Lead Case Management Coordinator, Patient Services Rare Disease

Biogen•Research Triangle Park, NC

9d•$67,000 - $87,000

About The Position

The Rare Disease Lead Case Manager position will support the Acquisition, Access, and Adherence processes that support the Service Model for Biogen products in the Rare Disease therapeutic area. These diseases are often fatal genetic disorders, requiring leadership and urgency to support patients. The role will be responsible for working collaboratively with the internal Field team, caregivers, healthcare providers, hospitals, service partner(s), insurance payers, and channel partners to support patients getting started and staying on therapy. The Lead Case Manager engages with cross-functional stakeholders and caregivers to identify and support the resolution of patient non-clinical barrier including insurance coverage, reimbursement, financial limitations, site of care logistics, procurement/distribution issues, and will have an in depth understanding of the HCP prescribing account, the administration site of care Center, and the payer approval process. Lead case managers are differentiated from other case manager in Patient Services by their ability to problem solve and work cross-functionally with other teams on complicated patient cases. As lead case managers they are highly self-motivated, organized, and self-aware.

Requirements

General Prior Biogen Patient Services experience preferred
Performance history at or above established expectations
Familiarity with the Financial Assistance process
Outstanding relationship-building skills, working closely with a Care Team to support patients and HCPs
Self-motivated, organized and self-aware, with the ability to manage a workload with minimal supervision
Strong EQ skills
Skilled at interfacing with various customer types
Willingness to travel as needed
Possesses superb listening skills
Understands BIIB product portfolio
Technical proficiency in CRM or equivalent system
Comfortable working with standard operating procedures with focus on quality
Strong problem solving, time management and organization skills
Experience working a fast-paced environment
Strong verbal and written communication skills
Ability to lead projects in support of rare disease patients
Positive, solution-focused attitude
Willingness to support teammates
High School diploma or equivalent required

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Support Patients, Caregivers, and Health Care Professionals through end-to-end Acquisition, Access, and Adherence process
Case manage all patient information, from multiple sources, to ensure completion of patient journey (includes action on data integrity issues, payer trends and barriers)
Owns primary interface rare disease specialty pharmacies to pull through patient situations and escalations while partnering with appropriate field teams (FAM/RDAE/RDRM)
Initiate first patient contact once Start Form received in order to introduce appropriate next steps and support all incoming customer calls
Lead coordination of subsequent dosing (post 1st dose), by confirming product shipment (w/SOC and SP/SD) and monitoring existing patients for PA/re-auth (support FAM), to proactively alert team members of obstacles, so patients are ready and compliant for dosing appointments
Manage support services for patients including, but not limited to FA enrollment, PAP and Interim dose orders, Copay attestation receipt, Travel Assistance, Mobile Labs and entering AE reports
Pre-Huddle Call Preparation (work w/FAM to prioritize patients, disseminate dashboard to team) so team can effectively identify and remove bottlenecks
Serve as relationship owner and primary point of contact for Patients and Caregivers, Healthcare Providers (HCP), Sites of Care (SOC), Channel Partners, BIIB Family Access Managers (FAM) and Rare Disease Account Executives (RDAE) and other BIIB partner and vendor teams to support patients’ usage of Biogen’s support programs, in assigned geographical regions
Work cross functionally to identify and support the resolution of patient access barriers including insurance coverage, reimbursement, financial limitations, site of care, procurement/distribution issues
Establish, foster, and maintain relationships with caregivers to ensure a simple and supportive experience; provide emotional support as appropriate for the caregivers and collaborate with them in a way that allows for forward progress
Up to 15% of work time focused on projects in support of rare disease patients (PIQ management, TAP, financial assistance, mobile labs, process improvements, UAT testing, etc.) including ownership of deliverables and pull-through.
Drive Revenue through Accountability to Quality and Performance Metrics goals
Adherence to Quality and Compliance standards
Meet KPIs, Acquisition, and Adherence metrics target as established by Patient Services Leadership
Consistent Point of Contact for Field-based Colleagues
Collaborate with Family Access Managers (FAM), Rare Disease Account Executives (RDAEs), and Infusion Regional Account Manager (IRAMs) to clear non-clinical barriers, drive patient onboarding and maintenance
Maintain and expand clinical, database, and process knowledge by completing required/continuous trainings
Address customer product complaints and handle adverse event submissions

Benefits

Medical, Dental, Vision, & Life insurances
Fitness & Wellness programs including a fitness reimbursement
Short- and Long-Term Disability insurance
A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
Up to 12 company paid holidays + 3 paid days off for Personal Significance
80 hours of sick time per calendar year
Paid Maternity and Parental Leave benefit
401(k) program participation with company matched contributions
Employee stock purchase plan
Tuition reimbursement of up to $10,000 per calendar year
Employee Resource Groups participation