Lead, Patient Support Services, Global Rare Diseases

This is what you will do

The Patient Support Services Lead is responsible for the leadership, management, and day-to-day oversight of the Patient Services Case Management team within Global Rare Diseases. This individual will ensure consistent execution of patient support services, appropriate workload management, high-quality case management, and a compliant patient and provider experience.

The Lead will coach and develop Case Managers, provide guidance on complex patient access and reimbursement cases, monitor team performance and quality, and identify opportunities to improve processes, training, technology, and the overall patient experience.

You’ll be responsible for:

• Lead and directly manage the Patient Services Case Management team.
• Oversee day-to-day case management activities and ensure appropriate workload distribution.
• Coach, develop, and provide ongoing feedback to Case Managers.
• Conduct regular case reviews and quality monitoring.
• Serve as the escalation point for complex patient access, reimbursement, specialty pharmacy, and provider issues.
• Ensure patients and caregivers receive consistent support throughout the access and treatment journey.
• Monitor team performance against established KPIs, service levels, and quality standards.
• Partner with Field Reimbursement, Trade & Channel, Specialty Pharmacies, Market Access, Medical, and other cross-functional teams to resolve patient access barriers.
• Identify operational gaps and implement process improvements.
• Support development and delivery of Case Manager training.
• Coordinate CRM enhancements and workflow improvements that support the case management team.
• Ensure compliance with program requirements, HIPAA, patient privacy requirements, and applicable policies.
• Support hiring, onboarding, performance management, and development of Case Managers.
• Provide leadership visibility into patient trends, barriers, escalations, and areas requiring action.

You will need to have

• Minimum bachelor’s degree or higher degree in a Healthcare related field preferred
• 8+ 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

Location

Hybrid role based in Boston, MA.

Compensation

The annual base pay for this position ranges from $184,100 to $225,060. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If hired, the employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.