Senior Manager Patient Services Operations

Position Overview

The Senior Manager, Patient Services Operations will support the operational design, implementation, and ongoing management of Immunome’s first Patient Support Program (PSP) in preparation for the company’s first commercial launch.

This role will help translate PSP strategy into operational execution by supporting vendor management, operational readiness, compliance activities, and performance reporting to help deliver a compliant, scalable program and a strong patient experience.

The ideal candidate is a collaborative, detail-oriented operator with experience in patient services, vendor coordination, cross-functional partnership, and operational execution in a fast-paced biotech or pharmaceutical environment.

Responsibilities

PSP Operations & Implementation

• Support the translation of PSP strategy into operational requirements and implementation activities.
• Participate in RFP development, vendor evaluation, and vendor onboarding activities with cross-functional partners.
• Assist in managing vendor deliverables, timelines, and operational readiness activities.
• Support implementation of key PSP services, including enrollment/intake, benefits verification, prior authorization support, financial assistance pathways, specialty pharmacy coordination, and adherence/persistence support.
• Collaborate with Marketing to support development of patient and HCP materials, communication scripts, and educational resources.
• Assist with development and deployment of operational training materials for field teams in partnership with Sales Training, Marketing, and Compliance.

Vendor Management & Operational Support

• Support day-to-day management of hub and PSP vendor operations.
• Participate in regular operational meetings, issue tracking, and performance reviews.
• Monitor operational metrics, dashboards, and SLA performance.
• Help coordinate issue escalation and follow-up activities to support operational excellence.
• Support adherence/persistence workflows and reporting activities in partnership with vendors and internal stakeholders.

Compliance, Quality & Process Support

• Support maintenance of PSP SOPs, process documentation, and audit readiness materials.
• Partner with Legal, Compliance, Regulatory, and PV/Safety teams to ensure operational processes align with company policies and reporting requirements.
• Assist with quality assurance activities, documentation reviews, and process improvement initiatives.

Data, Reporting & Patient Journey Insights

• Support operational reporting requirements and vendor data management activities.
• Track launch readiness activities and post-launch operational KPIs.
• Assist in monitoring patient journey metrics, including time-to-start, outreach effectiveness, and therapy access barriers, to identify operational improvement opportunities.
• Prepare routine reporting summaries and operational updates for cross-functional stakeholders. 

Cross-Functional Collaboration 

• Collaborate closely with Market Access, Medical Affairs, Legal/Compliance, Regulatory, PV/Safety, Marketing, Finance, and Field teams.
• Support coordination with Commercial Enablement and Distribution partners on operational integration activities.
• Contribute to enterprise launch readiness initiatives and patient engagement priorities.

Qualifications

• Bachelor’s degree required; Advanced degree preferred. 
• A minimum of 4 years of experience in the pharmaceutical or biotech industry, or equivalent experience.
• A minimum of 2 years of experience in patient services operations, or equivalent experience. 
• Oncology experience preferred.

Knowledge and Skills

• Demonstrated cross functional teamwork capabilities. 
• Excellent verbal and written communication skills for a wide range of audiences. 
• Strong cross-functional leadership skills and ability to influence without authority. 
• Excellent strategic and analytical thinking abilities. 
• Agile and adaptable with a growth mindset. 
• Demonstrated experience building and implementing a Patient Support Program.