Senior Manager, Patient Support Services and Trade Operations

Role Summary

The Senior Manager, Patient Support Services and Trade Operations leads and optimizes critical components of patient access, trade operations, and order fulfillment. This role oversees day-to-day operations of the hub services vendor, streamlines order fulfillment workflows, and coordinates customer account maintenance with Specialty Distributors. It also supports Market Access and Commercial initiatives including Product Distribution, Field Sales and Market Access support, and Field Reimbursement. This role reports to the Director, HUB & Patient Services.

Responsibilities

• Patient Support Services (Hub):
  • Support the operational management 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 (Field Reimbursement Managers, Access & Sales) to address customer needs and remove access barriers.
• Trade Operations Support:
  • Serve 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, 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 active monitoring of industry trends to ensure patient support programs anticipate patient support needs and deliver best in class 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 prepared to assume roles and responsibilities outside of traditional job functions.
• Expertise in the Patient Services environment for rare/orphan, specialty products, limited distribution networks and hub services.
• Order management and/or Pharmacy order management experience is preferred.
• Exceptional planning, priority setting, negotiation, project management, and relationship building skills, detail oriented and has capabilities to review large data sets and analyze.
• Thrive on collaboration and ability to influence in a matrix environment.
• Friendly, persevering, flexible, collaborative and confident.
• Strong results orientation and a sense of urgency to get things done.
• Ability to work successfully in a dynamic, fast paced, team-oriented environment.

Skills

• Analytical thinking and data-driven decision making
• Stakeholder management and cross-functional collaboration
• Process improvement and project management
• Regulatory and compliance awareness in patient services

Additional Requirements

• Ability to travel up to 25-50%