Lead, Case Management, Rare Diseases

Date: Sep 3, 2024

Department: US Sales

Job Type: Direct Employee

Team: Mktg, Market Access, Bus. Excellence & Med. Affair

Contract Type: Permanent

Location: Boston, MA, US

About us

Based in Parma, Italy, Chiesi is an international research-focused pharmaceuticals and healthcare group with over 85 years’ experience, operating in 30 countries with more than 6,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group research, develops and markets innovative drugs in its three therapeutic areas: AIR (products and services that promote respiration, from new-born to adult populations), RARE (treatment for patients with rare and ultra-rare diseases) and CAR E (products and services that support special care and consumer-facing self-care). We are proud to be the largest global pharmaceutical group to be awarded B Corp Certification , a recognition of high social and environmental standards. We are a reliable company that adopts and promotes transparent ethical behavior at all levels. We are committed to embrace diversity, inclusion and equal opportunities. In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities.

Chiesi USA

Chiesi USA is a specialty pharmaceutical company focused on developing and promoting products for the hospital, adjacent specialty and rare disease markets. We are a B Corp and Benefit company awarded Top Employer status for six consecutive years and certified as a Great Place to Work. At Chiesi, we share an entrepreneurial spirit and act as a force for good, pursuing high social and environmental standards, to ensure the wellbeing of our people, patients, and communities. We offer a work environment where professionals have the opportunity to build a purposeful career focused on helping others while achieving a fulfilling work-life balance, meeting exciting challenges, and engaging in important and rewarding work.

What we offer

Chiesi offers competitive benefits, services, and programs that enrich the personal and professional lives of our employees. Our shared values of passion, innovation, trust and integrity bring out the individual talents and diverse perspectives of each of our colleagues. Our environment encourages each individual to reach his or her full potential and drive outstanding results. We celebrate that “Every one of us is different. Every one of us is Chiesi.”

Who we are looking for

Purpose

The Lead, Case Management is responsible for ensuring consistent, efficient, and quality Patient Services Operations in collaboration with the broader Patient Services Team. Overseeing the internal Patient Services team, this contributor will ensure a compliant patient and customer experience. This person will provide leadership to a highly visible team of customer service team leaders and case management professionals. Ensure that clear goals and objectives are set for the group and that they are being executed against on a daily basis. Responsible for providing strategic direction and identifying opportunities to improve team skill sets and overall service offerings.

Main Responsibilities

• Providing leadership and management to customer service team leaders and customer service case management professionals.
• Support Patients and family throughout all steps required to gain access to therapy.
• Manage day-to-day patient access and support services focused on internal team members and case management.
• Accountable for internal team performance to key metrics and quality standards.
• Regularly coaches and provides feedback to team based on regular case reviews and quality monitoring.
• Executes business objectives related to Patient Services Operational excellence.
• Develops necessary Patient Services Trainings for internal and external teams.
• Identify, develop and implement key service model improvements through collaboration with the Field Reimbursement Directors, National Account, Sales and Marketing teams based on the needs of internal and external key stakeholders.
• Planning, assigning, and directing workloads and performance management for respective teams.
• Interaction with field sales team to ensure customer problem resolution.
• Troubleshooting and providing advice to case managers on difficult cases.
• Coordinate process changes and CRM improvements with managed services.
• Ensures individual and program compliance with all laws, regulations, and policies that govern the conduct of patient support programs or activities and patient privacy.
• Team will be responsible for:
  • Working closely with patients and caregivers to gain access to therapy including entry of patient intake information.
  • Working with Payers, Specialty Pharmacy and other partners to obtain reimbursement information.
  • Counseling patient/family on reimbursement options.
  • Partnering with Field Reimbursement Directors to ensure patient and medical office problem resolution.
  • Acting as the liaison with medical offices and hospitals.
  • Professionally field incoming telephone calls while making a positive impression.
  • Answering client inquiries and resolving client problems.
  • Providing ongoing persistency and compliance support.

Experience Required

• 5+ years of direct management experience required in a patient support or healthcare management role (biopharmaceutical industry/ rare disease preferred).
• Experience with Microsoft Office programs required (Word, Excel, Power Point, Outlook, Teams).
• Expertise in Patient Services and Call center operations.
• Expertise in patient focused programs with HIPAA regulations and patient privacy policies.
• Expertise in Reimbursement/policy landscape critical.
• Reimbursement experience with the ability to communicate complex reimbursement scenarios to patients and medical professionals.
• High aptitude for learning complex processes and adaptability to change.
• Patient-focused.

Education

Minimum bachelor’s degree or higher degree in a Healthcare related field preferred.

Chiesi USA is an equal opportunity employer committed to hiring a diverse work force at all levels of our business. All qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.