Senior Manager, Patient Support Services and Trade Operations

Job Description

About the Company

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.

SUMMARY OF JOB (brief description): 
The Senior Manager, Patient Support Services and Trade Operations role at UroGen requires a passionate, analytical, and collaborative individual focused on building and overseeing the programs and initiatives that support patient access, account maintenance, and coordination with specialty distributors for our portfolio of products. This role will provide both strategic and tactical oversight in the development, implementation, and management of patient service programs in alignment with market needs and the patients we serve. The Senior Manager will build highly collaborative working relationships with the broader Patient Services team and other cross functional stakeholders across Sales, Commercial, Supply Chain and Operations. Externally, the Senior Manager will work with various partners (HUB, and Specialty Distributors, Mixing Pharmacies) to successfully lead strategy and tactical plan execution. This role reports directly to the Director, HUB & Patient Services.
Job Requirements

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 
• Ability to travel up to 25-50% 
• Home Office based role preferred or Remote
  
  

Job 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.

Job Benefits

We offer a competitive salary, employee benefits, and an excellent work environment.

• Medical
• Dental 
• Vision
• 401k Match
• Paid Time Off
• Employee Assistance Program 

We are an Equal Opportunity Employer