Director – Patient Support Services

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
The Director, Patient Support Services is responsible for oversight of the day-to-day tactical execution, operational management, and continuous optimization of the company’s uro-oncology hub and Patient Support Programs. Reporting directly to the Senior Director, Patient Support Services, the Director serves as the primary operational lead ensuring a friction-free experience for patients and providers. This role requires a hands-on leader with deep expertise in complex buy-and-bill distribution channels, medical benefit processes, and order processing. The Director translates strategic plans into actionable program workflows, managing external vendors, patient assistance programs (PAP), and copay offerings to maximize patient access and remove commercial barriers.  

Responsibilities

• Customer Experience: Ensure exceptional customer experience of access and affordability programs to exceed customer expectations, consistently work to optimize and create an improved customer experience to better meet the evolving needs of healthcare providers, caregivers, and patients.
• Day-to-Day Operations: Oversee the daily operations of the hub, establishing, auditing, and updating program business rules and associated documentation.
• Buy-and-Bill Oversight: Maintain direct operational oversight of complex buy-and-bill processes, claims reimbursement coding, and medical benefit approvals.
• Prior Authorization Support: Optimize the internal hub workflows to reduce administrative friction for offices navigating complex prior authorization and medical benefit structures.
• Affordability Programs: Oversee operations for patient assistance programs (PAP), copay assistance, and foundation support.
• Access Tools: Collaborate cross-functionally to design stakeholder-centric tools and resources that simplify the provider onboarding and enrollment process.
• KPI Management: Act as the primary daily liaison with third party vendor(s), tracking performance metrics including call volumes, wait times, and benefits investigation turnaround times.
• Data Integration: Partner with Data Insights and Analytics team to ensure all key hub data is integrated cleanly, providing timely and accurate metrics through the internal data portal.
• Reporting: Liaison for Data Insights and Analytics team to develop and distribute regular summary reports and custom ad-hoc operational reports to key internal stakeholders and leadership to ensure full organizational transparency of program health.
• Dashboard Liaison: Collaborate with the Data Insights and Analytics team to support the development of program-specific view of patient status/journey for field teams.
• Budget and Invoice Management: Manage patient access budget, development and tracking, providing timely alerts regarding potential vendor or program overages and reviews invoices for accuracy.
• Operational Enhancements: Provide proactive recommendations to brand teams regarding necessary operational changes, cost implications, and tactical plans to solve immediate market challenges
• Field Team Interface: Direct the operational interface and open communication lines between the program and Field Reimbursement Specialist (FRM) teams to resolve complex claims.
• Organizational Training: Design and execute internal communications and training programs to ensure strong corporate understanding of UroGen Support program access and affordability options, value proposition and compliant customer positioning.
• Pharmacovigilance Integration: Collaborate with Corporate Safety to ensure all Adverse Events (AEs) and product complaints are reported accurately and on time.
• Audit Readiness: Serve as the primary operational point person for Corporate Safety, Legal, and Compliance teams during data requests and vendor audits.

Requirements

• BA/BS required; MBA preferred
• Minimum 10 years pharmaceutical or relevant experience and a history of strong performance
• Candidate must demonstrate proactive communication strategy, innovation, collaboration and analytical skills, as well as excellent overall business acumen
• Strong understanding of medical benefit process and the needs of patients and provider to understand access from payers, including Prior Authorizations and Appeals
• Must be capable of managing and prioritizing multiple priorities
• Must demonstrate excellent leadership skills with the ability to work effectively in a matrix and unstructured environment
• Interpersonal flexibility to effectively interact with a broad range of personnel. 
• Advanced communication and presentation skills required
• Experience leading and managing people and project teams with or without direct report authority
• This position requires occasional travel for required meetings, training, etc

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