Director, U.S. Heme Care Manager Team Lead

Vertex Inc.

34d • Hybrid

About The Position

The Director, US Heme Care Manager Team Lead is responsible for the daily operations of the Heme Care Manager team within the Vertex Patient Support Business unit which provides dedicated support to the US, Heme Business Unit. This individual will play a key role in ensuring exceptional support is provided to our customers by our care manger team. This critical role will be highly cross functional within Vertex with the goal of providing industry-leading patient support through patient facing interactions and logistical coordination. The Heme care manager team is responsible for the coordination of logistical support for the end-to end Casgevy treatment journey, the provision of patient-facing support programs to ensure positive customer experience and successful outcomes, and the proactive management of any identified treatment barriers. This individual is responsible for program execution, performance tracking, team development, coaching, and collaboration with cross functional partners to support program refinement and exceptional outcomes. Most importantly, this individual will champion a positive team culture. Strong communication skills, people leadership skills and a strategic mindset are essential to the role. This individual will report to the Head of US Heme Patient Support.

Requirements

• Bachelor’s Degree
• Strong customer service focus and the ability to act with urgency to respond to customer needs
• Strategic mindset
• 5+ years’ experience as an impactful people-leader preferably in the biotech/pharma environment
• Excellent communication, interpersonal, and leadership skills
• Ability to act with urgency to ensure time-critical activities are completed while ensuring all stakeholders are on-board and have clarity around the goals and objectives
• Business savviness and ability to streamline processes and find opportunities for improvement
• Must be able to effectively work in a fast-paced environment, with strong time-management skills
• Some travel may be required to interact with customers and industry events and conferences

Responsibilities

• Lead daily operations and overall performance of the Care Manager team in supporting the successful navigation of the Casgevy treatment journey including:
• Provision of real-time, high-quality, and individualized support to care managers
• Clear and consistent communication of roles, responsibilities, and performance expectations
• Daily monitoring to ensure consistent execution of all program requirements
• First level of escalation for team members to gain resolution of issues or questions that arise relating to a Casgevy order and Vertex Connects programing
• Consistent refinement and development of the Care Manager role to ensure provision of impactful support in the logistical coordination of support activities and customer relationship development
• Build/enhance and manage reporting to provide insights, trends and issues and drive care manager performance
• Collaborate with Heme leadership, the US Heme Order Management Director, the Patient Support Operations Associate Director(s), and the training team to identify performance trends and training opportunities
• Ensure professional development of the care manager team and the upskilling and refinement of the department’s daily operations.
• Support the roll out of new patient support/order management initiatives and processes to the care manager team and provide daily monitoring and reinforcement and coaching to support adoption
• Manage team insight generation and dissemination to ensure high quality and compliant daily team activities
• Cultivate and maintain a positive and psychologically safe team culture

Benefits

• This role is eligible for an annual bonus and annual equity awards.
• Some roles may also be eligible for overtime pay, in accordance with federal and state requirements.
• At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations.
• From medical, dental and vision benefits to 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) and so much more.

What This Job Offers

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