Client Services Manager

Job Description

Pathfinder Oncology, Inc.

Pathfinder Oncology, Inc. (PFO) — pathfinderoncology.com — is a dynamic oncology company headquartered in Durham, North Carolina. Founded with agility and purpose, PFO is committed to guiding patients through the complexities of cancer care with personalized navigation and transformative therapies.

At the heart of our philosophy is a bold thesis: long-term, exceptional outcomes in advanced cancer require the activation and harnessing of anti-tumor immunity. Our mission is to optimize each patient’s potential for extraordinary results by combining a concierge-style care model with a suite of cutting-edge technologies and therapeutics. We design individualized therapeutic pathways that reflect the unique biology and needs of each patient.

PFO specializes in the development and delivery of highly tailored, often first-of-their-kind treatments. Some of these include:

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• Bespoke peptide vaccines informed by tumor-specific genomic and proteomic profiles
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• Personalized TCR-T cell therapies
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• Biologically driven, pathway-based therapeutic regimens
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Our team comprises globally recognized leaders in cancer immuno-oncology, spanning drug development, multi-omics data interpretation, and most importantly compassionate patient care. United by a shared vision, we are reshaping the cancer care paradigm to ensure every patient receives not only advanced treatment, but also the best possible chance at an exceptional outcome.

Client Services Manager Position Summary

The CSM is the patient's main point of contact across Pathfinder — translating the clinical and scientific work happening behind the scenes into a clear, coordinated treatment strategy and experience for the patient and their family. This role combines strategic oversight of a designated oncology Client portfolio with hands-on navigation support and comprehensive project management. The CSM ensures seamless coordination across clinical, research, scientific, and operations, drives process improvements, and delivers consistent, high-quality Client treatment strategies, along with engagement and experiences. This role will partner with Pathfinder leadership, the clinical services team, patients, and their care team to develop and support existing and novel treatment pathways. 

Your Expertise and Experience

Education: Deep familiarity with the oncology care journey from diagnosis through treatment decision-making  gained through patient advocacy, care navigation, or another client-facing role in oncology. Firsthand experience helping patients and families navigate complex cancer care is required.

Experience : Prior experience in patient advocacy, oncology care navigation, biotech/pharma patient services, or a comparable healthcare-adjacent client-facing role is preferred. Experience working directly with cancer patients, caregivers, or their care teams is highly valued.

Key Responsibilities

Patient Relationship & Project Ownership — act as an advocate for the patient within their engagement with Pathfinder and beyond.

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• Serve as the primary owner of a patient’s treatment strategy and act as patient relationship manager for a subset of patients
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• Understand the patient's big picture goals
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• Work closely with patients and their care team to identify specific and actionable hypotheses
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• Educate the patient on the rationale behind each test or study ordered, and report findings back in clear, accessible terms
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• Define and manage projects that translate patient goals into treatment options by overseeing activities, including but not limited to:
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• Coordinating diagnostic testing and academic research collaborations
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• Oncology care team engagement
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• Preparation of communications to PFO leadership, patients and experts
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• Oversee the execution
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• Ensure treatment options are accessed and implemented effectively
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• Ensure the next steps in the treatment strategy are identified and executed proactively
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• Provide additional care management logistical support, as needed (sample management, records management, scheduling and coordination)
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Client Navigation

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• Serve as the central liaison for Clients and families, establishing and clarifying treatment pathways and answering inquiries
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• Maintain up-to-date, comprehensive view of Clients’ clinical status, medical & treatment history, biospecimens & trends over time
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• Identify and resolve barriers to care
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Project Management

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• Define project scope, objectives, deliverables, and success metrics in collaboration with stakeholders and in alignment with client goals
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• Develop and maintain detailed project schedules and resource plans using standard project management tools (e.g. Asana or SmartSheet)
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• Facilitate cross-functional project meetings, track progress against milestones, and implement risk-mitigation strategies
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• Prepare status updates, escalations, and post-implementation reviews to support continuous improvement
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Team Leadership (Future Opportunity as Company Grows)

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• Supervise a team of Client navigators, project managers, and/or care coordinators, setting performance goals and conducting regular evaluations
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• Provide coaching, training, and career development opportunities to enhance team capacity
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• Lead weekly team huddles to align priorities, share best practices, and reinforce organizational standards
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• Lead and motivate members of the clinical team to deliver high-quality care and support
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• Build the infrastructure & processes to provide a consistent, high quality and scalable experience for all clients as PFO grows
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