Care Manager - Vertex Connects Program

Vertex Pharmaceuticals • Boston, MA

1d • Hybrid

About The Position

The Care Manager will be part of the patient support business unit at Vertex, within the cell & gene therapy care management team. This role is responsible for the end-to-end coordination and on-time delivery of Casgevy™ (exagamglogene autotemcel; exa-cel) orders, an FDA-approved gene therapy indicated for sickle cell disease (SCD) and transfusion-dependent thalassemia (TDT) and the coordination of patient-facing support and program offerings. Successful execution in this role requires extraordinary coordination across a broad network of internal and field-based colleagues. The Care Manager works in close partnership with Gene Therapy Account Managers (GTAMs), Apheresis and Infusion Specialists (AISs), Treatment Center Activation and Engagement Leads (AELs), and Access and Reimbursement Leads (ARLs), as well as shipping & logistics, manufacturing, and patient support vendors. Together, this network drives the seamless coordination of each order from initiation through to patient infusion. The Care Manager serves as the central operational hub for their assigned Authorized Treatment Centers (ATCs), ensuring order milestones are met, timelines are actively monitored and adjusted, and that ATCs are kept informed with clear, compassionate communication. This role is primarily focused on order management and administering the Vertex Connects patient support program, providing direct, one-to-one patient and caregiver support through their treatment journey. This role reports to the Director, Cell & Gene Therapy Care Management.

Requirements

• Exceptional organizational skills and ability to manage multiple complex, time-sensitive orders simultaneously without losing track of details
• Strong customer service orientation; able to build trusted, long-term relationships with ATC teams built on consistency and follow-through
• Demonstrated ability to coordinate effectively across large, matrixed teams including internal functions and field-based colleagues
• Comfortable leading difficult conversations with customers in high-stakes situations, including manufacturing delays or disruptions, with empathy and professionalism
• Excellent written and verbal communication skills; able to translate complex operational updates into clear, compliant messaging for diverse audiences
• Strong analytical and problem-solving skills; able to monitor timelines, identify risks early, and drive proactive mitigation
• Experience working with logistics partners and understanding of specialty drug shipping requirements
• Comfortable working in a fast-paced, evolving environment where priorities shift and sound judgment under pressure is essential
• Bachelor's degree in relevant discipline
• 5–7 years of combined educational/work experience in any combination of the following: Gene therapy, cell therapy, or specialty biologics experience in an operational or order management capacity
• Operations, supply chain, or logistics experience, preferably in a specialty or rare disease setting
• Customer account management, particularly with clinical or treatment center accounts
• Experience coordinating across large cross-functional teams including field-based colleagues
• Familiarity or experience working with the SCD and/or TDT patient communities
• Experience supporting a specialty or gene therapy product in a commercial setting

Nice To Haves

• Some travel may be for live interactions with Authorized Treatment Center representatives

Responsibilities

• Own end-to-end order coordination and on-time delivery for an assigned territory of Authorized Treatment Centers (ATCs), managing all milestones from patient record creation and apheresis scheduling through manufacturing, quality review, drug product shipment, receipt and inspection at the ATC, and through to infusion
• Serve as the primary operational point of contact for ATCs, building trusted relationships through transparent, empathetic, and solutions-oriented communication, including leading difficult conversations during challenges or disruptions, sharing regular patient status updates, and preserving trust
• Train and onboard ATCs on order management processes and systems, including order portal navigation, user access, and operational workflows; generate awareness of and educate ATC teams on the Casgevy patient support program and available resources
• Provide 1:1 patient support to individuals enrolled in the Vertex Connect program throughout their treatment journey, including product education, assessing eligibility for treatment-related support programs (e.g., travel and lodging assistance, fertility support, and copay assistance), and coordinating and administering these programs while serving as the primary point of contact for patients.
• Coordinate extensively with field colleagues — Gene Therapy Account Managers (GTAMs), Treatment Center Activation and Engagement Leads (AELs), Access and Reimbursement Leads (ARLs), and Apheresis and Infusion Specialists (AIs) — to align on order status, anticipate risks, and drive timely resolution of issues
• Monitor manufacturing and coordinate apheresis and drug product delivery timelines with ATCs, while partnering with Shipping & Logistics to ensure on-time delivery and resolve logistical issues.
• Triage order deviations, inform appropriate stakeholders, and drive resolution in a compliant and timely manner, and escalate to management as warranted
• Maintain accurate records of order activity and customer communications in the CRM platform; share ATC insights with cross-functional partners to contribute to process and system improvements
• Remain compliant and knowledgeable of required trainings, standard operating procedures (SOPs), and work instructions (WIs)
• Maintain confidentiality of patient health information and act in compliance with all applicable laws, regulations, and Vertex Company policies

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: Mid Level