UroGen Pharma
Senior Manager, Patient Support Services and Trade Operations
UroGen Pharma, Princeton, New Jersey, us, 08543
Overview
UroGen is a biotech company dedicated to developing and commercializing innovative solutions that treat urothelial and specialty cancers. We are fundamentally changing the way patients are treated for urologic cancers. Watch our New Horizons in Bladder Cancer event and discover why it’s an exciting time to join UroGen Pharma. Join us and be part of the team that will redefine the future of urological cancer treatment. Behind every UroGen innovation is the inspiration to empower uro-oncology patients with life-changing treatments. At UroGen, our people are our greatest asset. We cultivate a culture built on collaboration, creativity, and continuous growth. UroGen is a dynamic, rapidly expanding organization with an unwavering focus on improving the lives of patients because they deserve better. Job Summary
We are seeking an experienced and motivated
Senior Manager, Patient Support Services and Trade Operations
to lead and optimize critical components of our patient access, trade operations, and order fulfillment infrastructure. This individual will play a pivotal role in ensuring a best-in-class experience for both patients and healthcare providers by overseeing day-to-day operations of our hub services vendor, streamlining order fulfillment workflows, and coordinating customer account maintenance with our Specialty Distributors. Additionally, this individual will play a critical role in a variety of other Market Access and Commercial initiatives including but not limited to Product Distribution, Field Sales and Market Access support, and Field Reimbursement. Responsibilities
Patient Support Services (Hub): Manage the operational performance of the third-party HUB service provider, ensuring SLAs, KPIs, and compliance standards are met or exceeded. Monitor and optimize patient journey touchpoints including benefits verification, prior authorization support, appeals, financial assistance, and onboarding. Identify and drive process improvements that enhance patient and HCP experience and reduce time to therapy. Serve as the internal subject matter expert for patient services; provide regular performance reporting and insights to leadership. Co-lead all Patient Services vendor relationships that provide services and programs on behalf of UroGen. Evaluate the effectiveness of patient service programs through metrics and measurement development to achieve program objectives. Partner with Compliance, Legal, and Regulatory to ensure all patient support programs meet industry standards and guidelines. Collaborate with field teams to address customer needs and remove access barriers. Trade Operations Support: Act as the operational liaison between internal teams and specialty distributor/SP partners to ensure efficient product ordering and delivery. Troubleshoot and resolve issues related to order delays, product availability, and system discrepancies in collaboration with Supply Chain and Customer Service. Track and report order trends and fulfillment performance across key accounts. Maintain SOPs, training documentation, and ensure system workflows are aligned with business needs. Support strategic projects aimed at improving order logistics, credit/rebills, and customer experience. Provide supervision and manage order intake to fulfilment process; ensure product delivery is executed efficiently by product distribution account setup and alignment with mixing partners and supply chain. Manage UroGen support copay, returns & PAP program day to day, conducting monthly reconciliations to support finance. Other: Ensure regulatory compliance of programs and materials; identify strategic initiatives through monitoring industry trends to deliver best-in-class patient support solutions. Qualifications
4+ years college degree in healthcare, PharmD, biotech, analytics or increasing experience in Biotech or Pharmaceutical industry with focus in Patient Services programs, reimbursement, and order management for specialty products preferred. Demonstrated record of success in leading and building Patient Services and hub related operations. Ability to thrive in a start-up environment and be prepared to assume roles outside traditional job functions. Expertise in Patient Services for rare/orphan, specialty products, limited distribution networks and hub services. Order management and/or Pharmacy order management experience is preferred. Strong planning, project management, negotiation, relationship-building, and data analysis skills. Collaborative, influential in a matrix environment; strong communication and organizational abilities. Travel up to 25-50%; home office or remote work is acceptable. Benefits
Medical Dental Vision 401k Match Paid Time Off Employee Assistance Program We are an Equal Opportunity Employer.
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UroGen is a biotech company dedicated to developing and commercializing innovative solutions that treat urothelial and specialty cancers. We are fundamentally changing the way patients are treated for urologic cancers. Watch our New Horizons in Bladder Cancer event and discover why it’s an exciting time to join UroGen Pharma. Join us and be part of the team that will redefine the future of urological cancer treatment. Behind every UroGen innovation is the inspiration to empower uro-oncology patients with life-changing treatments. At UroGen, our people are our greatest asset. We cultivate a culture built on collaboration, creativity, and continuous growth. UroGen is a dynamic, rapidly expanding organization with an unwavering focus on improving the lives of patients because they deserve better. Job Summary
We are seeking an experienced and motivated
Senior Manager, Patient Support Services and Trade Operations
to lead and optimize critical components of our patient access, trade operations, and order fulfillment infrastructure. This individual will play a pivotal role in ensuring a best-in-class experience for both patients and healthcare providers by overseeing day-to-day operations of our hub services vendor, streamlining order fulfillment workflows, and coordinating customer account maintenance with our Specialty Distributors. Additionally, this individual will play a critical role in a variety of other Market Access and Commercial initiatives including but not limited to Product Distribution, Field Sales and Market Access support, and Field Reimbursement. Responsibilities
Patient Support Services (Hub): Manage the operational performance of the third-party HUB service provider, ensuring SLAs, KPIs, and compliance standards are met or exceeded. Monitor and optimize patient journey touchpoints including benefits verification, prior authorization support, appeals, financial assistance, and onboarding. Identify and drive process improvements that enhance patient and HCP experience and reduce time to therapy. Serve as the internal subject matter expert for patient services; provide regular performance reporting and insights to leadership. Co-lead all Patient Services vendor relationships that provide services and programs on behalf of UroGen. Evaluate the effectiveness of patient service programs through metrics and measurement development to achieve program objectives. Partner with Compliance, Legal, and Regulatory to ensure all patient support programs meet industry standards and guidelines. Collaborate with field teams to address customer needs and remove access barriers. Trade Operations Support: Act as the operational liaison between internal teams and specialty distributor/SP partners to ensure efficient product ordering and delivery. Troubleshoot and resolve issues related to order delays, product availability, and system discrepancies in collaboration with Supply Chain and Customer Service. Track and report order trends and fulfillment performance across key accounts. Maintain SOPs, training documentation, and ensure system workflows are aligned with business needs. Support strategic projects aimed at improving order logistics, credit/rebills, and customer experience. Provide supervision and manage order intake to fulfilment process; ensure product delivery is executed efficiently by product distribution account setup and alignment with mixing partners and supply chain. Manage UroGen support copay, returns & PAP program day to day, conducting monthly reconciliations to support finance. Other: Ensure regulatory compliance of programs and materials; identify strategic initiatives through monitoring industry trends to deliver best-in-class patient support solutions. Qualifications
4+ years college degree in healthcare, PharmD, biotech, analytics or increasing experience in Biotech or Pharmaceutical industry with focus in Patient Services programs, reimbursement, and order management for specialty products preferred. Demonstrated record of success in leading and building Patient Services and hub related operations. Ability to thrive in a start-up environment and be prepared to assume roles outside traditional job functions. Expertise in Patient Services for rare/orphan, specialty products, limited distribution networks and hub services. Order management and/or Pharmacy order management experience is preferred. Strong planning, project management, negotiation, relationship-building, and data analysis skills. Collaborative, influential in a matrix environment; strong communication and organizational abilities. Travel up to 25-50%; home office or remote work is acceptable. Benefits
Medical Dental Vision 401k Match Paid Time Off Employee Assistance Program We are an Equal Opportunity Employer.
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