journey
• Ensure adherence to Iovance patient services policies and procedures
• Provide input on materials that increase provider and patient/caregiver awareness of IovanceCares services.
• Request any data analytics for the patient services programs and consolidate them into a presentation-ready format
• Manage and track all decisions in trackers
• Assist in all vendor-related issues
• Must adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics.
• Perform miscellaneous duties as assigned. 

Travel - Less than 10%

Required Education, Skills, and Knowledge

• Requires a minimum of 8 years of related experience with a bachelor’s degree, or 6 years and a master’s degree; 3 years of experience with a PhD; or 10 or more years equivalent experience with a high school diploma
• Prior experience with Patient Services case management and reimbursement support experience at a biotech or pharmaceutical company/Hospital
• Demonstrated strong understanding of the healthcare industry, private and government payer landscape, 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 the protection of patient identifying information (HIPPA, HITECH)
• Ability to thrive in a fast-paced environment, adapting to changes, and strategically resolving complex problems promptly
• Capable of working effectively within a complex organizational structure
• Exceptional communication skills, both oral and written
• Must be able to work with autonomy and in teams as necessary 

Preferred Education, Skills, and Knowledge

• Experience in oncology Patient Services programming and new-to-market therapy preferred
• Experience working with complex IT systems or portals that support customer service, health care scheduling, supply chain management, and call center 
• Familiarity with working in a heavily regulated, quality-control driven environment (e.g. following strict SOPs when available, and extrapolating key principles to situations not defined) 
• Hospital Experience
• Familiar with CPT/HCPCS & ICD-10 Dx codes
• Familiar with Hospital Claims forms 

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made upon request to enable individuals to perform essential functions. Please contact Human Resources to request accommodation. 

Physical Demands and Activities Required

• Must be able to remain in a stationary position, standing or sitting for prolonged periods of time.
• Must be able to move about inside an office and exert up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must have visual acuity to prepare and analyze data and figures, view a computer screen, and read extensively.
• This position requires repetitive motion, substantial movements (motions) of the wrist, hands, and/or fingers.
• Must be able to communicate with others to exchange information. 

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem-solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines 

Work Environment 

This job operates in a professional or remote office environment and requires standard equipment and keyboards. Employees who work remotely are expected to maintain their workspace and environment safely and free from safety hazards.

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