Senior Director, Patient Services & Access Operations

About CG Oncology, Inc.

Are you ready to make a difference in the world and become part of our patient-centered team that is focused on Attacking Bladder Cancer for a Better Tomorrow? At CG Oncology, we believe that by having exceptionally talented individuals on our team who share our passion and enjoy working together, we can truly achieve our Vision and Mission to benefit patients around the world.

Every day we are making significant advancements across our multiple pipelines and are growing rapidly to meet the needs of our patients who cannot afford to wait to benefit from our novel immunotherapies. Please review this job posting and our Values and if they resonate with you and are what you expect from your organization and team, then we would like to hear from you.

About the role

The Senior Director, Patient Services & Access Operations is responsible for designing, implementing, and leading the patient services infrastructure supporting the company’s planned first commercial launch of cretostimogene in non-muscle invasive bladder cancer (NMIBC).

This leader will oversee patient support programs, reimbursement hub services, financial assistance operations, patient onboarding and case management, field reimbursement services, and the day-to-day operating model required to help patients and healthcare providers navigate access to therapy.

The Senior Director will lead patient services launch readiness and, following launch, will be accountable for hub performance, field reimbursement operations, vendor governance, service-level performance, patient and provider escalations, operational reporting, and continuous improvement.

The role will collaborate closely with Market Access, Distribution, Supply Chain, Commercial Operations, Finance, Sales, Marketing, Medical Affairs, Legal, Regulatory, Compliance, specialty pharmacies, specialty distributors, and other external partners to maintain coordinated patient access operations. The role may also lead the operational implementation of approved early access, bridge, or other patient access programs.

Essential Functions

Patient Services Strategy and Launch Readiness

• Lead the development and execution of the patient services strategy for launch.
• Translate anticipated patient and provider needs into an operating model covering reimbursement support, financial assistance, onboarding, case management, treatment initiation support, and ongoing access services.
• Establish launch milestones, operating procedures, readiness criteria, escalation pathways, contingency plans, and cross-functional dependencies.
• Ensure that hub, FRL, affordability, data, vendor, and case-management capabilities are operationally ready for launch.
• Represent patient services requirements in launch readiness reviews

HUB Strategy, Implementation, and Management

• Lead the design, selection, implementation, and ongoing management of the patient services and reimbursement hub.
• Oversee benefit verification, prior authorization support, appeals assistance, financial assistance screening, patient enrollment, case management, and treatment coordination, as appropriate.
• Define patient and provider service standards, workflows, handoffs, escalation protocols, and documentation requirements.
• Manage day-to-day hub performance and resolve recurring operational issues.
• Ensure coordination among the hub, FRLs, provider offices, SPs, SDs, and internal teams.
• Maintain appropriate privacy, compliance, quality, and data-security oversight

Patient Affordability and Support Programs

• Develop and manage compliant patient affordability and financial support programs.
• Oversee applicable copay support, patient assistance, foundation referral, bridge, quick-start, or other approved services.
• Establish eligibility rules, workflows, vendor responsibilities, controls, and reporting requirements in partnership with Legal, Compliance, Finance, and Market Access.
• Monitor program performance and identify patient financial barriers.
• Ensure programs operate consistently with applicable legal and compliance requirements.

Day-to-Day Post-Launch Patient Services Operations

• Lead day-to-day patient services operations following commercial launch.
• Monitor patient enrollment, case progression, reimbursement support, treatment initiation, affordability services, open escalations, and vendor performance.
• Establish an operating cadence for reviewing service issues and patient access barriers.
• Lead resolution of complex or recurring cases requiring coordination across vendors or internal functions.
• Maintain standard operating procedures, escalation matrices, business continuity plans, and issue-management processes.
• Recommend staffing, workflow, system, and vendor changes based on actual launch experience.

SP/SD Operational Coordination, Demand, and Inventory Visibility

• Collaborate closely with the leaders responsible for Distribution, Supply Chain, and Commercial Operations, as well as contracted specialty pharmacies and specialty distributors, to coordinate patient-level fulfillment and access operations.
• Monitor demand signals, patient onboarding volumes, order and fulfillment status, inventory visibility, and service issues that could delay treatment.
• Participate in cross-functional demand and inventory reviews and communicate relevant patient services trends.
• Coordinate escalations involving product availability, order processing, shipment status, or fulfillment barriers affecting patients or treatment sites.
• Support business continuity and shortage-response planning from the patient services perspective.
• Ensure clear handoffs among the hub, FRLs, SPs, SDs, treatment sites, and internal supply and distribution teams.

Vendor Governance and Performance Management

• Lead selection, contracting, implementation, and governance of hub, affordability, field reimbursement, and other patient services vendors.
• Establish operating requirements, service-level agreements, KPIs, escalation procedures, financial controls, and business continuity expectations.
• Conduct routine operating reviews and formal vendor business reviews.
• Require corrective action plans for service deficiencies.
• Manage patient services budgets, invoices, forecasts, and vendor financial accountability.
• Maintain oversight of vendor privacy, compliance, data security, quality, and documentation obligations.

Patient Services Analytics and Continuous Improvements

• Establish hub, FRL, affordability, case-management, and patient services reporting requirements.
• Monitor measures such as case volumes, case status, processing times, access barriers, escalation volumes, service responsiveness, issue resolution, and treatment initiation.
• Integrate insights from hub data, FRLs, providers, SPs, SDs, and other relevant partners in coordination with data analytics.
• Identify recurring patient and provider barriers and implement corrective actions.
• Partner with Commercial Operations and Insights & Analytics on dashboards and data governance.
• Use operational data to recommend changes to program design, staffing, workflows, vendors, and service standards.

Qualifications

• Bachelor’s degree in business or related field.
• 15+ years’ biotech/pharma industry experience, including significant leadership responsibility in patient access, patient services, market access operations, specialty distribution, or related commercial functions.
• Experience with launch of new therapies, specifically physician administered drugs and cold chain therapies.
• Experience negotiating and managing complex contracts, building infrastructure to capture and report actionable performance metrics, and successfully managing multiple partners.
• Demonstrated experience preparing for or executing the commercial launch of a new therapy, preferably a physician-administered product.
• Experience designing and implementing HUB services, reimbursement support programs, patient affordability solutions, and complex vendor operating models. Strong understanding of commercial, Medicare, and Medicaid reimbursement considerations; medical benefit coverage; buy-and-bill processes; and provider-office reimbursement challenges.
• Demonstrated experience negotiating and managing complex service agreements, establishing performance metrics, and leading cross-functional initiatives in a regulated environment.

Work Authorization for US Applicants: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Please note that CG Oncology does not accept unsolicited information and/or resumes from search firms or agencies for our job postings. Any resumes or client information submitted to our careers page or any employee of CG Oncology by any search firm or agency without an applicable contract in place will become the property of CG Oncology and no fee(s) will be paid.

Total Rewards

CG Oncology offers very competitive and comprehensive Total Rewards, helping to support and reward our global team of high-performing employees focused on developing bladder-saving therapeutics for patients afflicted with bladder cancer.

HIGHLY COMPETITIVE SALARIES

ANNUAL PERFORMANCE/MERIT REVIEWS

ANNUAL PERFORMANCE BONUSES

EQUITYSPECIAL RECOGNITION

Well-Being Benefits

In addition to our Total Rewards, CG Oncology offers a variety of Well-Being Benefits to meet the majority of the needs of our unique and growing workforce. These benefits are designed to support our team to achieve a healthy balance between work and their personal lives to remain refreshed, engaged, and creating an environment where each person can find a deeper meaning and purpose in their work.

Well-Being Benefits eligibility begins the 1st of the month after hire. While a majority of these benefits are for our US-based workforce, we continue to assess comparable levels of benefits for our international team members that are aligned with country-specific regulations and their national programs offered.

FULLY REMOTE WORK ENVIRONMENT

REST AND RECHARGE BENEFITS - Unlimited Flexible Time Off

HOLIDAYS - In 2026 we will observe 14 holidays

RETIREMENT - 401K with 100% company Safe Harbor match up to 4% of base salary

HEALTH (MEDICAL, DENTAL, VISION) - PPO & HDHP - Cigna/Principal

HEALTH SPENDING ACCOUNTS - HSA (with Annual Company Contribution), FSA, FSA-DC

ILLNESS & DISABILITY PROTECTION - Company Paid LTD Coverage + Voluntary Plans

LIFE INSURANCE - Company Paid 2 x base salary + Voluntary Plans

ADDITIONAL EXCLUSIVE BENEFITS - Voluntary Legal, Pet, Plus More

CG Oncology is an Equal Opportunity Employer:

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. At CG Oncology, we are building a community of intelligent and passionate team members that share our Vision, Mission and Values, and while the biotechnology space can feel limited in BIPOC, non-binary and even female representation, we endeavor to make hiring decisions that will continue to grow and support our team in the direction of maintaining cultural diversity and sustainability.