Gene Therapy Supervisor

About the role

The Gene Therapy Supervisor serves as the primary contact with the manufacturer regarding all patient referrals and shipments. This role is responsible for real-time communication with the manufacturer on pending referral updates and initial and refill shipments. The Supervisor will oversee the Gene Therapy team to ensure efficient workflow, timely processing of patient enrollments, and compliance with contractual and operational requirements. Additionally, this role involves supporting physician offices with prescription validation, clinical documentation, and prior authorizations, as well as coordinating patient shipments and deliveries.

Responsibilities

• Team Leadership & Manufacturer Communication
• Establish and maintain relationships with patients, physicians, and manufacturers.
• Provide constant communication to the manufacturer regarding all referrals and active patients.
• Approve employee timecards and manage time-off requests.
• Train new hires and provide ongoing mentorship and support.
• Lead bi-weekly team calls to review patient cases and workload distribution.
• Patient Enrollment & Workflow Management
• Oversee patient enrollment to ensure compliance with contractual metrics.
• Assign daily work and prioritize urgent patient cases or tasks to meet deadlines.
• Ensure patients are correctly categorized for data transfers and reporting.
• Work in collaboration with intake teams and physician offices.
• System Monitoring & Troubleshooting
• Monitor Five9 and other systems to ensure team members are engaged and working efficiently.
• Act as the primary resource for troubleshooting system issues and answering team questions.
• Absorb additional support by joining calls with insurance plans when needed.
• Handle inbound and outbound calls with patients, physician offices, and insurance plans.
• Order Processing & Financial Coordination
• Complete approval packets and Profit & Loss (P&L) analyses before placing orders.
• Provide purchase orders (POs) to accounts payable and gather documents for audits.
• Ensure inventory is added to CareTend in preparation for order processing.
• Process and verify patient benefits and pay options as needed.
• Escalations, Contracting, & Compliance
• Handle escalations with insurance plans and verify benefits.
• Validate clinical documentation and initiate prior authorization requests with insurance plans.
• Support physician offices with appeals as needed.
• Carefully coordinate with contracting to request Letters of Agreement (LOAs) and follow up on their status.
• Manage month-end close activities and ensure all patients are billed accurately and on time.

Requirements

• High School diploma or equivalent required; Bachelor’s degree in healthcare, business administration, or a related field preferred.
• Pharmacy Technician License preferred.
• National Technician Certification preferred.
• Previous Specialty Pharmacy experience preferred.
• Minimum of 3 years of experience in a pharmacy or customer service environment.
• Strong knowledge of insurance verification, benefit investigations, and prior authorization processes.
• Proficiency in healthcare systems, including CareTend and Five9, or the ability to learn quickly.
• Experience in providing customer service to internal and external stakeholders.
• Intermediate knowledge of Microsoft Excel required.
• Strong organizational skills with the ability to manage multiple tasks and deadlines.
• Effective communication and interpersonal skills to support team members and collaborate across departments.
• Ability to work well in a team environment and provide support to other team members.
• Detail-oriented with the ability to prioritize workload, multitask, and work well in a fast-paced environment.

Benefits

We offer a comprehensive benefits package designed to support your health, financial security, and overall well-being:

• Medical Coverage, Dental, and Vision Coverage
• 401(k) with employer match
• Accident and Critical Illness coverage
• Company-paid life insurance options
• Generous PTO, paid holidays, and floating holidays
• Tuition reimbursement program.

Pay

The compensation range for this position is $65k - $75K per year.

Schedule

This role operates in a fast-paced healthcare environment and requires flexibility to handle urgent issues as they arise. The position may require occasional evening or weekend work to ensure continuous operations and support for team members.