Associate Director of Case Management and Hub Operations – Kidney

Vertex Pharmaceuticals • Boston, MA

9d • Hybrid

About The Position

Vertex is currently building a Patient Support Program in support of our aspirations to bringing Povetacicept and Inaxaplin, Phase 3 investigational therapies that have the potential to transform lives across multiple serious diseases, to patients. We are seeking an Associate Director of Case Management & Operations, Kidney with a passion to improve patient access to lead the development and scaling of both our patient-facing case management team and our hub operations. This role will directly manage a team of Patient Support Specialists, overseeing the day-to-day operations of the case management department in collaboration with our hub vendor. The ideal candidate will have a strong background in Patient Support Services, operational management, and team leadership. The role will report to the Kidney Patient Support Lead and is based out of our company headquarters in Boston, MA.

Requirements

• Bachelor’s degree in healthcare administration, business administration, or a related field.
• Minimum of 8 years of experience in patient support services, care management, or healthcare operations, with at least 3 years in a people leadership role.
• Proven experience in building and scaling patient support or care management teams.
• Launch experience for specialty products.
• Strong operational management skills, with a track record of driving efficiency and improving patient outcomes.
• Experience managing vendor relationships and ensuring compliance with service level agreements.
• Excellent communication, interpersonal, and leadership skills, with the ability to influence and collaborate across all levels of the organization.

Nice To Haves

• Advanced degree (e.g., MBA, MHA) preferred.
• Kidney care, specialty pharmaceuticals/biologics, or chronic disease management.
• Demonstrated success in implementing innovative patient support solutions

Responsibilities

• Establish and Lead the Care Management Team: Build and scale a high-performing patient-facing case management team to support kidney care initiatives.
• Develop and implement a comprehensive care management model tailored to the needs of kidney patients.
• Recruit, train, and mentor team members to deliver exceptional patient support and care.
• Operational Management: Develop and implement operational processes to optimize efficiency and enhance the patient experience.
• Monitor and analyze key performance indicators (KPIs) to ensure operational excellence and identify areas for improvement.
• Manage day-to-day relationships with vendors and managed service partners supporting Kidney and Patient Services solutions.
• Leverage insights to drive improvements in patient engagement, pull through, adherence, and operational performance.
• Team with data/analytics team to create system requirements, reporting and dashboards based on business needs.
• Serve as case management SME during the design and implementation of new solutions and workflows that optimize patient processes.
• Work with appropriate vendors and internal stakeholders to develop case manager work instructions and to map case management process flows.
• Participate and lead additional cross-functional projects.
• Scaling the Organization: Develop and execute strategic plans to scale the case management team and operations to support additional kidney products.
• Collaborate with cross-functional teams to ensure alignment with broader organizational goals and strategies.
• Drive continuous improvement initiatives to enhance the scalability and effectiveness of case management programs.
• Stakeholder Engagement and Collaboration: Closely collaborate with internal stakeholders to support best-in-class Kidney Patient Support organization including Patient Engagement, Field Reimbursement, HR, and DTE.
• Serve as a key point of contact for escalated issues related to Patient Support Specialists and day-to-day access support, ensuring timely resolution.
• Partner with senior leadership to align care management strategies with organizational objectives.

Benefits

• medical, dental and vision benefits
• generous paid time off (including a week-long company shutdown in the Summer and the Winter)
• educational assistance programs including student loan repayment
• a generous commuting subsidy
• matching charitable donations
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager