Patient Operations Manager

Iovance Biotherapeutics, Inc.

. Report to the Executive Director, Patient Support Services .

Posted 11/6/2026full-timeRemote • United StatesSeniorLead💰 $140,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Patient Services case management and reimbursement support, with a strong understanding of the healthcare industry and payer landscape. Capable of developing action plans to address reimbursement barriers while ensuring adherence to policies and procedures.

Highest-signal resume keywords

Patient Services Case ManagementReimbursement SupportHealthcare Industry KnowledgeHIPAA/HITECH ComplianceOncology Patient Services Programming

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Reimbursement ExpertiseStandard Operating Procedures DevelopmentPerformance Metrics OversightPatient Assistance Program ManagementComplex Problem SolvingData AnalysisCPT/HCPCS FamiliarityICD-10 Diagnosis Codes Familiarity

Soft Skills

Exceptional Communication SkillsOrganizational SkillsAdaptabilityTeam CollaborationAutonomous Work Ability

Tools & Technologies

Complex IT SystemsHealthcare Scheduling PortalsSupply Chain Management ToolsCall Center Systems

Industry Keywords

BiotechPharmaceuticalPatient ExperienceMarket AccessQuality Control

About the role

Key responsibilities & impact

Report to the Executive Director, Patient Support Services
Collaborate with patients, caregivers, healthcare providers, and external patient services to ensure a best-in-class patient experience
Provide oversight of contracted patient support agents, including performance metrics, accuracy, customer engagement, and training
Develop and maintain Standard Operating Procedures and Work Instructions for IovanceCares Patient and Reimbursement Support programs
Liaise with Case Management and Payer Access Cell Therapy teams to resolve complex reimbursement issues and provide training
Interface with community accounts affiliated with GPOs to support case management and reimbursement pull-through
Collaborate with interdisciplinary healthcare teams at treatment centers
Oversee and audit patient assistance program applications
Oversee PSS reimbursement support services
Assess patient, caregiver, and provider needs; develop action plans to address reimbursement barriers and support treatment initiation and continuation
Manage patient and provider program issues, vendors, eligibility processes, escalations, and program improvements
Provide reimbursement expertise to internal stakeholders across sales, marketing, medical affairs, market access, national accounts, legal, and finance
Maintain business acumen and knowledge of reimbursement and market access
Identify improvements in the patient access journey
Ensure adherence to patient services policies and procedures
Provide input on materials increasing awareness of IovanceCares services
Request and consolidate patient services analytics into presentation-ready formats
Manage and track decisions in trackers
Assist with vendor-related issues
Perform miscellaneous duties as assigned
Travel less than 10%

Requirements

What you’ll need

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 at a biotech or pharmaceutical company/Hospital
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 HIPAA/HITECH regulations and laws protecting patient identifying information
Ability to thrive in a fast-paced environment, adapt to change, and resolve complex problems promptly
Ability to work effectively within a complex organizational structure
Exceptional oral and written communication skills
Ability to work autonomously and in teams
Must adhere to Iovance Biotherapeutics’ core values, policies, procedures, and business ethics
Preferred: oncology Patient Services programming and new-to-market therapy experience
Preferred: experience with complex IT systems or portals supporting customer service, healthcare scheduling, supply chain management, and call centers
Preferred: familiarity with heavily regulated, quality-control-driven environments
Preferred: hospital experience
Preferred: familiarity with CPT/HCPCS and ICD-10 diagnosis codes
Preferred: familiarity with hospital claims forms
Must remain stationary, standing or sitting for prolonged periods
Must be able to move inside an office and exert up to 10 pounds of force occasionally
Must have visual acuity to prepare and analyze data, view computer screens, and read extensively
Requires repetitive wrist, hand, and/or finger motions
Must be able to communicate with others to exchange information
Requires clear conceptual thinking, judgment, troubleshooting, problem-solving, analysis, discretion, stress management, multitasking, and meeting deadlines

Benefits

Comp & perks

Remote office environment
Reasonable accommodation available upon request
Less than 10% travel