Access Operations Manager

Overview

The Access Operations Manager (AOM) is a broad developmental role that spans from acting as a backup to the Patient Operations Manager (POM) in the oversight of service vendor of patient support services to assisting the Market Access and Policy (MAP) team on activities to include, but not limited to pricing management, distribution, and policy research and development.

This role will work closely with leadership in the execution of the MAP team’s strategic imperatives. The AOM will work closely on the new and existing HUB and clinical support infrastructure. They will consult with both external and internal resources to help overcome any modifiable barriers to AMTAGVI™(lifileucel) patient access. This role will collaborate across the IovanceCares team as well as with cross functional partners such as the Payer Access Cell Therapy team and the customer facing sales team. This individual will also gain exposure to Proleukin® (aldesleukin) and the access and distribution dynamics of this critical component of the AMTAGVI regimen. This is an excellent opportunity to join a high performing team committed to making a difference in the lives of advanced melanoma patients.

The AOM will accurately and efficiently provide backup to the IovanceCares Patient & Reimbursement Support to provide patients receiving AMTAGVI treatment Access and Patient Support Services by leveraging reimbursement tools and collaborating with payers and providers. This information may include coverage-related queries from customers, provide prior-authorizations and benefits verification for medical treatment, offer patient and caregiver support, and outline information regarding co-payments. 

The AOM must have a strong passion to serve patients and providers and be a highly motivated individual with exceptional communication, organization, and critical thinking skills. This role requires knowledge of Patient and Reimbursement Support programs. This position reports to the Senior Director, Pricing Distribution & Marketing Access and is a remote role.

Essential Functions and Responsibilities

• Provide backup oversight to the contracted patient support agents against their performance metrics, accuracy, and customer engagement. 
• Provide task-specific support around pricing, policy, distribution and managed markets marketing initiatives and activities. 
• Help develop and maintain existing SOPs and WIs for IovanceCares Patient and Reimbursement Support programs. 
• Consult with the Case Management team around complex reimbursement issues to ensure appropriate resolution and training where needed. 
• Support Iovance compliance with Federal and State pricing submissions and operations of internal pricing committee.
• Effectively collaborate with various internal stakeholders including, but not limited to legal, supply chain, field teams, finance, and medical affairs
• Help ensure a positive patient, caregiver, and provider experience by assessing needs and develop action plans that identify and troubleshoot future reimbursement barriers to support treatment initiation and ensure continuation of the patient’s treatment journey.
• Assist in the management of patient and provider program issues, oversight of vendors and the eligibility process, address and resolve escalated issues, and implement program improvements.
• Highlight areas for improvement within the patient access journey.
• Help support training requirements for contracted patient services agents.
• Help ensure adherence to Iovance patient services policies and procedures. 
• Other duties as required or directed by the Functional Management
• 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 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 - Minimal, remote work.

Required Education, Skills, and Knowledge

• Bachelor’s degree 
• 2+ years of experience in patient access and reimbursement support or related experience with either a hub vendor, biopharma manufacturer, or consultancy (focused on market access, benefits etc.)
• Demonstrated basic understanding of the healthcare industry, private and government payer landscape, patient and inpatient reimbursement access and support. 
• Proven ability to work in a demanding environment, quickly adapt to changes, and strategically resolve complex problems in a timely manner. 
• Ability to work exceptionally well across a matrix organization and be a collaborator. 
• Exceptional oral, slide development, and written communication skills 
• Open to occasional travel during site onboarding process and occasional meetings (<10%)  

Preferred Education, Skills, and Knowledge

• 5+ years of experience
• 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)
• Strong experience and skillset in project management.
• Experience writing SOPs, work instructions, and other process documentation. 

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 perform activities such as: preparing and analyzing data and figures, viewing a computer screen, and extensive reading. 
• 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 manage work-related stress; ability to manage multiple priorities simultaneously; and ability to meet deadlines

Work Environment

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

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Iovance is committed to cultivating and offering a diverse and inclusive work environment. As an equal-opportunity employer, our employees and applicants will be considered without regard to an individual’s race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. If you need assistance or accommodation to apply to one of our opportunities, please contact careers@iovance.com.

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