Divisional Director, Case Management - East

Sanofi • Cambridge, MA

3d

About The Position

Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs. The Divisional Director, Case Management - East serves as a trusted member of the Divisional Rare Disease leadership team, providing strategic leadership for the Strategic Accounts Case Management Specialist team. This role supports patients across 7 brands and 5 therapeutic areas within our Rare Diseases portfolio, operating under our 'one team, common goals, single mission' go-to-market approach. This position requires building deep expertise across the rare disease portfolio, engaging in account strategy and planning with cross-functional galaxy and constellation teams, and understanding market conditions that impact the patient journey (payer, government, pharmaceutical industry, and access dynamics). The Director will elevate team performance through coaching to an elite mindset, develop skills that compliantly bring patient insights to leadership, and participate in launch preparations with strategic expertise. Driven by the complexity of patient identification, treatment administration intricacies, and access gateways, this role coordinates both internal and external care teams throughout the patient journey, working toward operational excellence in partnership with Sanofi's One PSS strategy.

Requirements

• Bachelor's Degree (general business, health sciences, public policy, or related field)
• 5+ years of patient-facing or high-touch customer interaction/case management experience
• 3+ years of team lead or supervisory experience
• In-depth understanding of health insurance benefits, relevant state and federal laws, and insurance regulations
• Excellent written and oral communication, mediation, and problem-solving skills, including ability to connect with patients, caregivers, and providers
• Demonstrated success working in a complex matrix to accomplish goals
• Strong interpersonal skills demonstrating flexibility, persistence, creativity, empathy, and trust
• Computer literacy including data entry and office-based software programs
• Ability to identify and handle sensitive issues, working independently and collaboratively within teams
• Ability to travel up to 10%

Nice To Haves

• Bi-lingual; Spanish language skills preferred
• Salesforce CRM experience
• Pharma/biotech patient services and specialty product experience
• Experience with complex medical payer policy requirements and coordination of multiple prior authorization needs
• Rare disease experience
• Experience with varied methods of drug acquisition and administration

Responsibilities

• Team Leadership & Development Hire, train, onboard, coach, and manage performance for a team of case managers
• Develop each direct report through inspiring culture, benchmarking excellent performance, consistent coaching from observed patient and HCP engagement, and ongoing feedback
• Monitor KPIs and metrics, working with business partners to adjust priorities and ensure measures are met
• Complete quality call calibration and manage deviations
• Balance caseload coverage and adjust territory workload as needed
• Establish and adhere to budgets while measuring team performance against individual metrics and KPIs
• Strategic Business Leadership Maintain up-to-date knowledge of regional/divisional resources and market access landscape, applying this knowledge to best support patient access to therapy
• Demonstrate high-level business acumen and understanding of Sanofi's business model and the role of case management in driving business initiatives
• Provide the voice of the case management organization to divisional leadership
• Advise cross-functional teams on patient perspectives and compliantly share patient insights
• Demonstrate innovation by monitoring systems, processes, and potential gaps, offering solutions to elevate support programs
• Raise performance expectations to support entrepreneurial approach to team and business growth
• Leverage CRM reporting tools and data analytics to make strategic decisions while prioritizing patient and customer needs
• Patient Services Excellence Lead team responsible for: Acting with urgency and purpose, leading the case management process while balancing individual patient needs with Sanofi Rare Disease business objectives
• Serving as point of contact and champion for patients from enrollment through infusion
• Assessing patients' insurance coverage options, limitations, and requirements; identifying appropriate resource plans and compliantly advocating for successful treatment initiation
• Educating patients, caregivers, and healthcare providers on product coverage and steps needed through patient journey
• Maintaining comprehensive understanding of reimbursement processes, healthcare system navigation, billing/coding guidelines, insurance plans, payer trends, and patient assistance programs
• Coordinating with different sites of care, including infusion centers, and managing transitions to in-home infusion therapy as appropriate
• Enrolling eligible patients into appropriate financial assistance programs
• Compliantly coordinating the exchange of patient-related information with appropriate internal and external stakeholders
• Consistently documenting and maintaining accurate data on insurance, coverage approvals, ongoing requirements, and all stakeholder interactions
• Cross-Functional Collaboration Establish and maintain professional relationships with all internal and external customers and stakeholders, including case management teams, medical, sales, market access, pharmacovigilance, specialty pharmacies, healthcare providers, and infusion sites
• Ensure close and compliant coordination with other field matrix teams supporting Rare Disease Work collaboratively with Specialty Pharmacy and third-party vendor partners
• Attend meetings and conferences to educate individuals on services and approved case management topics
• Represent Sanofi professionally in all venues
• Compliance & Risk Management Ensure compliance with all Sanofi policies
• Record and report Adverse Events and Product Complaints
• Assess risk, evaluate potential for patient case deviation, and communicate contingencies
• Demonstrate knowledge of guidelines relating to compliant medical communications

Benefits

• Bring the miracles of science to life alongside a supportive, future-focused team.
• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or a lateral move, at home or internationally.
• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs, and at least 14 weeks’ gender-neutral parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees